Player Complaint Process
Player Complaint Process for Licensed Operators
◆ The Authority does not handle, mediate, or adjudicate player complaints. Disputes between players and operators are the responsibility of the operator and, where unresolved, of an approved independent ADR provider. The Authority’s role is limited to regulatory oversight — it monitors whether licensed operators comply with their obligations, including their obligation to maintain a functional complaints process.
Players should not contact the Authority to resolve a dispute. The Authority will not correspond with players on the merits of individual complaints.
Complaint Procedure for Player-Operator Disputes
Step 1 — Submit Your Complaint to the Operator
All complaints must be submitted directly to the licensed operator in the first instance, using the complaint submission function accessible via the operator’s interactive site seal. Complaints submitted through other channels may not be accepted.
Operators are required to investigate and respond within 30 calendar days. The following submission deadlines apply:
Game outcome disputes — within 14 calendar days of the relevant session
Account disputes (payments, suspensions, bonuses) — within 30 calendar dayse.
Step 2 — Escalate to Independent ADR
If your complaint is not resolved within 30 days, you may escalate to an approved Alternative Dispute Resolution (ADR) provider. ADR participation is mandatory for all licensed operators. The operator bears the cost of ADR proceedings.
Complaints submitted through any other channel may not be accepted or reviewed.
What Falls Outside This Process
The following are not subject to regulatory review:
- Complaints from players in excluded territories
- Claims unrelated to licensed gaming activity
- Complaints escalated before the 30-day operator period has elapsed
- Commercial disputes — including contracts, affiliates, IP, trademarks, and domain names — which are matters for the courts or competent arbitral bodies
All complaints and ADR communications must be conducted in English.
Important
The Authority does not act as a mediator or tribunal for individual player or commercial disputes. Its role is to set the regulatory process and oversee licence compliance. Player disputes should first be addressed directly with the operator and, if unresolved, may be referred to ADR. Private commercial disputes, including IP, trademarks, affiliates, contracts, and domain names, are matters for the courts or appropriate arbitral bodies.
The Authority’s Regulatory Role
If a complaint or report indicates a potential breach of licence conditions, the Authority may use that information as part of its supervisory function. This is not involvement in the underlying dispute. The Authority does not act as a tribunal for individual players, operators, or commercial parties.