Three steps in order: the operator's own complaints process in writing, then its alternative dispute resolution provider, then the regulator that issued its licence. Skipping steps usually gets the complaint bounced back.
Step one: the operator, in writing
Use email or a written complaint form rather than live chat, because you need a record. State what happened, what you want, and the dates. Keep it factual.
Licensed operators must have a published complaints procedure with a defined response time, usually eight weeks maximum in the UK and comparable elsewhere. Ask them to confirm they are treating it as a formal complaint, which starts that clock.
Step two: alternative dispute resolution
Every UKGC-licensed operator must be signed up to an approved ADR provider, named on its website, usually in the footer or the complaints page. eCOGRA and IBAS are common. ADR is free to you, independent of the operator, and its decision binds the operator.
ADR will not look at your case until the operator has had its chance, which is why step one cannot be skipped. The Netherlands, Denmark and Sweden have comparable routes through the regulator's own complaints handling.
Step three: the regulator
Regulators generally do not resolve individual money disputes, which surprises people. What they do is act on licence breaches: an operator ignoring its own complaints procedure, refusing a legitimate withdrawal, failing anti-money-laundering duties, or breaching advertising rules.
That still matters to you, because a regulator asking questions changes an operator's behaviour quickly.
- UK: Gambling Commission, via its website
- Sweden: Spelinspektionen
- Denmark: Spillemyndigheden
- Netherlands: Kansspelautoriteit
- France: ANJ
- Australia: ACMA
What strengthens a complaint
Screenshots with timestamps, the exact bonus terms as they appeared when you accepted them, transaction IDs and full email threads. Take screenshots early, because terms pages get updated and your evidence disappears.
If the operator is unlicensed
There is no step two or three. There is no ADR provider and no regulator with jurisdiction. This is the concrete cost of playing outside a regulated market, and it is why our safety weighting is what it is.
Tell us as well
If an operator we list has treated you badly, we want to know: corrections@chatcasinoai.com. We cannot recover your money, but a pattern of reports changes what we publish about that operator.