• Author: Daniel Rhys

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Complaints and Dispute Resolution

Our Complaints & Dispute Resolution policy explains how users can submit complaints, the steps for resolving issues, and available escalation routes including ADR services such as eCOGRA and relevant Curacao authorities.

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This page outlines how users can submit complaints related to information published on our website or issues experienced after visiting third-party casino operators listed here.
As an independent comparison and review platform, we do not manage gambling services directly, but we provide clear guidance on how to escalate disputes properly.

Submitting a Complaint to Us

Users may contact us if they believe:

• Information published on this website is inaccurate
• A review or bonus description is misleading
• A listed operator behaves improperly after arriving through our link
• A casino refuses to address a player query and clarification is needed

To submit a complaint:

Submit a complaint
Use this form to report inaccurate information on our site or issues with a listed casino. Required fields are marked with *.
You can adjust the subject line before sending.
Upload files
You can attach screenshots, emails or PDFs (max file size depends on your server settings).

Complaints Directly to the Casino

Every licensed operator must provide a dedicated complaints process.
If you encounter issues such as:

• Delayed withdrawals
• Unpaid winnings
• Bonus restrictions
• Account closure or verification delays
• Technical errors during gameplay

You must first contact the casino’s internal support team:

• Live chat
• Official support email
• Internal complaint form

Casinos are typically required to answer within 7–14 days.

Escalation to ADR (Alternative Dispute Resolution)

If the casino does not resolve your complaint, you may escalate the case to an ADR provider.

For many internationally licensed casinos, ADR partners include:

  • eCOGRA – Alternative Dispute Mediation: eCOGRA handles disputes related to fairness, payouts, verification and account management.
  • IBAS (Independent Betting Adjudication Service): Primarily UK-focused, but some offshore casinos accept IBAS rulings voluntarily.
  • ThePogg Dispute Service: Specialises in casino complaint mediation for offshore operators.

ADR services are free for players.

Complaints for Curacao-Licensed Casinos

Most Non-GamStop casinos operate under Curaçao licences.
If internal support and ADR services do not resolve the issue, you can escalate directly to the licensing authority.

Curaçao Gaming Control Board (GCB)

You must include:

• Player full name
• Casino URL
• Date of incident
• Details of interactions with the casino
• Screenshots or evidence

The regulator may request further documents.

What We Can and Cannot Do

We can:

• Review your case and advise where to escalate
• Update incorrect information about bonuses or casino terms
• Contact a partner casino on your behalf (non-binding request)
• Help clarify dispute procedures

We cannot:

• Access your casino account
• Process or reverse payments
• Force a casino to pay winnings
• Interfere with KYC/AML checks
• Provide legal advice

Our site operates solely as an informational affiliate platform.

Expected Resolution Timeframes

• Casino internal review: 3–14 days
• ADR investigation: 2–8 weeks
• Curacao authority review: 4–12+ weeks depending on case complexity

Players should keep full documentation to speed up resolution.