How to complain about an online casino

The route in four steps

1. Write to the casino, formally. Live chat is a start, but a formal complaint is what starts the clock. Use the complaint form or address in the casino's terms. Include your username, the date, the amount and what you want the casino to do.
2. Keep evidence. Screenshots of the balance and the withdrawal request, transaction IDs or blockchain hashes, and copies of every support reply. Every body below will ask for them.
3. Escalate to the ADR body named in the terms. ADR (alternative dispute resolution) is an independent service that hears both sides and issues a decision. The casino chooses it, not you.
4. Then the regulator. What the regulator does differs a lot: Kahnawà:ke investigates complaints itself, Curaçao and Anjouan leave individual disputes to ADR.

Before you start, check that the casino is the one you think it is. Lookalike sites use the names of real casinos; our domain check guide lists the ones we found.

Find your casino

11 of the 32 casinos we track name an ADR body in their terms. Where the cell says "not recorded", we have not found one in the terms we read; check the complaints section of the casino's terms yourself.

Kahnawà:ke licences

Casinos: Jackpot City, Lucky Nugget, Ruby Fortune, Spin Casino, Yukon Gold Casino and Zodiac Casino.

The Kahnawà:ke Gaming Commission, based in Quebec, takes complaints itself. Complain to the casino first: the commission says complaints must be submitted to the licence holder for review before they come to it.

• How: email complaints@gamingcommission.ca or use the online form on the commission's complaints page. Complaints by phone are not accepted.
• What to include: full name, email, date of birth, country of residence, the site's name, your username or member number, the date the problem happened and the details.
• What can sink it: a complaint already handled elsewhere, or discussed on a public forum or with the media.
• ADR first for some brands: Ruby Fortune and Lucky Nugget name eCOGRA in their terms, with Kahnawà:ke after that.

Curaçao licences

Casinos: 7Bit Casino, BetFury, BitStarz, Casino Days, Casino Extreme, HypeBet, Roobet, Shuffle, Snatch Casino and Stake.

The Curaçao Gaming Authority's Player Complaints Policy (version 1.1, 18 June 2025) sets the deadlines its licensees must follow:

• Your deadline: six months from the settlement of the bet or the incident. Filing is free.
• The casino's deadlines: written acknowledgement within one week, an answer within four weeks, which it can extend once by four more weeks with notice. Complaints about responsible gaming are faster: acknowledgement within two days.
• Next step: if the complaint is not resolved, or you disagree with the outcome, you can take it to an independent ADR provider. The casino pays for it.
• What the regulator does not do: it does not decide or mediate individual disputes about gambling transactions. You can still report suspected malpractice or licence breaches to it directly.

Of the Curaçao casinos we track, Stake names CADRE B.V. and BetFury names EGIS-ADR. Note that some casinos on this list are still being assessed under Curaçao's 2024 law; their casino pages show the status.

Anjouan licences

Casinos: BC.Game, Bitcasino, Fairspin, Metaspins, MetaWin, Raging Bull, Richville and Rollbit.

According to the Anjouan player page:

• Where to file: with the casino, through the complaint function in its Anjouan site seal (the badge in the footer). Complaints sent another way may not be accepted.
• Your deadlines: 14 days after the session for disputes about a game result; 30 days for account disputes such as payments, suspensions and bonuses.
• The casino's deadline: 30 days to investigate and answer.
• Next step: if it is not resolved in 30 days, go to one of the ADR providers on Anjouan's approved list. Casinos must take part and pay the cost. A complaint escalated before the 30 days are up is not reviewed.
• What the regulator does not do: it says it does not handle, mediate or decide player complaints. Everything must be in English.

The legal basis of Anjouan licences is disputed by the government of the Comoros; our licence guide explains what that means for a player.

Tobique licences

Casinos: 24Casino, LuckyVibe, PlayAmo, SpinJo and The Clubhouse Casino.

The Tobique Gaming Commission is a First Nation regulator in New Brunswick. Its validation page says you can file a formal complaint against a licensed site there once the site's own support has not resolved it. The page gives no deadlines.

All Tobique casinos we track (SpinJo, LuckyVibe, The Clubhouse Casino, PlayAmo) name EGIS as their ADR body in their terms; PlayAmo gives the address disputes@egis-adr.com. Tobique also runs a self-exclusion scheme that covers every site it licenses.

Malta (MGA) licences

Casinos: Hyper Casino and PlayOJO.

The Malta Gaming Authority asks players to try the operator's support and management first, then use its online complaint form. The form asks for your details, the operator, the website, your username, the disputed amount, and the date and time of the incident. The MGA may ask for ID.

PlayOJO names eCOGRA as its ADR body; Hyper Casino names European Alternative Dispute Resolution (EADR) for MGA customers. Hyper Casino's terms do not accept players from Canada.

Casinos with no licence named

Casinos: Wazamba.

If a casino does not name a regulator, there is no regulator to escalate to. Your only routes are the casino itself and the courts named in its terms. This is one of the reasons such casinos are kept out of our ranking.

Questions