Complaint category
Bonus issues at online casinos
Bonus not credited, removed after winning or accusations of bonus abuse. Bonus terms are often tight — here's how to read them properly.
What this category covers
Disputes around welcome bonuses, wagering requirements, bonus removal and bonus abuse accusations.
- Welcome bonus never added
- Bonus removed mid-play
- Bonus abuse accusation
- Wagering counted incorrectly
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 says I abused the bonus — what can I do?
+Ask for the exact bonus term they consider breached. If terms are ambiguous you have a strong case both with the casino and the regulator.
The bonus was removed mid-play — is that allowed?
+Only if the bonus terms permit it and you received written notice. Unilateral removal without warning is normally a breach.
Do all games count toward wagering?
+Many games (live blackjack, certain slots) contribute 0–10% to wagering. Check the list in the bonus terms BEFORE playing them.