Select any operator from the list and at the top of the description field make clear the url of the operator you actually want to complain about. We will do the rest.

We receive around a half dozen complaints every day. Sometimes more. If there was ever a day that we received no complaints we would immediately know that there was a technical problem with our system.
 
When you receive an error message when trying to submit a complaint, this is not due to our system being in any way defective, it is due to some of the cookies stored by your browser clashing with the necessary processes needed to submit your complaint.
 
There are several ways that you can resolve or get around this issue.
 
The first and simplest is to clear your browser cache. If you are unsure of how to do this go to Google and search ‘how do I clear my [browser name] cache?’ Google will almost certainly display step by step instructions at the top of the search results.
 
If you do not want to clear your browser cache another option is to use a different browser. Our site works with all the most popular browsers on all the major platforms.
 
Finally, if you do not want to try another browser you can use an alternative device.

As frustrating as this is for many players, we cannot give you any good answer to this question.The truth is that how long your complaint will take to manage will depend on a variety of factors including:
 
Which operator you are complaining about – Some operators we have a well-established dialogue with, others we have never spoken to. The nature of our existing relationship with the company will have a significant impact on how quickly we are likely to get a response. If we haven’t spoken to the operator before, you can take a good guess that it’s going to take us longer to get an answer.
 
Which operator you are complaining about! – Even when we have an established relationship with an operator, the policies at the operator’s end in terms of who is responsible for responding to complaint issues varies significantly from company to company. This means that some operators will regularly respond with full detailed responses within hours of our email and others will take several weeks.
 
Our system is specifically structured to treat both parties equally. Where we ask for information from either party we allow the party 3 weeks to respond before taking any action. That does not mean that 3 weeks will conclude our discussion. That is 3 weeks for each request. So if a response results in a further request, a further 3 week period will be allowed.
 
Who we have to talk to – Not all complaints are a discussion between us, you and the operator. From time to time we have to engage with regulators, software providers, other consumer protection agencies, financial institutions, legal firms etc. Where we have to do this, the process slows while we wait on the third parties involved in responding. Some of these third parties HAVE to respond. Others may choose to cooperate (most do) but will do so in their own time. But without exception our contacts will not be considered ‘high priority’ to these bodies. As such this slows the process down. Regulators and software providers especially – who are the most common 3rd party we need to contact – are commonly very slow to answer questions.
 
The nature of your complaint – What your complaint is about is likely to have a significant impact on how long it will take to manage. Some complaints are straightforward, others are complex and involved. Obviously the more complex your complaint is the longer it will take to discuss.
 
We need to give a clear warning on this point – Just because you consider your complaint to be straightforward does not mean we will. Often when we dig down into a complaint we will find issues that you may not be aware of. When that happens, we often end up talking to 3rd parties to get clarifications on rules and requirements to ensure that our understanding is correct. This goes back to the point above – the moment 3rd parties are involved in a conversation, everything slows down.

What we can do to give you some reasonable concept of how long a complaint will take to manage – to help you maintain appropriate expectations – is the following.
 
– Our quickest resolutions can occur in less than 24 hours.
 
– Our longest running complaint is at 2.5 years and counting (an exclusion has to expire before we can conclude the issue).
 
– Over the last year, the average length of time it has taken to conclude the complaint management process has been 40 days under all licenses and 35 when dealing with an operator for whom we act as ADR for their MGA license.
 
– Approximately 8% of complaints, for all licenses, have taken longer than 90 days to conclude. When acting as an ADR for the MGA license less than 4% of complaints tool longer than 90 days to conclude.

The short answer to this is “When we have new information to give to you or when we need further information from you.”
 
We understand that this can be frustrating, especially with cases that run on for a long time. However, at any given time this service has multiple hundreds of open cases. Every day we receive scores of requests for updates on complaints. If our team was to spend time responding to each of these requests with “we do not have any new information for you at the present time”, we would end up wasting hours every day. That’s hours of time that is not being productively invested in resolving these open complaints.
 
We do not provide updates on request as it would slow the system down noticeably for everyone involved.We ask you to be patient and understanding and know that, unless you have been explicitly told that your complaint has been closed, that as long as your complaint is at ‘In progress’ status, we are still actively working on your issue and conduct checks on the progress of your complaint at least once per week. We will get back to you when we are at a point where we can give you solid feedback.

Not unless we have asked you to.
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Our service receives literally hundreds of emails every day. The majority of these are players sending through documents or information we have not asked for. Where we need specific information to move your complaint forward we will ask for it. If we have not asked you to provide additional documentation it is because we do not feel that we require it at the present time.
 
If you have information that can only be provided via email that you think may make a difference to your claim, tell us about it on your complaint page. If we agree that it may be relevant we will direct you to email it through to us.
 
