Complaints about this website
If something we published is inaccurate, out of date, misleading or unfair, tell us. This is the category we act on fastest, because a wrong number on a slot review costs readers real money.
How to raise one
- Email [email protected] with "Complaint" in the subject line.
- Tell us the page, and quote the specific line. "The RTP on the home page" is enough — a screenshot is even better.
- If you know what the correct information is, include your source.
What happens next
- We acknowledge within two working days.
- We investigate within ten working days, checking the disputed claim against the published game data and the operator's own terms.
- If you are right, we correct the page immediately and note the change. If we think the original was correct, we explain why and show our sources.
Complaints about a casino
We cannot resolve a dispute with an operator. We are not a casino, not their agent and not a regulator. We have no access to your account, your balance or your verification documents, and no power to force any outcome. Sending it to us adds delay.
UK-licensed operators have to follow a defined complaints process, and it works — but only if you use it in order.
Step 1 — the operator
Raise it in writing with the casino's own complaints team, not live chat. Include your account username, the dates and amounts involved, and what outcome you want. Under UK Gambling Commission rules they must handle it under a published procedure and give you a final response, normally within eight weeks.
Step 2 — alternative dispute resolution
If you get a final response you disagree with, or eight weeks pass with none, escalate free of charge to the operator's ADR provider. Every UKGC licensee names theirs in its terms — commonly IBAS (ibas-uk.com) or eCOGRA. ADR decisions bind the operator.
Step 3 — the regulator
The UK Gambling Commission at gamblingcommission.gov.uk does not settle individual disputes or recover money for players, but it does want to know when a licensee behaves badly. Reporting it feeds into their enforcement work and can affect a licence.
What we can and cannot do
| We can | We cannot |
|---|---|
| Correct a mistake on any page of this site. | Access, unlock or close your casino account. |
| Explain a bonus term you find confusing. | Release a withdrawal or reverse a deposit. |
| Point you at the right ADR provider for an operator. | Overturn an operator's decision. |
| Remove a brand we no longer consider safe to recommend. | Lift a GamStop or self-exclusion before its term ends. |
| Pass repeated, evidenced problems to our contact at the operator. | Change a game result — outcomes come from a certified RNG. |
Complaints about our affiliate relationships
If you think a review has been softened because of a commercial relationship, say so and point at the passage. We will re-examine it against the published criteria on our Affiliate Programme page and reply with our reasoning. If the criticism lands, we change the page.
If the underlying problem is that gambling has stopped being enjoyable rather than a dispute over money, our Responsible Gaming page lists free, confidential UK support — including the National Gambling Helpline on 0808 8020 133, open 24 hours.