Online Casino Complaints


Player Assist – Casino.org’s Online Casino Complaints Service

If you’re having a problem with a casino we partner with, we’re here to help. Find out how with Player Assist, our new online casino complaints service.

Complaints process

As part of our mission to help our players win more, our online casino support team, aka the Player Assist Team, will reach out to a dedicated casino representative on your behalf to help resolve your issue. You can see how to file a complaint against a casino in the steps below. Please ensure you’re following our guidelines during the process.

STEP 1

FAQs & guidelines

Read through our online casino FAQs and guidelines to see how you can submit a complaint.

STEP 2

Investigation begins

You will hear back within 2 working days of submitting your complaint. We might have to ask for more details to fully understand your issue.

STEP 3

Contacting the casino

Our dispute resolution team will contact the casino. If they fail to respond, we’ll keep trying other ways to help you.

STEP 4

Solving your issue

We’ll work with you and the casino to ensure your issue is resolved to your satisfaction.

What issues might I have with an online casino?


Sometimes things just don’t go as planned, even when you’re playing at one of the most secure online casinos. Maybe your winnings weren’t paid, you can’t access your account or there’s an issue with your bonus. We’re here to help you with any problem you might encounter with our casino partners. Unfortunately though, if the casino isn’t on our list, we won’t be able to help you at this time.

Our dedicated online casino customer service team will speak to any site we have on our books, and help to resolve your issue. Please be aware that we might not be able to solve the problem straight away as it may take some time to investigate. If the casino isn’t listed, check our blacklist. These casinos have been deemed untrustworthy and not safe for our players.

How is this service free?


All players should be able to get honest, expert advice when it comes to online casinos. At Casino.org, we don’t limit that to just choosing a casino – we’re also here to help you if anything goes wrong. Our services are free because we get income from the casinos we list for driving traffic to their sites. Rest assured though, the casinos get no input whatsoever into how our content is produced or what we say.

This way, we can stay 100% independent and offer all our services for free to our players. To find out more, check out our about page.

Casino complaints vs Blacklisting casinos


Submitting a casino complaint doesn’t mean a casino will be automatically blacklisted. Issues can happen at even the best real money sites, but we’re here to help you solve them.

We only blacklist rogue casinos that don’t perform well in our 25-step review process, and those who continuously let their players down. These blacklisted casinos have been deemed unsafe for our players and we recommend you avoid playing there. If you are looking for how to report an online casino, head over to the blacklist and submit via the form.