The vast majority of the emails we receive are not relevant. They choke-up our inbox and take excessive time to sort through. Please help this service out by asking whether we would likely need any information you have before sending it through.

The short answer is ‘no’.
 
The longer answer is ‘we will accept complaints via email but only where every other avenue to access our standard complaint management system has been exhausted.’ To date – in over a decade of managing complaints – we have NEVER encountered a case that could not be managed via our standard complaints system.
 
Our online complaint system is designed with the specific intention of making the complaint management process easier for all parties. The advantages are as follows:
 
– All complaint information is stored in a centralized location, ensuring that it is easy to locate for our ADR Official.
 
– It gathers and stores an appropriate record of permissions given to ensure compliance with the GDPR.
 
– It provides automatic reminders to our ADR Official at appropriate junctures when action needs to be taken on each case.
 
– It stores all complaint information in a secure fashion that is only accessible by the ADR Official.
 
The above being the case, complaints managed via our web based complaint system require less work, are faster to manage and are more secure.

You can, but it’s unlikely to be read. Our email notifications are sent out from an unmonitored email address and we give clear direction not to respond to them.
 
Even if you change the email address to our complaints email address, due to the high volumes of emails we receive every day not every email is reviewed. If we are not expecting an email from you we will not be looking for this.
 
If you want to respond to your complaint the correct way to do so is by logging into your account, going to your complaint file and posting any information you want us to review.

If you have been notified via email that your complaint has been rejected, this is because you have chosen a username that contains personal information that could be used to identify you. That being the case your account and complaint have been deleted from our system.
 
You need to re-register – this time choosing a user name that could not be used to identify you – and resubmit your complaint.

The most likely reason is that you’ve submitted your complaint via a username that is either your full name or email address.
 
When preparing a complaint for publication – after the complaint has been reviewed and all discussions concluded – we always look to ‘sanitise’ the complaint. This means editing out any information that could be used to identify you personally (Note: you can see where we’ve done this by looking for ‘[EDIT]’). We cannot edit out your username. If your username consists of information that could potentially be used to identify you we could potentially be considered in breach of privacy law publishing this information. As such we cannot accept any complaints from users that include personal information in their username. We do email you when this happens, but you may have missed our email. Sorry. Try signing up again using a different username and re-submitting your complaint.

While your complaint is in the process of being managed you will need to be logged in to see it. If your complaint is ‘In progress’ and you are logged in, it will appear at the top of the complaint list.

Unfortunately some players choose to use complaint services like ours to attempt to pressurise operators into paying out when they know they have not been compliant with terms and conditions. For this reason we ensure that both parties are given fair opportunity to provide their account of events before any complaints are made public. This has the added advantage of ensuring that many operators are more willing to cooperate and listen to our service as they feel they will be treated fairly and facts will be checked before publication happens. This results in a higher resolution rate for legitimate complainants.
 
We understand that you may be familiar with other complaint services that allow you to post your complaint in public immediately, but we strongly believe our system results in a higher rate of success in getting money back where it is due.

Simple – time. When we have information that is relevant and we can share with you we will. Until that point we don't provide updates either via your complaint file or via email. At any given time we have hundreds of open complaint cases we are reviewing. Some players will ask for multiple updates a week. We are a small team and restrict access to the complaints section to only team members that absolutely need to have it to ensure that your data remains private. We could spend hours every week responding to players asking for updates when we don’t have anything new to tell them, or we can invest those hours in making more progress with getting the open complaints resolved. When we don’t have anything new to tell you, responding to update requests is not a good use of time and only ultimately slows down the system for everyone.

This is an English language service and you need to use English when submitting your complaint.
 
We are always keen to help every player, regardless of the country they come from, so if you do not speak English we would recommend that you use freely available translation services like Google Translate to prepare your complaint.

It does not cost anything. Our service is free to use.

While we understand that matters other than a disagreement about funds can lead to dissatisfaction with a gambling operator, an ADR service is intended as an alternative to the small claims court. If it is not appropriate for a court to review an issue, this service is not the best forum to pursue your issue. As such we have a minimum claim value of €10.

New complaints can take up to 5 days to be reviewed.

Yes. However this will result in some additional requirements before we can discuss the complaint with anyone other than the account holder.
 
If you are looking for someone other than yourself to be able to manage your complaint we will require the following:
 
– A written and signed document stating that you provide your consent for your representative to act on your behalf in all matters relating to your complaint.
 
– A copy of government issued photo ID for both yourself and the representative.
 
– A bank statement or utility bill not older than 3 months for both yourself and the representative.
 
This list is not exhaustive and we may require further proof of identity for all parties involved.
 
Much simpler is if you manage your interactions with this service yourself and simply take any advice or guidance from any 3rd party you are looking to involve.

