This page explains what to do if something has gone wrong — with an article on this site or with a casino we review — and what help we can realistically offer.

  1. How to Complain

    If your complaint is about our content — a wrong figure, an outdated bonus or a review you think is unfair — write to us through the contact page and name the page you mean. We reply within two working days.

    If your complaint is about a casino, start with the operator. Every casino licensed by the UK Gambling Commission must run its own complaints procedure: contact support, ask for the issue to be logged as a formal complaint and keep the reference number. The operator has up to eight weeks to give you a final response.

    If you are not satisfied with that response, or eight weeks pass without one, you can take the case to the operator's Alternative Dispute Resolution (ADR) provider, which is free for players. The name of the provider — for many UK casinos it is IBAS, the Independent Betting Adjudication Service — must be shown in the operator's terms. The Gambling Commission itself does not settle individual disputes, but you can report a breach of licence conditions to it.

  2. What We Can Do

    We are an independent review site, not a party to your account and not an adjudicator. We cannot reverse a transaction, release a withdrawal or overrule a casino's decision.

    What we can do is help you find the right route: point you to the operator's complaints address and its ADR provider, and explain how the relevant bonus or withdrawal terms are worded. Recurring problems that players report to us are investigated during our next review of that casino, and confirmed issues are added to the review so other readers know about them.

  3. What to Prepare

    A complaint is resolved faster when the facts are in one place. Before contacting the operator or an ADR provider, gather:

    • your account username and the email address registered with the casino — never your password;
    • the date, time and amount of each transaction in question;
    • screenshots of the error message, the game round or the balance;
    • copies of chat logs and emails with support, including the complaint reference number;
    • the bonus terms that applied on the day, saved as a screenshot or PDF.

    If gambling itself has become the problem, please read our responsible gaming page — GamCare and GAMSTOP offer free, confidential help across the UK.