Complaint category
Account issues at online casinos
Account closed, self-exclusion ignored, registration blocked or operator vanished. Here's how to take control.
What this category covers
Anything to do with account status: closure, freeze, self-exclusion, registration problems and operators that suddenly become unreachable.
- Account closed without notice
- Self-exclusion ignored
- Registration blocked
- Operator suddenly offline
Before you complain
- Step 1
Contact the casino in writing. Request a case number and written response. Phone calls don't count.
- Step 2
Allow up to 8 weeks. UKGC rules give the operator up to 8 weeks for a final response.
- Step 3
Escalate to ADR. Use the link in the «Where to escalate» section.
Evidence required
- Screenshot of balance and transaction history
- Transaction IDs for deposit and withdrawal
- Full email and chat chain with the casino
- Screenshot of terms at deposit time
- Bank confirmation (where relevant)
Where to escalate
In the UK, after the 8-week operator window you escalate to the casino's ADR provider (eCOGRA or IBAS). The UKGC supervises but does not arbitrate.
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.
FAQ
The casino closed my account without explanation — now what?
+Request a written explanation and reference to a specific term breached. If no explanation arrives within 7 days, escalate to the UKGC and the ADR provider.
Self-exclusion was ignored — am I entitled to a refund?
+Yes. If you self-excluded before the deposit and the operator allowed further deposits, they must refund. Escalate quickly if refused.
The operator is offline — how do I get my money back?
+Licensing is your last resort. UKGC requires player funds to be protected; check the operator's segregation level. File with the ADR provider with full account dump as evidence.