How to contact the regulator in case of conflict
1) Why contact the regulator
A regulatory body is a structure that monitors casino activities and monitors license compliance. In case of a conflict with the operator (non-payment of winnings, account blocking, cancellation of bonuses, refusal to withdraw funds), it is the regulator who can request an explanation from the casino, conduct an audit and oblige to fulfill the conditions.
2) Determine who regulates casinos
1. Find license information at the bottom of the site or in the "About" section.
2. Pay attention to:
3) Prepare the evidence
Before filing a complaint, collect:
4) How to file a complaint
The process depends on the licensing authority:
5) Features for Australia players
Australian regulator ACMA only accepts complaints about illegal casinos targeting AU residents. It can block a site but does not always return funds.
If the casino is offshore, the complaint is filed directly with the license jurisdiction, bypassing the ACMA.
6) What to do after filing a complaint
Monitor the regulator's response - usually the response comes within 2-8 weeks.
Don't delete your casino account until the proceedings are over.
Keep all new evidence (for example, letters from the casino after filing a complaint).
7) The bottom line
An effective complaint to the regulator requires accurate information about the license, collected evidence and the correct choice of the body authorized to consider disputes. The more structured and documented your appeal, the higher the chance of a positive decision.
A regulatory body is a structure that monitors casino activities and monitors license compliance. In case of a conflict with the operator (non-payment of winnings, account blocking, cancellation of bonuses, refusal to withdraw funds), it is the regulator who can request an explanation from the casino, conduct an audit and oblige to fulfill the conditions.
2) Determine who regulates casinos
1. Find license information at the bottom of the site or in the "About" section.
2. Pay attention to:
- name of jurisdiction (MGA, UKGC, Curacao, Isle of Man, etc.);
- license number;
- link to the regulator's website (sometimes clickable).
- 3. If the casino hides or distorts the license data, it will be impossible to contact the regulator - this is a signal of potential fraud.
3) Prepare the evidence
Before filing a complaint, collect:
- screenshots of correspondence with support;
- transaction history (deposits, withdrawals, canceled payments);
- a copy of casino rules and bonus terms;
- date and time when the dispute occurred.
4) How to file a complaint
The process depends on the licensing authority:
- MGA (Malta) - fill out an online form on the Malta Gaming Authority website, attaching evidence;
- UKGC (UK) - apply via ADR (alternative dispute resolution), the list is available on the UKGC website;
- Curacao - send an email to the management company (indicated in the license), attach a full description of the situation;
- Isle of Man - sending the official form through the Gambling Supervision Commission.
5) Features for Australia players
Australian regulator ACMA only accepts complaints about illegal casinos targeting AU residents. It can block a site but does not always return funds.
If the casino is offshore, the complaint is filed directly with the license jurisdiction, bypassing the ACMA.
6) What to do after filing a complaint
Monitor the regulator's response - usually the response comes within 2-8 weeks.
Don't delete your casino account until the proceedings are over.
Keep all new evidence (for example, letters from the casino after filing a complaint).
7) The bottom line
An effective complaint to the regulator requires accurate information about the license, collected evidence and the correct choice of the body authorized to consider disputes. The more structured and documented your appeal, the higher the chance of a positive decision.
