Dispute Resolution
Learn how to effectively resolve disputes with betting platforms, understand your rights, and know when and how to escalate issues to regulatory authorities.
Common Dispute Types
Account Issues
Common Examples:
- Account suspension or closure
- Verification problems
- Login or access issues
- Unauthorized account changes
Payment Disputes
Common Examples:
- Delayed or missing withdrawals
- Unauthorized charges
- Failed deposit processing
- Incorrect transaction amounts
Betting Disputes
Common Examples:
- Incorrect bet settlements
- Cancelled or voided bets
- Technical errors during betting
- Market suspension issues
Bonus & Promotion Issues
Common Examples:
- Missing bonus credits
- Incorrect wagering calculations
- Promotion terms disputes
- Bonus conversion problems
Step-by-Step Resolution Process
Document Everything
Gather all relevant evidence before contacting support
Contact Customer Support
Reach out through official channels with clear details
Follow Up Regularly
Maintain communication and track progress
Escalate if Necessary
Use formal complaint procedures if unsatisfied
Escalation Options
Platform's Complaints Procedure
Internal formal complaint process
When to Use:
First escalation step for unresolved issues
Timeframe:
Usually 14-28 days for resolution
Cost:
Free
Process:
Submit written complaint through designated channel
Licensing Authority Complaint
Complaint to gambling regulator
When to Use:
Platform fails to resolve complaint satisfactorily
Timeframe:
3-6 months depending on complexity
Cost:
Free
Process:
File complaint with platform's licensing authority
Alternative Dispute Resolution (ADR)
Independent mediation service
When to Use:
Required before licensing authority in some jurisdictions
Timeframe:
90 days typical maximum
Cost:
Usually free for consumers
Process:
Apply through approved ADR provider
Ombudsman Service
Independent complaint resolution service
When to Use:
Available in some jurisdictions (UK, etc.)
Timeframe:
8 weeks to investigate
Cost:
Free for consumers
Process:
Apply online or by phone after platform complaint
Legal Action
Court proceedings for dispute resolution
When to Use:
Last resort for significant amounts
Timeframe:
Months to years
Cost:
Legal fees apply
Process:
Consult solicitor and consider small claims court
Collecting Evidence
Screenshots & Records
- Account balances
- Bet slips
- Error messages
- Terms and conditions pages
Why Important: Essential for proving your version of events
Communication History
- Email exchanges
- Live chat transcripts
- Phone call notes
- Support ticket numbers
Why Important: Shows your attempts to resolve the issue
Transaction Data
- Deposit receipts
- Withdrawal requests
- Bank statements
- Payment confirmations
Why Important: Proves financial transactions and timing
Account Information
- Account history
- Verification documents
- Bonus history
- Game logs
Why Important: Provides context and account status
Regulatory Authority Contacts
UK Gambling Commission
Complaint Process:
Online complaint form after platform's process
Time Limits:
Must complain to operator first, then UKGC within reasonable time
Malta Gaming Authority
Complaint Process:
Player support unit handles complaints
Time Limits:
After exhausting operator's complaint procedure
Curacao Gaming Control
Complaint Process:
Email complaint with documentation
Time Limits:
After attempting resolution with operator
New Jersey DGE
Complaint Process:
Online complaint system available
Time Limits:
No specific time limit mentioned
Dispute Prevention Tips
Read Terms Carefully
Understand platform rules, bonus conditions, and dispute procedures before playing
Act Quickly
Most platforms have time limits for raising disputes, so don't delay
Keep Records
Maintain your own records of bets, transactions, and communications
Test Support
Contact customer service with simple questions to test their responsiveness
Important Dispute Reminders
Time limits apply: Many platforms and regulators have strict deadlines for raising disputes, so act promptly.
Follow the process: Skipping steps (like not contacting the platform first) may invalidate your complaint with regulators.
Be professional: Maintain polite, factual communication even when frustrated, as this helps your case.
Know when to stop: Consider whether the time and effort involved is proportionate to the amount in dispute.
Choose Platforms with Good Support
Reduce the likelihood of disputes by choosing platforms with responsive customer service, clear terms, and good complaint resolution procedures.