What to prepare

Before writing to anyone, collect the account email, the dates and amounts in dispute, the transaction IDs, and screenshots of the bonus terms as they appeared when you opted in. A complaint with this attached is usually resolved at the first stage; one without it turns into three weeks of the operator asking for it.

What we can do

We cannot access your account, release a payment or overturn a decision — we are a review site, not the operator. What we can do is read the terms with you, say whether the operator is following its own rules, and publish the outcome in the review when a case is closed, for or against the brand.

How long it takes

Operator support: up to 10 business days for a substantive answer. Mediation through the licensing body: three to eight weeks. Our own reply to you: three business days. Cases that need the operator to respond to us add up to ten more.

Start with the operator

Raise the issue with the casino's own support desk first, in writing, and keep the ticket number. Most delays are verification requests that were never opened, or a bonus still in wagering — both are answered the same day once the right document arrives.

How to send us a case

Email [email protected] with the account email, a short summary in order of date, and the screenshots. Do not send documents used for verification or a copy of your ID: we do not need them, and we do not want to hold them — see the Privacy Policy.

Escalating further

If support has not resolved the case in 10 business days, escalate to the operator's licensing authority, named on its licence page, or to an independent mediator such as eCOGRA or ThePOGG. In New Zealand, the Department of Internal Affairs oversees domestic gambling but does not licence offshore casinos, so the licensing body abroad is the effective route.