The complaints process at fast withdrawal casinos in the UK can differ based on various factors, including the nature of the complaint, the specific casino involved, and the regulatory body overseeing it.
To streamline our discussion, we will focus solely on the complaints process pertaining to online fast withdrawal casinos licensed by the UK Gambling Commission (UKGC).
But, before we begin, know that the UKGC does not function as an ombudsman service. It will not be involved in resolving or making decisions on players’ complaints regarding gambling-related transactions. It doesn’t have any power to help you get your money back if you lose it to a casino.
However, if they receive valid complaints against a certain casino, they would launch an investigation and look for breaches in their licensing terms. Based on their findings, they would then decide whether to take action against the casino or leave the case as is.
How to Complain About a Fast Withdrawal Casino
As per the guidelines provided by the UKGC, in the event of a disagreement between you and a fast withdrawal casino regarding gambling transactions or the quality of service you received, you must initiate your complaint directly with the casino in question first.
Common Types of Complaints
Some of the most common complaints that may arise are regarding…
- Disputes over winning
- What amount you’ve been paid
- How your payments were handled
- Disagreement regarding confiscated winnings
- What the terms and conditions are
- Issues related to bonus offers availed
- Problems related to KYC verification
- Disagreement regarding the closure of your account
- Disputes over cancelled or voided bets
- Issues with the casino’s IT systems
- Issues with the customer service received
Please note that this list is not exhaustive. The nature of complaints may vary depending on the challenges and issues you face while playing at a fast payout casino licensed by the UKGC.
Complaints Procedure
Step 1: Check the Terms and Conditions
The first step towards complaining about a UKGC online casino with quick withdrawal should begin with you checking the terms and conditions of the casino which are associated with your account or any gambling transaction you engage in.
This step holds significant importance due to the following reasons:
Compliance
Checking and understanding the terms and conditions ensures that you are in compliance with the rules and regulations set forth by the casino and that the casino is in compliance with the UKGC’s mandates. This helps you avoid complaining unnecessarily in case you have unintentionally violated the rules.
Legal Protection
By knowing the terms and conditions, you gain a clear understanding of your rights and obligations as a player. This knowledge can provide you with legal protection in case you decide to go ahead and lodge the complaint.
Financial Considerations
The terms and conditions outline important financial details such as deposit and withdrawal procedures, fees, bonus terms, and wagering requirements. By reviewing these conditions, you can gain clarity about the decisions you have made regarding your financial transactions. This will help you steer clear of potential surprises when you actually lodge the complaint.
Privacy and Data Security
Terms and conditions of a fast paying online casino address how your personal information will be collected, used, and protected by the operator. By understanding these provisions, you would know whether your data is handled in a manner that aligns with your preferences and expectations.
Step 2: Get in Touch With the Casino or Use Resolver
Once you’ve checked the casino’s terms and conditions and established the fact that your complaint is legit, you can then proceed in any of the following two ways:
Contact Casino
A casino’s website should provide information on how to reach out to them and access their complaints process. Keep in mind that each fast withdrawal casino licensed by the UKGC is expected to have its own unique procedure, which may differ from others.
Use Resolver
Alternatively, you can leverage the power of Resolver, a free, independent issue resolution service recommended by the UKGC. Use it to get expert guidance and support in raising a complaint effectively with the casino.
Resolver operates by putting you in the driver's seat. It enables you to achieve results without directly intervening or taking over your complaint. One of the key advantages of using it is that you can be confident you're communicating with the right individuals at the right time.
This issue resolution service provider helps you escalate your complaint by collaborating with ombudsmen and regulators, which increases your chances of reaching a satisfactory outcome.
It's important to note that Resolver does not provide phone support and does not have a designated phone number. However, their online platform ensures that you have all the tools and resources necessary to effectively navigate, raise and resolve your complaint.
Additionally, as Resolver operates as an independent entity, the Gambling Commission isn't involved in how its services work. Also, it is not mandatory for licensed casinos with fast withdrawals to have the Resolver tool in place, and as such not all quick paying casinos will accept Resolver.
