Complaints and disputes: where a complaint goes depends on the licence

A withdrawal refused, a bonus voided, an account closed without explanation. When something goes wrong at an online casino, the route a complaint can take depends on something decided before your first deposit: whether the site appears in your regulator's licence register. This page explains how to complain, what evidence to gather and what changes with and without a licence.

Before you complain: gather the evidence

Dates and times, and the exact domain where it happened.
Screenshots of the balance, bets and error messages.
Deposit and withdrawal references (receipts, bank statement, transaction hash).
The terms in force on that date — save a copy, because they can change.
All correspondence with customer support.

How to complain, step by step

Operator first. Write to support by email or form, attach the evidence and ask for a ticket number.
Reasonable time. Give the operator the response time its terms state.
Written answers. Ask for chat or phone answers to be confirmed in writing.
Escalate. If unresolved, go to the body that the licence and the terms point to.

Dispute resolution with and without a licence

Stage	Licensed in your market	Not licensed in your market
First step	The operator's support	The operator's support
Regulator	Your national regulator — check its site for complaint channels	Whatever the terms name, often abroad
ADR	The body named in the operator's terms	The body named in the terms, if any
Baseline protections	Self-exclusion and limit tools, where required	Cannot be assumed

We do not describe regulators' procedures we cannot confirm: each regulator's own website is the source for how to raise an issue. The alternative dispute resolution body, where one exists, is named by the operator in its terms and conditions.

Mistakes that weaken a complaint

Opening a second account to "test" what happened.
Posting accusations on social media before complaining formally.
Deleting messages or closing the account mid-process.
Requesting a chargeback from your bank before exhausting the operator route — it can get the account closed.

Prevention is cheaper

The best complaint is the one you never need to make. Before depositing, confirm the domain in the register, read the payment and bonus terms and send verification documents early. Sponsored links on this guide lead to a partner operator, which is not Solverde; apply the same test to it.

See the partner offer

Complaints FAQ

How do I complain about an online casino?

Always start with the operator: write to customer support through a channel that leaves a record, with dates, amounts and references. Ask for a ticket number and a written reply.

The operator did not fix it. What now?

If the site is in your regulator's licence register, the operator answers to that regulator, whose website explains how to raise an issue. The operator's terms should also name an alternative dispute resolution (ADR) body you can use.

And if the site has no licence in my country?

Then the complaint follows whatever route that operator's terms set out, often with a body or regulator abroad. There is no regulator in your market above it.

Can this guide resolve my complaint?

No. We have no access to player accounts and no power over operators. We can point you to information, but the complaint must be made by you to the operator and, where relevant, to the competent bodies.