Online Casino Complaints

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Horse Racing

The California Horse Racing Board regulates pari-mutuel wagering, racing, breeding, and track standards in the State

Terms & Conditions

The terms and conditions of welcome bonuses and regular promotions are generally the most common frustrations for players. They can generally be long winded and extremely detailed. This is why the UK Gambling commission have worked with casino sites in an effort to simply them and provide more clarity.

Therefore you will now see what are known as significant terms and conditions listed next to a promo or on any image containing an offer. These are designed to bring you key information about your bonus, so it’s worth giving them a read to avoid any possible frustration.

Despite the work of the UKGC, these T’s &C’s can still be a little confusing to those new to online gambling; the terminology can also be unfamiliar. This is the most common reason for raising a complaint, so again we would recommend giving them a read before accepting any bonuses.

If there are any you don’t quite understand, it may be worth chatting to the casino to get clarification. As any complaint raised through a lack of understanding or misinterpretation of requirements is likely going to result in disappointment for the customer.

CasinoMeister

CasinoMeister has been online since 1998 making it one of the oldest casino portals around. They have set the standard for being tough on online casinos and their casino forum has been the pillar of the site having knowledgeable gamblers.

Of course CasinoMeister’s Pitch a Bitch is the start of the casino complaints aspect of the industry and to this day only a few sites offer it since it requires a lot of work, dedication and knowledge of the industry. CasinoMeister continues to be a site that players always look up to and industry peers still respect.

Bacta ADR Service

• Website: bactaadrservice.org.uk
• E-mail: [email protected]
• Phone: 020 7730 6444

This group provides mediation in a range of gambling-related issues, providing people like you with help resolving disputes. On their website, they provide a complete list of all companies registered for their service, which can be browsed quickly and easily; this is helpful if you’re checking to see whether your casino is listed with them or not. They also offer a comprehensive FAQ section, with answers to common queries to save you time contacting them in the first instance. This is solely focused on gambling-related disputes.

Providing documents

Operators are required by various laws and regulations to establish the age and identity of customers. In some cases this can be done through electronic databases or other information and the customer will not have to do anything else. In other cases it will be necessary to ask the customer to provide further information, including photocopies, or certified photocopies, of official documents such as bank cards, bank statements, passport or driving licence. This is usually explained in the operator's terms and conditions. Customers sometimes object to sending such data over the internet and may do it by post, but this is obviously slower. There is no evidence that either method is more or less secure than the other. We regard either method as acceptable. You should always send in clear, high quality, copies, preferably scanned or photocopied, or digitally photographed (at the same angle as a scanner/photocopier.) You must not alter such documents or the copies. Where a customer has triggered a security alert or is affected by a security alert, then obtaining copies of documents becomes even more important. We are aware that some customers seek to register incomplete or partially inaccurate details for various reasons. This is not permissible and will lead to delays and complications when copy documents are required. Copy documents are carefully checked by specialist staff against databases and other sources to ensure they are genuine and have not been altered. This may lead to delays due to the time this takes or to research an unusual document or get a second opinion on a question. Customers will be asked to send in better copies if what they provide is not clear. We will invariably support an operator who asks a customer to provide copy documents for proper reasons.

Responsible Gambling

Self Exclusion

Illegal gambling activity, cardroom activities, background checks, game rules, and self-exclusion at cardrooms

Bureau of Gambling Control P.O. Box 168024 Sacramento, CA 95816-8024 (916) 830-1700 – For Complaints: select option 4, Compliance and Enforcement Section.

UK Gambling Commission

The UK Gambling Commission exists to safeguard players by ensuring fair and safe gambling conditions and regulating all types of gambling services offered to UK players. This includes betting, casinos, bingo, arcades, gambling software providers, and remote gambling that is done by phone or online using UK-based equipment. Gambling Commission licences are also needed by gambling websites that advertise or trade to players in Great Britain.

The UK Gambling Commission is also responsible for issuing gambling licenses to gambling operating businesses and sets the requirements for all UKGC licensees. The commission uses its regulatory powers to take action, such as licence suspension or financial penalties, against casinos failing to adhere to the regulations and rules set out in the Gambling Act 2005.

UKGC licensing objectives include the protection of vulnerable persons and children from being exploited or harmed by gambling. The commission ensures that all gambling activities are conducted in an open, fair, and transparent way that prevents gambling from being a source of disorder and crime. The main focus of the UK Gambling Commission is making gambling safer for UK players and some of the most recent adjustments include stricter advertising rules. Credit card gambling is banned to make sure players avoid spending money they don’t have.

Complaints: The most common types of complaints include IT issues, customer services, decisions regarding cancelling or voiding bets, ID verification, bonus offers, terms and conditions, payment management, the amount paid or whether players have won.

16. Inactive account

16.1 If you do not use your account to carry out any betting activity for a period of 12 consecutive months, such account shall be deemed to be inactive (Inactive Account). Any Inactive Account will be subject to the following:

• Following 12 months of uninterrupted inactivity, we will send a reminder mail to you via the e-mail address saved in your account details. Upon receipt of this reminder mail, you will have 30 days to log into your player account. If no login is registered within this 30-day period, £5 of real money credit will be deducted from the balance. If the balance is less than £5 then the whole amount will be deducted. If the account remains inactive for 13 consecutive months since your last login, you will be sent a reminder mail every month and a monthly charge of £5 will be incurred and deducted from the real money account accordingly until either the balance is £0 or you log into your account. • We reserve the right to close any Inactive Account whose balance has been reduced to zero for a consecutive period of 6 months.

