Complaints support · Updated April 2026

How to complain about an online casino

PlannedPlay guides you through the process — from first contact with the casino to a formal complaint with the UK Gambling Commission.

We are not a mediator. We are a neutral guide pointing you to the correct channel for the UK market.

Submit your case

Tell us what happened in plain language and attach the evidence you have.

We mediate

Our team contacts the casino on your behalf and pushes for a fair resolution.

Get answers

Track progress in real time. Most cases close within 14 days.

8wk
Operator deadline (UKGC)
14d
ADR response window
30d
Escalation window
6
Markets covered

Three things to do first

Complaints lacking basic documentation get rejected by both casinos and the UKGC. Follow these steps first.

Thomas Grand
Reviewed by Thomas Grand · Chief Editor & Casino Analyst
  1. Step 1

    Contact the casino in writing. Use chat or email. Save the full conversation log with timestamps.

  2. Step 2

    Allow up to 8 weeks. Under UKGC rules the operator has up to 8 weeks to issue a final response. Then you can escalate to ADR.

  3. Step 3

    Gather evidence. Screenshots of balance, transaction IDs, terms in force at deposit time, and all correspondence.

Read guidelinesSubmit complaint

How the process works

What happens after you submit our form, and what to expect at each stage.

  1. 1

    Receipt and review. We respond within 2 working days and may ask for additional information.

  2. 2

    We point you forward. You get ready-made escalation templates and the right ADR provider (eCOGRA or IBAS).

  3. 3

    You drive the case. The ADR provider issues a binding decision on the operator. We follow up after 30 days if you wish.

Complaint History

Browse every case we have ever mediated.

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Annual Report

See last year's outcomes and statistics.

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Latest Complaints

Real cases submitted by real players. Switch tabs to see how each is progressing.

  • Casino Alpha

    2 days ago

    $2,400

    Solved

  • Casino Beta

    4 days ago

    €890

    Solved

  • Casino Gamma

    6 days ago

    $1,150

    Solved

  • Casino Delta

    1 week ago

    £540

    Solved

  • Casino Epsilon

    2 weeks ago

    $3,200

    Solved

Clean Sheet Casinos

Operators with the lowest complaint volume — verified by our team.

See all rankings →

Common complaint types

Pick the category that best describes your case. Each page has specific tips and escalation templates.

Where to escalate

In the UK, casinos must offer access to an Alternative Dispute Resolution (ADR) provider. The UKGC supervises operators but does not arbitrate individual cases.

United Kingdom

UK Gambling Commission

UKGC won't mediate individual disputes; they require players to go through the operator's ADR (Alternative Dispute Resolution) provider first. eCOGRA and IBAS are the most common ADR bodies.

Visit website →Complaints portal →

Frequently asked questions

  • Can you get my money back from the casino?

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    We do not mediate directly. We give you the tools and contacts so the ADR provider or UKGC can act — they are the only parties who can compel payment.

  • What does it cost?

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    Free. We earn affiliate commission from casinos we recommend, but never give any operator preferential treatment in complaint handling.

  • How long does it take?

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    Up to 8 weeks with the operator (UKGC rule), then 30–90 days with the ADR provider. AML and KYC cases can take longer.

  • What if the casino does not respond at all?

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    That is itself a UKGC breach. Escalate immediately to ADR and consider a chargeback if the deposit is recent.

  • Will you publish my case?

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    No. Individual cases are never published. We use anonymous aggregate data in our casino rankings.

  • What if I'm self-excluded?

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    If you self-excluded before the deposit and the operator allowed further deposits, you are entitled to a full refund. Escalate quickly if refused.

Ready to submit?

We review your case within 2 working days.

Submit complaintRead guidelines

How the PlannedPlay Complaints Service Works

If a casino has refused a withdrawal, voided winnings or stopped responding, you can file a complaint with us. Our team contacts the operator on your behalf and mediates a resolution — at no cost to you.

Submit a case via our complaint form — include screenshots, transaction IDs and any chat logs.

What We Can and Can't Help With

We can help when…

  • A confirmed withdrawal has been delayed beyond the casino's stated timeframe.
  • Bonus winnings have been voided without a clear T&C breach.
  • Your account has been closed without explanation.
  • KYC documents have been ignored or repeatedly rejected.

We can't help when…

  • You knowingly violated bonus T&Cs (e.g. exceeded max bet).
  • You used multiple accounts or VPN to bypass restrictions.
  • The operator is unlicensed and refuses to engage.

Tips Before Filing

  • Re-read the casino's T&Cs and bonus rules.
  • Save chat transcripts and email replies as PDFs.
  • Make a final polite request to the casino's complaints address.
  • Then submit a case — we'll take it from there.

Typical Timeline

Most cases resolve within 14–30 days. Larger sums or escalations to a regulator can take longer. We keep you updated by email at every stage and never share personal data with third parties.

Frequently Asked Questions

Frequently Asked Questions

  • How much does the service cost?
    Nothing — PlannedPlay mediates complaints free of charge for players.
  • Can you guarantee my money back?
    No service can guarantee a payout, but our resolution rate is high when the case is well-documented and the operator is licensed.
  • How long does mediation take?
    Typically 14–30 days. Complex cases or regulator escalations may take longer.
  • Will the casino retaliate?
    Licensed casinos can't legally retaliate against complaints; doing so would breach their licence terms.