Step 3: Follow the Complaints Policy
Whether you want to get in touch with the casino directly or through Resolver, you must follow the complaints policy set in place by either.
Via Casino
Provide the fast withdrawal casino with all the details about your grievance, including the following:
- Precise dates
- Specific times
- Exact monetary figures
If you have any relevant evidence to support your claim, furnish that as well. But remember to retain a duplicate copy of all the information you provide.
Via Resolver
To begin, simply use the Resolver homepage to search for the fast payout casino against which you want to raise the complaint. Next, follow the instructions and provide as many details as you can about your issue.
It can be anything regarding the following aspects of the casino:
- Accounts
- Complaints procedure
- Customer service
- Gambling
- Licensing
- Marketing and advertising
- Protection of funds
- Terms and conditions
- Others
Your selected prompts will help Resolver create a dedicated case file exclusively for your concern. Subsequently, a template email will be generated, which you can edit or choose to send as is.
Your concern will first be forwarded directly to the fast withdrawal casino’s customer support team. Any response from the operator will show on your Resolver case file and you will be notified about the same, too. If the issue remains unresolved even after 8 weeks (56 days), it will be forwarded to eCOGRA.
If you are unable to find the concerned casino within the Resolver platform, don't hesitate to reach out to them. They will make every effort to add it to their database.
Step 4: Wait for the Response
All UKGC-licensed fast withdrawal casinos are granted a timeframe of 8 weeks to address your complaint upon its reception. Once the investigation concludes, they must inform you about the outcome of your complaint and provide guidance on what’s up next.
This guidance will also cover instructions on what to do if you are not satisfied with the resolution. For instance, you may be instructed to escalate the matter to a higher authority in the business.
Step 5: Take the Next Step, if Dissatisfied
If the resolution provided by the casino directly or via Resolver does not satisfy you, there exists a possibility for you to escalate your complaint to an Alternative Dispute Resolution (ADR) provider.
However, it is important to keep in mind that before resorting to ADR, you must first navigate through the designated complaint procedure of the fast payout casino. You cannot take a complaint directly to an ADR without approaching the casino first.
For the uninitiated, ADRs in the context of UKGC-licensed online casinos are certified third-party mediators that offer independent dispute resolution services for free. Every licensed casino must sign up with an ADR service to help you escalate complaints for independent review.
Such entities analyse the information you provide as well as that received from the casino to resolve your issue and settle your complaint.
The fast payout casino against which you intend to complain has the responsibility to recommend the appropriate ADR provider and furnish you with their contact information. Additionally, they may issue a formal letter validating your eligibility to escalate your complaint to an ADR entity.
An important thing to note here is that an ADR provider can only help you resolve issues related to gambling transactions. It cannot assist you with issues regarding a fast withdrawal casino’s customer service or administration.
Responsibilities of Licensed Fast-Pay Casinos
Every licensed fast-pay casino has certain responsibilities to fulfil regarding the complaints procedure it puts in place. Let’s discuss them.
Setting the Procedure
The UKGC requires that all licensed casinos with speedy payouts must establish a clear, user-friendly and easy-to-find complaints process in plain English. It should clearly explain how to submit a complaint, whom to contact, and what information to provide.
Casinos should also include information about the complaints policy in their general terms and conditions, with a link to the full policy if necessary. They should also consider non-English speakers by providing the complaints process in different languages, especially if they offer marketing materials in those languages.
All licensed casinos must handle complaints according to the established procedure, except for those that can be quickly resolved during the initial customer contact.
Receiving a Complaint
All licensed fast withdrawal casinos must accept complaints through various channels, including in-person, verbal, written, telephone, email, or third-party tools like Resolver.
If a casino provides live chat services, its customer support team should be adequately trained to identify complaints that require redirection to a formal complaints procedure.
Casinos can also decide if they want to address your complaints on social media or guide you to the formal process on their website. Restrictions on public sharing of complaints should be fair and transparent, without hindering customer support options.
