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Your feedback is welcome; we are helping you point you in the right direction.
If you experience issues or delays regarding KYCs, deposit methods, or delayed withdrawals, give us a ping. You can also check out our Q&A sections. In most cases, you will find your answers there.
Who has not experienced a longer wait on the phone or chat or is patiently waiting for a reply? Our recommendation to check the casino’s customer service is part of choosing the right casino upfront. Open a chat and experience how long it takes for an agent to pick up the chat.
Most operators are offering 24/7 chat, email service, and, in some cases, a telephone line.
If you come across a possible win and have trouble withdrawing the money, …
Raising a complaint is often paired with emotions. A lost bet slip, a frozen screen whilst playing your favourite slot. A delayed withdrawal. A player, can get some supporting facts and info upfront to speed up the process.
What is your complaint about?
Are you addressing the proper channels? Raise a ticket in a chat, if possible, and record the evidence. Email their support with your ticket number and evidence
Do your Homework too
It is worth searching Google or some well-known online gambling portals for additional feedback, and Black listed casinos or the importance of casino licenses, e.g., Askgamblers.com,
Contacting a casino should be done with facts and little emotional baggage, and it should not be delayed in time to avoid further delays. Allow the casino to investigate and be on standby if more Information is needed from your end. If the case is more in-depth, e.g., a huge win is delayed with lame excuses or met with silence, refer the complaint with evidence to the Licensing authorities, e.g., MGA—Malta Gaming Authority.
Escalating the Issue to the proper Authority
The importance of a casino license is even greater when issues are involved. Our guide to Casino licenses has taught us this.
A casino with a white market license will likely help you sort out the issue after some time. We have reasonable doubt about grey markets, even if most casino operators nowadays prefer a clean sheet. Black market operators are the least likely to respond or help out.
If any attempt has failed to connect or get help from the operator, escalating it to the provider of the casino license, e.g., the MGA ( Maltese Gaming Authority ), can be an option. But again, here you need solid evidence and must show that you have made sufficient effort to contact the Casino operator.
Little Guide of Complaints
You can escalate the claim if you have sufficiently provided evidence and the casino does not respond to your needs.
You need to submit all evidence that the casino has not responded to your claim via email or phone. It is rather unlikely that you will get sufficient support in chats. But taking screenshots and recording days and times and their responses can support your case. Now, it’s time to escalate this to the casino license provider.
If you have chosen a casino with a legitimate license and have sufficient evidence supporting your claim, you can contact License Providers such as the MGA. Their team will look for you into the issue and recommend any further steps to both parties. Check out the link to lodge a complaint with the MGA.
Good Luck and as always – Smile 🙂
I am afraid the answer is No. You can only lodge an issue to the MGA ( Maltese Gaming Authority ) if the Casino is holding a License issued by the MGA.
Use the following Link to lodge a complaint to the MGA.
If by some circumstance a round is not closed and winnings are outstanding, record Time, Date, amount bet, game name and if possible take a screen shot showing the date and time.
Usually, such things are resolved quite quickly automatically but its good to be proactive.
If a casino has no License displayed in it's footer, Your alarm bells should be ringing. We advise you, not to play with casinos without license. A complaint lodged will often end with the operator's support team's grace only.
Lets assume the casino has a valid licence with a white market. The process is fairly similar. Provide evidence and in addition the email you probably received. when your account was closed. This email should state a reason referring to their Terms and conditions.
We recommend to do your research and decide if you have enough evidence and detail to go public on social media and gaming forums. It often helps to contact bigger gambling sites and their teams.