Complaint category
Software issues at online casinos
Game crashed, balance showing wrong, missing funds after a technical fault. How to document and demand.
What this category covers
Technical faults in the game client: crashes, frozen games, balance miscalculation, missing funds after disconnects, and questions about game fairness.
- Slot froze mid bonus round
- Balance showing incorrectly
- Funds missing after crash
- Evidence of unfair play
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 game crashed mid bonus round — do I get it back?
+Yes, if the server logs show the round was interrupted. Ask that the case be escalated to the game provider (NetEnt, Pragmatic, etc.) who hold the logs.
My balance is showing wrong — how do I prove it?
+Time-stamped screenshot, transaction history from «My account» and game history export. The casino can cross-check with server logs.
How do I know a game is fair?
+Check whether the game is certified by eCOGRA, GLI or iTech Labs. Certificate ID should be visible in the game info menu. If not, that's a red flag.