Time Limits
According to the guidelines set by the Competition and Markets Authority, casinos are prohibited from unfairly restricting your access to the complaint procedures by imposing unreasonable time limits.
You should be allowed to file complaints for at least six months following the incident; casinos cannot include terms that prevent you from raising complaints during that period.
When a complaint is received, a fast withdrawal casino must acknowledge it within 24 hours. The maximum timeframe to address complaints, as already mentioned, is 8 weeks.
Casinos can implement internal escalation procedures if the initial response is unsatisfactory, but the entire complaints process, including any escalation, must be completed within 8 weeks.
However, an extension may be requested if you fail to engage in a timely manner, such as by not responding to requests for information within 7 days.
If the complaint remains unresolved after 8 weeks or a deadlock is reached, the fast payout casino must send a final letter to you explaining the decision and informing you of the end of the complaints process. The letter should also provide instructions on how to escalate the complaint to an ADR entity if desired.
ADR Requirements
As already mentioned, casinos with fast withdrawals are required to have mechanisms in place for you to resolve disputes through an ADR. If your complaint remains unresolved after 8 weeks, you should be given the option to involve an ADR entity, unless a deadlock or final position is reached earlier.
The services of the ADR entity should be free of charge, and the casino in question must not impose terms that restrict your right to take legal action. ADR entities have the authority to reject frivolous or vexatious complaints, but the casino should not refuse to refer disputes on such grounds.
They must promptly provide all necessary information to the ADR entity and respond within 10 working days. ADR entities can consider unresolved complaints related to gambling transactions, including account management and access to funds.
They can also consider compensating you for expenses or inconveniences. ADR entities should consider the relevant terms and conditions of the fast payout casino and apply consumer protection laws in their decision-making process.
Information to Customers
As already discussed, fast withdrawal casinos also have the responsibility to provide you with comprehensive information on how to lodge a complaint, including relevant contact details.
This information should also cover the entire complaint process and the ETA for resolution. It is important for the casino to include details about the ADR provider, including contact information and any limitations on the types of disputes they handle.
If a complaint cannot be resolved, this information should be provided as well. In case you request to use an ADR provider other than the one designated, the fast withdrawal casino must inform you of the associated risks.
Unapproved ADR providers may not adhere to the ADR regulations, which emphasize fairness, transparency, and openness. Casinos are required to inform you that you can still use their approved ADR provider, even if you have already approached an unapproved provider.
Lastly, the casino should provide you with a copy of their complaints policy upon request or whenever you file a complaint.
Information for the UKGC
Licensed casinos are obligated by the UKGC’s Social Responsibility Code to maintain records of customer complaints and disputes, which must be made available upon request.
All complaints that progress through the formal complaints procedure must be documented. Those resolved swiftly through channels like live chat or initial contact on-site need not be reported but should still be recorded for internal purposes.
Fast withdrawal casinos must also report the total number of formal complaints received and the number that escalate into disputes to the Commission. They are also required to report the number of disputes referred to an ADR provider.
Notifying the UKGC
Licensed quick-paying casinos in the UK are obligated to inform the UKGC about any changes in their designated ADR entity. This includes cases where they temporarily use a different ADR provider than the one specified in their complaints policies.
How to Report Something Suspicious or Illegal at a Fast Payout Casino
If you happen to come across activities that appear suspicious or unlawful while playing at a fast payout casino, know that you can confidentially notify the UKGC. This also applies to any concerns you may have regarding the management practices of a fast-withdrawal casino.
Common concerns, which you may report include…
- underage gambling
- money laundering
- suspicious activity
- unlicensed gambling or criminal activity
Confidentiality is strictly upheld for all reports received. However, it is important to note that the UKGC cannot offer feedback on any information you provide if it leads to an investigation. Doing so could potentially compromise the integrity of the inquiry.
Whenever the UKGC takes disciplinary action against an individual or a casino, the same will be documented in its sanctions register. These sanctions are made public only after notifying the concerned party and taking their objections into careful consideration.
