Complaints Guide
Submitting a gambling complaint should be clear and simple, every step of the way. Here’s what to expect after you submit a complaint to CasinoReviews.
Submission & Processing
Once you’ve submitted a complaint, your issue will be reviewed by our Dispute Resolution Official (DRO). Please note it may take up to one week (5-7 working days) for our team to process your complaint and send an initial response. The initial response may contain one of the following: a request for more information; feedback about the legitimacy of your claim; a notification that we intend to contact the operator on your behalf.
Investigation & Updates
The investigation begins when you receive news that your complaint is valid and our team has all the information they need to get started. All communication about your case will remain private for the duration of the investigation. During this time, the only persons who can access your complaint details are you and your assigned DRO. We will notify you about progress and the final outcome via email. However, to ensure you don’t miss important updates, we recommend that you regularly check your CasinoReviews account, as well as your email’s spam and junk folders.
Resolution & Publication
Once all parties have submitted all the information and evidence our team requires, a final ruling will be provided detailing our ruling and the grounds upon which it is based. Your case will only be published on site once we issue a final ruling. CasinoReviews values your privacy, so rest assured that we always redact any personal information from the published complaint.