How to file a complaint if the tool didn't work
1. When and why to file a complaint
Limit failure: deposit or loss limit did not block replenishment or bets.
Non-occurrence of reality check: Time/amount reminder was missing or delayed.
Self-exclusion did not work: you continued to play, although you activated self-exclusion.
A complaint is necessary to restore protection, prevent further losses and record a violation of casino obligations.
2. Evidence gathering
1. Screenshots and logs:
2. Transaction History:
3. Correspondence:
3. First Level of Contact - Support
1. Online chat or form on the site:
2. E-mail in support of:
3. Waiting for response:
4. Escalation - Compliance
1. Compliance Contacts: Look for Regulatory Affairs, Compliance, or Game Safety.
2. The wording of the letter is:
3. Copy to Regulator:
5. Contacting the external regulator
1. Preparation of complaint:
2. Submission via online form:
3. Status monitoring:
6. If the regulator did not help
Nonprofits: Contact Gamblers Anonymous or similar groups for counseling and support.
Public response: post a complaint on independent forums or specialized feedback platforms - this often speeds up the operator's reaction.
Legal aid: If you suffer serious financial losses and ignore complaints, consider contacting a consumer protection lawyer.
Bottom line: a clear sequence of actions - collecting evidence, contacting support, escalating to compliance-service and regulator - will allow you to defend your rights, restore the work of self-control tools and protect the budget from further losses.
Limit failure: deposit or loss limit did not block replenishment or bets.
Non-occurrence of reality check: Time/amount reminder was missing or delayed.
Self-exclusion did not work: you continued to play, although you activated self-exclusion.
A complaint is necessary to restore protection, prevent further losses and record a violation of casino obligations.
2. Evidence gathering
1. Screenshots and logs:
- Take a screenshot of the screen with the activated limit or self-exclusion notification.
- Save system notifications (date/time, URL, error message).
2. Transaction History:
- Download your failure period deposit and rate statement.
- Mark the transactions that should have been blocked.
3. Correspondence:
- Save copies of the supported email or chat where you activated the tool.
- Specify the time and content of your request.
3. First Level of Contact - Support
1. Online chat or form on the site:
- Describe the problem clearly: "I activated the X limit for the amount of Y in Z, but was able to replenish the account for the amount of W."
- Attach screenshots and extract.
2. E-mail in support of:
- Subject line: "Complaint about self-monitoring tool failure."
- In the letter, specify the login, period and attach evidence.
3. Waiting for response:
- The regulations of most casinos are 24-48 hours. If there is no answer or it is unsatisfactory, move on to the next level.
4. Escalation - Compliance
1. Compliance Contacts: Look for Regulatory Affairs, Compliance, or Game Safety.
2. The wording of the letter is:
- Please indicate that support has not resolved your issue.
- Demand official confirmation of the implementation of tools and compensation for possible losses.
3. Copy to Regulator:
- Study in advance which authority licenses the casino (UKGC, MGA, ATSMA).
- Send the same request to the regulator marked "for information."
5. Contacting the external regulator
1. Preparation of complaint:
- Collect all evidence and correspondence from the casino.
- Describe the facts: what, when and by whom was activated, what result was expected and what was received.
2. Submission via online form:
- On the regulator's website, find the "Consumer Complaints" section.
- Fill out the form, attach files (screenshots, reports).
3. Status monitoring:
- Get the case number and review deadlines (usually 30-60 days).
- Provide additional materials promptly if you have any questions.
6. If the regulator did not help
Nonprofits: Contact Gamblers Anonymous or similar groups for counseling and support.
Public response: post a complaint on independent forums or specialized feedback platforms - this often speeds up the operator's reaction.
Legal aid: If you suffer serious financial losses and ignore complaints, consider contacting a consumer protection lawyer.
Bottom line: a clear sequence of actions - collecting evidence, contacting support, escalating to compliance-service and regulator - will allow you to defend your rights, restore the work of self-control tools and protect the budget from further losses.
