How to submit a complaint against an online casino?

How to submit a complaint against an online casino?

Written by Abdul-Karim Muzzammil Safar le  November 23, 2022 Last modified on November 23, 2022

This article takes 8 minutes to read and has 1561 words.

Every day, millions of people in the United Arab Emirates and around the world play at the best online casinos, hoping to hit a life-changing jackpot. Virtual gambling platforms have been attracting people since their birth in the 90's, due to the advantages and conveniences they offer (bonuses, no waiting in line, no logistical constraints, etc.). Unfortunately, technology has not yet found a way to avoid the hundreds of disputes between operators and players that still exist today.

While the process of taking legal action against a physical casino is easy to understand, the process of taking legal action against an online gambling site is not well known to players. Here, we explain how the law works in relation to these online platforms, as well as how to proceed step by step to obtain redress in the event of a dispute.

Reasons to file a complaint

In the almost 3 decades of its existence, the online casino world has recorded many reasons for disputes between players and casino operators. They can range from simple misunderstandings or misinterpretations to situations of proven ill will and technical problems. In any case, here are the 3 most common reasons for complaints against virtual casinos:

  • A slow or unjustified refusal to pay earnings;
  • An attempted scam;
  • A gambling scam.

These situations can manifest themselves in a variety of ways. Players typically complain about Terms and Conditions that are open to interpretation or changed without notice, rigged games and unfair payouts, or unusually slow processing of financial transaction requests. In any case, it is important to remain calm and act within the legal framework.

Find an amicable solution

The complaint you have with your online casino may be the result of a misunderstanding. This is why you should first try to find an amicable solution. This will allow you to assess the operator's willingness to resolve the problem, and avoid a more costly, time-consuming and expensive legal action. For an amicable settlement, it is necessary to contact the platform's managers.

Contact customer support with respect

The customer service department of online casinos is there to deal with requests, answer questions, but also receive any complaints from players who feel they have been wronged. The idea is to explain the situation and your complaint to them as clearly and accurately as possible, and to provide them with the information they need to try and resolve the matter. You should discuss the matter with them in a calm and courteous manner, trying as much as possible not to give in to the anger caused by the problem.

Player support services can usually be reached by phone call, live chat, email or through a pre-designed contact form. The various contact channels (phone number, email address, chat thumbnail, etc.) are usually accessible on the casino's homepage, sometimes right at the bottom. If you can't find them there, do some online research and you should find an address fairly quickly.

Contact a supervisor

If the discussion with customer service is not successful and you do not feel that they are able to resolve your issue, you can ask to speak to the site supervisor. Sometimes they will offer to escalate the matter to a higher level of decision making. Patiently and calmly, you should explain the details of your complaint to the supervisor again, and notify them of the remedy you feel is legitimate. If you are confident that you are in the right, have followed this process, and that your gaming platform is acting in good faith, you should be able to reach an amicable settlement at this level. It's if you can't reach a settlement that things will get tough.

Contact the regulators - gaming license

You have spoken with your online casino site, and you are now certain that they do not want to settle the damage they are causing you. It's time to take the matter up with your casino's licensor. Legal online casinos always operate under an operating license that has been granted to them by a legally and officially recognized body in the online betting industry. The best known are probably the Curacao eGaming Authority, the Malta Gaming Authority (MGA), the Kahnawake Gaming Commission, the Alderney Gambling Control Commission, the UK Gambling Commission (UKGC) or the Autorité Nationale des Jeux (ANJ) in France. There are a few others, depending on the country where the casino operators are based and from where they operate.

These official accreditors sworn in by the states are not only the guarantors of the legality of these casinos, but also of their regulatory operation. Any casino platform that does not meet their standards of fairness and honesty runs the risk of having its license revoked, which makes it de facto an illegal site that is blacklisted and officially discouraged for players. This means that if you are contacted by a casino and they feel that you have been wronged by the casino, they can demand that the damage be repaired or face a penalty. All you have to do is go to their official website and make a detailed complaint. This is the second level of action you can take to try and get your case heard.

Contact the justice system

The third step is a full-blown lawsuit. If you find that the action of the licensing body still does not resolve the situation, it is time to take the matter to court. The process is somewhat tricky, as the laws governing the world of online gambling and betting vary by country and legal area. For example, in the United Arab Emirates, gambling is completely prohibited.

Therefore, you cannot initiate legal proceedings in the United Arab Emirates, even if the casino in question accepts and offers its services in the Emirates. Why not? Well, it is because as we have just said, playing at an online casino is not allowed by law, even if it is not punishable by a fine. The legal recourse can be made by referring to an international arbitration body or the justice of the country where the casino is headquartered.

It is important to know what the law says in this regard so that you can assess your chances of winning a case. You may wish to seek the advice of a gambling lawyer, who may be able to assist you in making sure that you have the best chance of winning.

Post comments on the internet

At the same time, you have one last card to play to try to get things moving. Online casinos are first and foremost commercial enterprises, and as you might expect, they have a vested interest in maintaining a good reputation if they want to continue to attract customers. This is their most obvious Achilles heel in the event of a dispute with you.

Go to review sites such as Trustpilot or popular gambling forums to raise the issue and report the abuse you think you're experiencing. Casino operators often scour these high-profile platforms to find out what is being said about their services. Even if they don't, rest assured that if you are the first to raise the alarm, the information will spread and the casino's reputation will be damaged if they don't act. However, be careful not to spread slander and be honest in your presentation of the facts. With a little luck, your posts will get the attention of the people involved and they will contact you to discuss the matter.

Be patient to find a solution

These dispute situations that can arise between you and the online casino are quite stressful, as it is often the player's hard-earned money that is at stake. It takes time and energy to settle, which is not good for your health. That's why, once again, we urge you to be as calm and collected as you can be. Take the time to gather the evidence and arguments that will support your position in the event of an arbitration, and read the Terms and Conditions of the site properly to see if they don't rule against you. Don't be hasty and keep in mind that many disputes similar to yours have been settled in the end. Patience will always be your best asset in this case.

Find a trusted casino at

That being said, it is still best to avoid getting into this kind of contentious situation. The best solution is still to find a quality and trusted online casino to play at. This way, the risk of a dispute is not only completely reduced, but if it does happen, it is very likely that an amicable settlement will be the option chosen. A smooth, lucrative and dispute-free online gambling experience is every bettor's dream, and that's what we offer here at We have an extensive and detailed file of reviews and analysis of all the best virtual establishments on the market. We also provide tips, tricks and advice to maximize your chances of winning. With the establishments recommended here, you are almost guaranteed to never have to file a complaint against anyone.


Abdul-Karim Muzzammil Safar - Content writer for

Last modified on : November 23, 2022

Abdul-Karim Muzzammil is a content writer for, a website that specializes in gaming and gambling news. He graduated from the American University in Dubai with a degree in Mass Communication. Abdul-Karim is an avid sports fan and loves to watch football and cricket matches. Abdul-Karim Muzzammil is a gambling expert who enjoys sharing his knowledge with the community. He has been involved in the industry for many years and has gained a wealth of experience that he is happy to share with others. Abdul-Karim is passionate about helping people learn more about the world of gambling and how to make the most of their betting experiences.

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