Complaint guidelines
Before submitting
Contact the operator first and save its reply. Check the advertised processing time and verification requirements.
Your submission
Include the operator, country, category, timeline, disputed amount and requested outcome. Upload only relevant, redacted evidence. Never send passwords, identity documents or full card numbers.
The process
- Awaiting review: your case is private.
- Open / in progress: a moderator checks the summary before publication and can assign a mediator.
- Waiting for player / operator: identifies whose reply is needed.
- Resolved, unresolved or rejected: the decision explains the outcome.
Public replies are moderated. Private replies are visible only to the sender and staff. Evidence is accessible only to you and staff, not operator representatives.
Review a decision
Use Contact with the case number and new information. Duplicate, abusive or unsupported submissions may be declined with an explanation.
Service limits
Submission is free. We cannot compel a response or payment and do not guarantee a result or completion time. This platform is not a regulator or authorised dispute resolution body. Check your account for updates.