How to complain about a casino
A licensed casino must have a complaints procedure and name an independent service to review disputes.
By Ryan Jessop. Last checked .
Key takeaways
- Complain to the casino first.
- Eight weeks, or a final response.
- Then independent dispute resolution, free.
- The regulator does not settle individual cases.
In brief: Complain in writing to the casino. If it is not resolved in eight weeks, take it to the casino's named dispute resolution service.
Step by step
- Gather evidence: screenshots, dates, chat transcripts.
- Use the casino's complaints form or email, in writing.
- Keep the reference number.
- Wait for a final response, or eight weeks.
- Refer it to the named dispute resolution service.
Common complaints
| Issue | Check first |
|---|---|
| Withdrawal delayed | Is verification complete? Is a bonus active? |
| Bonus removed | Deadline, maximum bet, excluded games |
| Account closed | Duplicate account or self-exclusion |
| Bonus not credited | Payment method, opt-in, offer link |
Dispute resolution
The service is independent and free to you. Its name is in the casino's terms.
The regulator
The Gambling Commission does not resolve individual disputes, but you can report an operator and it acts on patterns.
Unlicensed sites
None of this applies. That is the strongest reason to use licensed casinos.
More guides: GAMSTOP explained and How to sign up at an online casino.
Elsewhere in guides: How to choose an online casino, RTP and house edge explained, Casino budget guide and Casino glossary.
What to write
- Your username and the date.
- What happened, in order.
- What you want: the payment, the bonus, an explanation.
- Your evidence, attached.
Keep it factual and short. A clear timeline is resolved faster than a long grievance.
How long it takes
Many complaints are settled within days. The eight-week limit is the point at which you may go elsewhere, not the usual wait.
Wider reading: Online gambling in the UK, Non-UK casinos: the risks, Top rated online casinos UK and Independent casinos UK.
Offer terms dated 5 October 2026, from each casino's published conditions. Other casino details are reported by independent reviews. How we check. 18+. Free help: 0808 8020 133 or safer gambling.
Frequently asked questions
How do I complain about a casino?
In writing to the casino, then dispute resolution.
How long must I wait?
Eight weeks or a final response.
Is dispute resolution free?
Yes.
Does the regulator settle disputes?
No.