Dispute resolution

The formal escalation path when you and the casino disagree — usually a delayed or refused withdrawal, disputed bonus voiding, or account closure.

Standard order of escalation:

1. Direct support: chat/email at the operator. Document everything.
2. Operator’s complaints team: many operators have a dedicated complaints department separate from front-line support.
3. Payment provider chargeback (last resort — voids account): only for card deposits.
4. License-holder’s ADR body: this is the important one. Depends on the license.

ADR body by license:

• UKGC: IBAS, ProMediate, eCOGRA
• MGA: MGA Player Support (via player.support.mga.org.mt)
• Denmark (DGA): Spillemyndigheden’s complaint form
• Sweden (Spelinspektionen): Spelinspektionen’s complaint desk
• Ontario (iGO): iGaming Ontario Player Concerns
• Curaçao (Antillephone / new-license transition): currently patchy — some operators route through DLAG; success rates vary
• Anjouan: Anjouan Gaming Authority — newer body; still building processes

Regulated markets have real bite: the UKGC has issued 8-figure fines and license revocations. Offshore markets have less recourse — that’s the trade-off.

Save all bet history, chat logs, email confirmations before filing a dispute. Casinos routinely lose or “cannot find” records without documentation.