METROPOLITAN GAMING DISPUTE MANAGEMENT SERVICE

METROPOLITAN GAMING DISPUTE MANAGEMENT SERVICE (MG DMS)

Whilst we expect your Complaint to be satisfactorily resolved, if this is not the case and you wish to dispute the conclusion of the investigation you may do so by referring the matter to MG DMS. When making a Dispute please provide the following information:

• your membership number

• full name; and

• a summary of your original Complaint, where possible this should include a description of your Complaint, relevant dates of game play, together with the location of Venue

• details of your Dispute of the outcome of our Venue investigation

MG DMS will seek to resolve your Dispute through our internal processes as soon as possible and no later than eight weeks from the date on which the Venue received your original Complaint. MG DMS will provide you with a final response in writing. This will present details of the investigation, confirmation of whether your Dispute of the outcome on the Venue investigation has been upheld or declined, together with appropriate redress or resolution.

Your Dispute of the outcome of your original Complaint will be accepted: in writing to:

MG Dispute Management Service

Compliance Department

55 Baker Street

London

W1U 8EW

Or via email at: DMS@metropolitangaming.com

If MG DMS are unable to conclude the investigation within the required timescales, they will write to you to confirm that you may at this point escalate the matter to an independent Alternative Dispute Resolution (ADR) provider.

9. Account funds, deposits and withdrawals

9.1 Account Funds: We hold customer funds for all customers (irrespective of location) separate from company funds in a separate bank account which is used for customer funds only. 9.2 Deposits:

• Deposits to the player account are made by transfer of money to the account by way of the payment methods stated in the Deposit tab upon login to your account. • We reserve the right to change the forms of payment that we may accept from time to time. • You may only use payment methods registered in your own name to make deposits. • We may limit your deposits on any single day. • We further reserve the right to accept certain methods of payment only subject to the fulfilment of certain conditions. • We do not warrant that all methods of payment are available at all times. • We do not accept cash funds sent to us. • The transfer of funds between accounts on our network is prohibited. • By depositing money, you agree not to make any charge-backs, reversals or otherwise cancel any deposits into your account, and agree to refund and compensate us for unpaid deposits. • We accept no responsibility for any currency exchange conversions, charges or fees levied by your card issuer, bank or financial institution. • Please be advised that our products are consumed instantly when playing or betting. Thus, we cannot provide returns of goods, refunds or cancellation of your service when playing or betting. If you play a game or service with real money, the money will be drawn from your player account instantly. • Your account should not be used as a banking facility/account and deposits should only be made with a view to using funds to place bets. Your account is not insured, guaranteed, sponsored or otherwise by any banking insurance system nor shall it earn any interest. Should you make repeated deposits and withdrawals without commensurate bets being placed, we reserve the right to pass on to your accounts, without prior notice any bank charges we have incurred before closing the account. • Billing descriptors: Your credit card, debit card or e-wallet will be billed immediately after purchase. Please contact Customer Support for queries regarding billing descriptors on your statements.

9.3 Withdrawals:

• No withdrawal will be processed, and funds cannot be withdrawn from your account until: (i) Verification Checks have been satisfactorily completed; (ii) payments have been confirmed; and (iii) you have complied with any other withdrawal conditions, specific rules and promotional terms relating to your use of the Website and/or affecting your account (for example, any applicable bonus terms). Please note that Verification Checks include checks on your identity, age, place of residence and proof of ownership for any payment methods used (including the source of your funds or wealth) as further set out in clause 5. We may withhold any withdrawal in instances where you have not complied with any of the conditions in this clause. • Should you wish to withdraw some or all of your balance you may select how much you wish to have paid back. • All withdrawals will be paid back to the same payment method used to make a deposit on the account. The withdrawal methods will become available once a successful deposit is made with such method. • Where your withdrawal method is no longer valid or available (for example, it has expired) your withdrawal will not be processed, and you will be asked for details of an alternative payment method. We may request further information or documentation from you in this instance. • Once a withdrawal is requested, it will remain pending for between 1-2 days. Once approved it will be processed immediately but may take up to 3 working days to reach your account - this period will vary depending of the withdrawal method selected. • The minimum withdrawal is £20. To make a withdrawal, you must have made or make a minimum of one purchase in your lifetime with us and you have wagered at least once, in full, the deposited amount. • Unless otherwise agreed in writing, the maximum you may withdraw in any week is 5000.00 EUR - Weekly. VIP players may be eligible for a withdrawal limit increase. • You may only use payment methods registered in your own name to make withdrawals. It is your responsibility to submit the correct bank account details (where applicable) for payment of withdrawals. We cannot repay payments made by us to any other account due to incorrect account details provided by you. • Funds may be deducted from withdrawals in compliance with and as required by any applicable regulation or law. • If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your account. If you have used any such amount to place wagers, we may cancel these wagers and void any winnings. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us and we may take steps to recover such amount. In the event of an incorrect crediting, you are obliged to notify us immediately by email. • All transactions shall be checked in order to prevent money laundering. We shall report any suspicious transactions to the relevant competent authorities in Malta and/or the country you are based in. If you become aware of any suspicious activity relating to any of the games or anything relating to the Website, you must report this to us immediately. We may suspend, block or close an account and withhold funds if requested to do so in accordance with applicable law. • Enhanced due diligence may be done in respect of withdrawals of funds not used for wagering.