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A ruling by IBAS is not binding on the operator and the customer, but is without prejudice to any legal proceedings that may follow.
So, in circumstances where your casino complaint is in reference to an advertisement, if you feel that the advertisement was misleading in any way, or unclear in its presentation of terms and conditions associated with the offer, then you may have a case to take to the ASA.
As well as dealing with complaints about misleading advertising, the ASA will also look at those relating to gambling ads that may be deemed to be socially irresponsible because they target under 18s or vulnerable people.
The UK Gambling Commission issues licenses to operators who wish to take bets from UK-based customers.
They will not adjudicate on complaints made by a customer about an online casino. If you believe that an operator has behaved in a way that contravenes the terms of their UK license however, you can report them to the Commission.
Under the terms of a license, a casino must not allow their business to be used as a way for criminals to profit, nor should they promote their service to under 18s.
In the event that you cannot resolve your complaint with your online casino, or the appointed ADR, a final resort could be to raise your complaint through the press or social media.
Online gambling and the actions of operators are currently hot topics in the news, and no-one wants to get bad press.
In social media, you can contact your operator through their twitter handle or facebook page for all their followers to see.
Ultimately, your best options are the standard complaints procedures outlined above. There are some really good player forums in the casino industry that you can use when you feel that you have not been treated fairly.
Forums are great for advice from fellow gamblers or just to share your frustration. Some of these sites carry a lot of weight and operators will have customer services agents who will be monitoring them to react quickly to any negative posts.
Additionally, two of these sites offer their own Alternative Dispute Resolution service. Remember though, these are not official ADR services — they are not included in the official list from the UK Gambling Commission.
However, they are well-respected sites and their services can be effective. Casinomeister is a trusted and respected casino portal that promotes fair, safe and secure gaming.
Their forum is one of the most active in the industry, and a great place to share experiences with other players. You can follow threads about pretty much anything casino-related and more.
In , Casinomeister became a certified arbitrator in the EU and UK. The POGG is an online gambling portal that specialises in thorough and high quality reviews of online casinos.
They use mystery shopper, ratings and an auditing service to provide some of the most reliable and exhaustive reviews on the web. They all provide a complaints service.
Their in-house ADR official holds Associate level membership with the Chartered Institute of Arbitrators.
You can check their history of disputes, how they were resolved, and what the outcome was on the website. The AskGamblers casino portal has been around for over 10 years.
It has a huge database of reviews, as well as providing up to date information about the casino industry. They also run the AskGamblers Casino Complaints Service in which they mediate between players and casinos to try to resolve disputes.
Their record is impressive in this area. Showing 1 - 10 of complaints 1 2 Gambling guide How to choose a casino Games of chance: RTP and variance Bonuses and promotions Fair gambling codex Responsible gambling and help for problem gamblers.
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The rules are super simple and there is no need to spend any money. Our Alternative Dispute Resolution official holds Associate level membership with the Chartered Institute of Arbitrators.
The only people that will be able to view a complaint that is currently being dealt with are site staff, the customer who lodged the complaint and the casino rep who is helping to resolve the complaint.
This is to ensure privacy during the mediation which is more conducive to successful resolution. Complaints that have been closed can be found beneath this and are open for everyone to read.
This insight allows up to provide you with reliable and well informed information on the best online casinos. We also provide informed opinions on new online casinos ensuring that our readers are informed how about how the licenses that have opened new properties have treated players in the past.
If a license has always been cooperative in the management of player complaints and has always treated players fairly you know that a new casino on this license is very likely safe to play with.
Conversely, if you know that the license holder has mistreated players in the past, why would the be different now simply because they have a new url?
To compliment our casino reviews we review the latest slots games so that our readers know the best online slots to play and conduct bonus simulations so that players can know which casino sign up bonus is best for them.
The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel.