A practical complaint file
- Record the date, amount, payment method, transaction reference and what the bank or wallet shows.
- Check the operator's payment and complaint terms.
- Contact the operator through the official channel and state the outcome you want.
- Keep the complaint number, messages and attachments.
- Wait for the operator's response or final position.
- If the dispute is eligible and remains unresolved after the complaint process, use the ADR provider named by the operator.
The Commission is a regulator, not an account support desk that can retrieve a specific payment. It does not replace the operator complaint route. Do not post full card details, account numbers or identity documents publicly.
FAQ
Can I go to ADR first?
No. The Commission says you must use the gambling business's complaint process first.
Does every payment issue qualify for ADR?
Not necessarily. The operator should identify the appropriate approved ADR route for eligible disputes. Read its response and the ADR provider's scope.