Unfortunately not every player plays by the rules. In fact a significant number of the players that complain to this service (approximately 10%) are knowingly engaging in activity that is not only prohibited by terms and conditions but potentially illegal, falling under the common definitions of fraud.
 
These players are a drain on our time and resources. They know before submitting a complaint that they’ve breached the rules and are simply hoping that the operator will not have enough evidence to convince a third party (or lots of third parties as these complainants often submit their complaint to every prominent service at once) that they have broken terms.
 
While we are not about to make moral judgements about the choices anyone makes – each person has to decide for themselves what is right and wrong in life – but this service is not intended to support players that are engaging in practices that breach terms and conditions or law. We will not aid them by providing information on how they got caught.

You do not. What constitutes “a lot of money” is entirely based on your life circumstances. What seems like a small amount of money to you may seem huge to someone else and vice versa. We do not give priority to complaints based on the amount of money being contested.

We are always really happy to hear that a player feels so grateful to us that they’d like to contribute to our service. It is the biggest possible compliment that we could receive! But we would far rather you kept your hard-earned money, or if you really want to do something good, make a donation to a charity supporting those suffering from gambling addictions.
 
We are not at all ungrateful for your amazing gesture, but operators have to see us as impartial if we are going to expect them to cooperate with us. Where they see us accepting a cut of money we recover some of them will view this as an indicator of potential bias towards the player and use it as an argument against working with us to resolve complaints. We do not want to give them that excuse so we do not accept donations.

No. If the only grounds for your claim is that the operator does not hold a license to accept players from your jurisdiction you need to speak to the regulator/government agency responsible for preventing unlicensed operators from accessing residents under their purview. This service is specifically involved in the management of complaints where the gambling transaction has in someway become unfair. The lack of a relevant license does not by itself have any influence on the fairness of a gambling transaction .All we can suggest under these circumstances is that you ensure any operator you are considering playing with holds the relevant gambling license before you play.

No. If you are contesting that a payment has been taken without authorisation, the only party that can verify whether you authorised the payment are your payment provider. You need to contact your payment provider to review issues of this nature.

No. This is a matter of identity theft and needs to be managed by the relevant legal authorities (you need to report the matter to the police ;) ).

Our ADR service acts officially when you complain about an MGA licensed operator who also has opted to use our ADR service and there is no local license that supersedes the MGA license (for instance the UKGC license supersedes the MGA license). You will be able to determine this by looking under the complaints section of the operator's terms of use. When this is the situation our rulings are legally binding.
 

All other complaints are managed informally, meaning that while we are happy to try to assist you we have no legal authority to enforce any ruling we make.

Different aspects of our service are overseen by both the Malta Competition and Consumer Affairs Authority and the Malta Gaming Authority to ensure that our service maintains the standards expected by the regulators.
 

Alongside this, we publish annual reports on the complaints that we have managed over the previous year. You can see our ADR report for Oct 2019-Sep 2020 here. Over 2019-2020 over half of all complaints that were managed under our ADR remit were ultimately resolved, meaning that the player was paid.

We send out email notifications whenever your complaint file is updated.

In case your email client rejects our email notifications or marks them as spam, you should log in and check your complaint file regularly.

Don’t leave us chasing complaints that have already been resolved. Let us know if you no longer require our assistance!

The quicker you respond the quicker we can take the next appropriate steps.

All complainants need to use our standard complaint system unless requested to do otherwise.

If your submission form is incomplete, it will slow the process down as we ask you to provide complete details before we can start.

These characters cannot be used in your submission for security reasons. If you use them we will only receive a part of your complaint and we will have to ask you to provide the rest of the complaint again.

We will request any information that we require. Please don’t flood our inbox as this just makes it tougher to find the information we do need.

These automated emails are sent from an unmonitored email address.

No one other than you should ever have access to your account. If we were to log into your account, you would automatically be in breach of the operator’s terms of use.

Our complaint files are not a discussion forum. Posts from anyone other than the complainant will not be approved.

If you want to communicate new information about a complaint, you need to do so via your complaint file. Opening new complaint files will result in all new files being deleted.

Before seeking our intervention you need to have worked with the operator and provided a reasonable length of time for the operator to manage the issue internally. If you fail to do this the response we give will simply be to ask you to give the operator more time before expecting us to intervene.
 
We are here to help with situations that cannot be resolved between yourself and the operator, not as an alternative to working the with the operator’s Customer Service.

We do not review complaints if another ADR has already given a ruling on the matter.

We will update you once we are in a position to provide further comment on your case. We cannot accommodate update requests when we have no new information to deliver.

If you are rude, disrespectful, abusive or threatening we will disengage our involvement in your complaint and you will be barred from any future use of our service.
 
In the most extreme cases we will file reports with the relevant law enforcement agencies.
 
We have a zero-tolerance policy on this matter.