What to Do if Your Complaint Isn’t Resolved

Online casinos serve millions of customers annually, with 36% of adults across Great Britain having gambled remotely within a four-week period alone. Anyone who places bets online, whether on slots, live casino games, or sports, expects service of a certain quality. 

And while the best licensed UK casino sites make every effort to deliver an outstanding experience, customers may still feel unsatisfied from time to time. 

If you’ve found yourself in this situation, you might feel strongly enough that you wish to complain to the online casino operator. But what if your issue still isn’t resolved after filing a complaint? What steps should you take to escalate it? 

If you visit gaming sites regularly, you should familiarise yourself with this process just in case you wish to complain in the future. Keep reading to discover:

• How the complaint process at an online casino works, covering essential details to include when you reach out
• What will happen if you escalate your complaint to a manager or supervisor 
• 4 key points to keep in mind when escalating your complaint 

What is the Process for Complaining to an Online Casino?

With regards to complaints, the Gambling Commission of Great Britain has clear rules in place for licensed operators to follow. These include: 

• A written complaints process should be presented in clear, plain English that’s simple enough for customers to understand. 

• Customers have the right to raise complaints for a minimum of six months after the date that an incident occurred. 

• Operators can create procedures for customers who wish to escalate a complaint within the company if they’re unsatisfied with the initial response received. 

• Licence holders must ensure that the whole complaints process is complete within eight weeks of receiving a complaint (including potential escalation). 

As a result of these rules, you should be able to find information on filing a complaint at any reputable online casino. The complaints process is typically as follows:

1. You contact the customer service department, usually by email, to notify them of your complaint. 
2. Your initial message of complaint should include key information: account username, full name, and a comprehensive explanation of the issue (with relevant dates and times). 
3. The customer service department will investigate the matter and get back to you as soon as possible. If the matter is technical in nature (e.g. a malfunction during a live game that you feel affected your experience), the support team may be able to explain the cause and how to deal with it in future. 
4. If you feel unhappy with the response you receive, you can ask that your complaint be escalated to a manager or supervisor. 

Reliable UK casinos will take your request seriously and ensure that your complaint is addressed as soon as possible. 

What Will Happen When You Escalate Your Complaint With an Online Casino?

Escalating your complaint will bring the matter to a senior team member, whether a manager or supervisor. They will look into the complaint in detail and get back to you with the results of their investigation. 

Operators will aim to resolve complaints quickly to avoid souring a customer’s experience any further, but the specific deadline for resolutions may vary. After you escalate a complaint with Genting Casino, for instance, a supervisor or manager will contact you with their decision within 96 hours (4 days). 

What if you’re still unsatisfied with the response? If your problem is related to a gambling transaction, you may contact eCommerce Online Gaming Regulation and Assurance (eCOGRA). 

As an Alternative Dispute Resolution (ADR) company authorised by the Gambling Commission, eCOGRA may take interest in your dispute with a casino and make a ruling on the matter. However, it reserves the right to refuse assistance if it finds the dispute to be frivolous or vexatious in nature.

4 Key Points to Remember When Escalating an Online Casino Complaint

1. Always make sure that your complaint has legs. For example, don’t complain if you can’t find games like Crazy Time to play or your blackjack betting strategy doesn't help you win. 
2. Avoid trying to rush through the process. eCOGRA stipulates that players must wait at least two weeks since the start of a problem before they ask for assistance. Complainants should also have made all reasonable attempts to negotiate a solution with the operator. 
3. Keep a record of all communications when filing a complaint and escalating the matter. The most trusted UK casinos will operate fairly, follow the Gambling Commission’s rules, and offer a high standard of service. If you feel that’s not the case, you should be able to provide evidence. 
4. Familiarise yourself with the Gambling Commission’s rules on complaints. The Gambling Commission’s information on complaints procedures is well worth reading before you decide whether to file an initial complaint.

Conclusion

Filing a complaint with an online casino operator may help you find the result you’re looking for, but if not, escalating the matter could be the solution. Genting Casino provides clear information on how to contact our customer service department if you wish to complain, with details on escalation and reaching out to an ADR. 

If you have any questions about our services, our extensive range of online casino games, and anything else, it’s easy to contact our customer support team from the comfort of your own home. You can reach us via live chat and email — get in touch today!