Guidelines
Complaints with clear documentation are processed faster. Here is what regulators actually look for.
Generic complaints get rejected. Regulators need exact dates, amounts and transaction references to open a case.
Screenshots, emails and chat logs are the actual decisive evidence. Mask card numbers.
If you breached the operator's terms — multiple accounts, false KYC, bonus abuse — the complaint will likely be rejected. Be honest early.
Phone calls leave no trail. Always insist on chat or email so you have documentation.
Operator support → 8-week final response → ADR (eCOGRA, IBAS) → court if needed. Skipping a step sends the case back.
Manipulated screenshots are a criminal offence and lead to immediate rejection. Not worth the risk.