Complaint category
Deposit issues at online casinos
Deposit charged but not credited, double charges or verification blocking the deposit.
What this category covers
Anything to do with money on the way FROM you TO the casino: uncredited deposit, double charges, ignored deposit limits or verification failures.
- Amount not credited
- Double charge
- Deposit limit ignored
- Verification blocking deposit
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 deposit was charged but not credited — what do I do?
+Send the transaction ID and bank statement to the casino immediately. If unresolved within 5 working days, contact your bank for chargeback and escalate to the regulator.
I was charged twice for the same deposit.
+Usually a technical fault. The casino must refund the duplicate within 3–5 working days. Demand written confirmation.
The casino ignored the deposit limit I set.
+That's a breach of UKGC licensing conditions. You normally have a right to refund of amounts above the limit. Escalate quickly.