How to File a Complaint with an Online Casino

Have you ever experienced a frustrating issue at a gaming site? Any licensed and reputable real-money online casino allows members to file a complaint if they feel as if they have been treated badly. 

While some customers may feel daunted by the prospect of navigating a site’s complaints procedure, the best operators make the process as simple as possible. 

But if you want to file a complaint with a site, how do you get started? 

In this guide, we will explain:

• Why online casinos must provide customers with a clear way to file complaints
• How to file complaints with a casino site
• Helpful tips for filing a complaint

Why is a Clear Customer Complaints Procedure So Important?

All gambling businesses must provide information on their complaints procedure by law. But there’s more to it than aligning with regulations: being open to complaints should motivate operators to deliver a high-quality experience. 

Why? Because if online casino operators provide poor service, disgruntled customers can simply try another. As a result, a lax approach to customer service can result in lost revenue over time. The Institute of Customer Service’s research revealed that service failures and issues cost UK organisations more than £7 billion per month. 

But it’s unlikely that even the best operators can keep players satisfied 100% of the time. Fortunately, addressing mistakes honestly and listening to what someone has to say may reduce the risk of losing an unsatisfied customer. 

Any reputable online casino should have a clear, fair complaints process in place. Not only does it give customers a chance to have their say, but it leaves them with less reason to air their grievances elsewhere publicly (e.g. social media) first. 

How to File a Complaint at an Online Casino

If you feel unsatisfied with a particular aspect of a casino site, you should check their terms and conditions page for information on filing a complaint. While the specifics may vary slightly from site to site, the complaints process typically follows this structure:

1. Contact the customer service team: Reach out to customer support by email, phone, or live chat (depending on which channels are available). You should supply: your account name/username; your full name; dates and times related to your issue; an explanation of the problem you want to address. 
2. Escalation: According to the Gambling Commission, gambling businesses have eight weeks to resolve a complaint. But at Genting Casino, customers may request that a complaint be escalated to a supervisor or manager if they feel their chat with a support agent has not achieved the desired outcome. That individual should look into the matter and get back to you within 96 hours(4 days). 
3. Using a dispute resolution service: You may contact eCommerce Online Gaming Regulation and Assurance (eCOGRA) if you’re still unhappy with how your complaint has been handled, provided your problem is related to a particular gambling transaction. 

eCOGRA is an Alternative Dispute Resolution (ADR) company authorised by the Gambling Commission. A ruling by eCOGRA is binding, and the Gambling Commission may take action if the casino operator fails to abide by the decision. 

Before contacting eCOGRA, consider the following points:

• eCOGRA requires complainants to submit information via their site, with specific details to help them understand the issue and make a fair ruling. 

• You should only contact eCOGRA if at least two weeks have elapsed since the start of the issue and you have made all reasonable attempts with the operator to find a solution. 

• You cannot ask eCOGRA for assistance if your dispute is being handled by another certified ADR service provider or court, or it has been previously.

• eCOGRA reserves the right to refuse customers help if they feel the dispute lacks grounds or is frivolous (e.g. you’re angry that using the flat betting strategy didn’t guarantee a win). 

• If eCOGRA intends to decline assistance, it will notify complainants and operators within three weeks of receiving the dispute. 

Tips for Filing a Complaint with an Online Casino 

Here are three tips to bear in mind when filing a complaint at trusted UK casinos:

• Make sure it’s worth your time: There should be a clear way to resolve the matter driving your complaint. For example, if you want to let an operator know that you don’t like its range of slots or live casino games, the only thing they can do is add more. However, this is related to your taste in games rather than a real fault of the operator.

• Always be polite: Even if you’re angry when contacting a support team, explain the problem as articulately as possible and avoid harsh, aggressive language. The fault is not with the customer service agents trying to help you. 

• Keep a record of your communications: Always keep track of any messages, live chats, or calls with customer support teams and eCOGRA. This is important if you need to check past interactions to confirm facts and statements. 

Conclusion

Filing a complaint with a casino site may help resolve issues if you feel you have received poor service in any form. Always take the proper steps and allow the operator enough time to take action before contacting eCOGRA or another ADR company. 

Genting Casino treats customer satisfaction with the utmost seriousness, and we have a clear complaints procedure in place. If you want to speak to our support team for any reason, you can get in touch through live chat or email round the clock!