UK residents can place a complaint over the telephone by calling 0121 230 6655. Players outside the UK can call up on +44 121 230 6655 for the same. The timing for receiving complaints is Monday to Friday, 9 AM to 5 PM.
How to Complain About a Fast-Pay Casino’s Gambling Advert
In the United Kingdom, the Advertising Standards Authority (ASA) serves as the advertising regulator. It is responsible for enforcing the UK Advertising Codes developed by the Committees of Advertising Practice.
These codes focus on regulating the content and positioning of advertisements. For gambling products, the codes warrant that the ads ensure social responsibility. The primary aim is to safeguard the well-being of children, individuals under the age of 18, and vulnerable groups from harm and exploitation.
According to the codes, advertisements for gambling products or services must not be deceptive. For instance, if a free bonus offer requires a £10 deposit to get activated, but its gambling advert fails to clearly state the same, the ad can be considered misleading.
If you come across a fast-pay casino putting out such gambling advertisements, you can raise a complaint with the ASA for up to 3 such issues at a time.
To file a complaint, you have two options: either complete the online complaints form on the ASA website or reach out to them via the contact details provided. When submitting your complaint, please ensure you have the following information readily available:
- Details about the advertisement, including where and when you saw it.
- A photo, video, or screenshot of the ad, if possible.
- A screen recording that fully captures the content, including any audio if it is time-limited content such as Instagram Stories.
The ASA states that you must not submit the recording with your initial complaint because there would be file size limitations in place. After submitting your complaint, you will receive an automated response containing a unique reference number.
At this point, you will be asked to provide the recorded content. It is crucial to include your unique reference number when submitting the recording.
How to Complain About an ADR Provider Recommended by a Quick Payout Casino
Typically, when it comes to lodging complaints against a quick payout casino, the resolution offered by the ADR provider is considered final. Nevertheless, there are instances where you might have the opportunity to request a reconsideration of their decision.
It's important to note that the Gambling Commission does not have the authority to intervene in the ADR provider's decision or prompt them to reassess their judgment.
You can raise a complaint against an ADR entity in the following way:
Following the ADR’s Complaint Procedure
If you find yourself dissatisfied with the service provided by the ADR entity, you have the option to voice your complaint directly to them.
Every ADR provider is required to have clear information readily accessible on their website regarding the procedure for submitting a complaint. It can vary from one ADR provider to the next, but should not be absent.
Reporting Your Complaint to the UKGC
You can also report your complaint regarding the ADR entity to the UKGC. The information you provide will be analysed to make sure the ADR entity is obliged by the UKGC-mandated rules.
However, as mentioned earlier, they won’t take up the responsibility to question the resolution offered or request a reassessment. You can submit your complaint online using this form. But, the UKGC won’t be able to update you on the outcome of any investigation either.
Seeking Legal Help
To further challenge the ADR provider’s decision, you can take your complaint to court. You may want to take independent legal advice if you choose to do this. Thankfully, you can find free or affordable legal help in the UK using a national charity like Citizens Advice, which is recommended even by the UKGC.
How to Complain About the Gambling Commission Itself
If you find yourself dissatisfied with the services of a licensed fast withdrawal casino and believe that the UKGC has not taken sufficient action, you have the option to lodge a complaint against the latter. Your complaint can be made verbally or in written form.
The Gambling Commission takes complaints seriously and places great importance on addressing them in a prompt and effective manner. They are committed to rectifying any errors that may have occurred and strive to enhance the overall quality of their operations.
Definition of a Complaint as per the Ukgc
The UKGC defines complaints as “an expression of dissatisfaction with a service delivered by the Commission.”
A complaint, according to them can be related to the following:
- The expected quality of service.
- The behaviour of staff providing the service.
- Action taken or not taken by the UKGC’s staff or others engaged in the business.
The UKGC does not consider any complaint regarding:
- Their policies or policy decisions expressed as an individual’s opinions.
- Matters that have already undergone a thorough investigation through this complaints process.
- Issues that are currently in court or have already been resolved through a legal process.
- Disagreements with decisions that can be appealed under statutory rights.
- Direct complaints related to gambling businesses.
Complaints Procedure
You can complain about the UKGC to the UKGC in three different ways:
Online
You can complete this online form to submit a complaint against the Gambling Commission or one of its employees. You will receive the reply via email or post – whatever you prefer.
By Email
To raise a complaint against the UKGC, you can also drop a line at this email id: [email protected]
In Writing
If you want to make a complaint about the UKGC in writing and submit it via post, here’s the address you must send it to:
Governance
Gambling Commission
Victoria Square House
Victoria Square
Birmingham
B2 4BP
Note: If you have a disability that prevents you from using these methods, the UKGC can help you make your request over the phone. You can reach out to them on 0121 230 6666.
Information to Be Provided
To help the Gambling Commission understand and investigate your complaint better, you must provide the following information:
- Clearly explain what you believe went wrong.
- Specify the date or time when the incident occurred.
- Mention the individuals you interacted with during the process.
- Describe how you would prefer the issue to be resolved.
- Provide your preferred contact information, including email, telephone, or postal address, for effective communication.
If someone raises a complaint against the UKGC on your behalf, the Gambling Commission would require written confirmation from you, stating that you have authorised the person to act on your behalf.
How the UKGC Deals With Your Complaint
The UKGC will first review your complaint and categorise it as any of the following:
- Upheld
- Partly upheld
- Not upheld
It will then formally address your complaint in two stages.
Stage 1
Once a complaint is received, it will be acknowledged within 3 working days, and the information provided will be thoroughly examined. The individual assigned to handle the complaint may reach out to you for additional details and further clarification, if necessary.
At Stage 1, the UKGC can appoint any employee who has had no prior involvement with the specific issues raised in the complaint. Ideally, this individual holds a higher position than the staff members implicated.
Within 10 working days, the UKGC will furnish you with their findings, using your preferred mode of contact. In the event that the response time exceeds this duration, you will be kept informed about the progress, the reasons for the delay, and an estimated date by which you can expect a comprehensive response.
Stage 2
If you find the response you received in Stage 1 of the complaint process unsatisfactory, you have the opportunity to escalate your complaint for further evaluation by a member of the Governance team. However, if your complaint pertains to the Governance team itself, it will be handled by a separate team.
You must initiate this review within 28 days from the date of the Stage 1 reply. In your request, you need to provide details explaining why you remain dissatisfied, specifically addressing the unresolved aspects of your complaint and suggesting possible resolutions.
It's important to note that any issue that was not previously raised in the Stage 1 complaint will not be considered during the Stage 2 review.
Once your Stage 2 complaint is received, you can expect an acknowledgement within 3 working days. The UKGC would typically reply within 20 working days.
In case it is not possible to complete the investigation and provide a response within that timeframe, you will be kept in the loop and informed about the progress, reasons for any delay as well as when you will receive a definite reply.
Stage 2 marks the end of the complaints resolution process.
Independent Review
In case you find yourself dissatisfied with the resolution of your complaint by the UKGC even after receiving a Stage 2 response, and you wish to escalate the matter, there is an option to reach out to the Parliamentary and Health Service Ombudsman.
The Ombudsman holds the authority to make conclusive decisions regarding complaints that remain unresolved by the NHS, government departments, and select public entities. Their services are provided at no cost to individuals.
To proceed with lodging a complaint with the Ombudsman, visit their official website or contact them at 0345 015 4033.
What Happens When You Are Proven Right
In instances where the UKGC makes errors and you are proven right, their approach revolves around rectifying the situation. Their course of action includes the following measures:
- Embracing accountability by acknowledging the mistake and extending an apology.
- Explaining the error and the reasons why it happened.
- Taking corrective actions by implementing necessary modifications to address the issue.
- Garnering insights from the mistakes made, adapting practices and policies where appropriate and logical.
Do you play at fast withdrawal casinos in the UK? Have you ever found yourself in a situation where you needed to file a complaint against the casino, the ADR entity it suggested, or even the UKGC itself? We invite you to get in touch with us and share your unique experience. We are eager to incorporate it as a case study in this article.
