Dispute and Complaints Process

If a non GamStop casino won't pay out, won't respond, or has disputed a withdrawal, there is a process — it's just not the same as the UKGC's formal Alternative Dispute Resolution route, and it depends heavily on which licence the casino holds.

Step One: Go Through the Casino's Own Process First

Most non GamStop casinos have a stated complaints procedure, even if it's not prominently displayed. Submit your complaint in writing, keep a copy, and note the date. This step is required before most licensing authorities will accept an escalated complaint.

Step Two: Escalate to the Licensing Authority

If the casino doesn't resolve the issue, the next step is the licensing authority shown on the casino's own licence. MGA and Curaçao both accept player complaints against licensees directly through their websites. Gibraltar and smaller jurisdictions vary in how accessible this process is — check the regulator's own site for a complaints procedure before assuming there isn't one.

What Evidence to Keep

Screenshots of the disputed transaction, all correspondence with support, your account's verification status, and the casino's own stated withdrawal terms at the time you deposited. Licensing authorities generally require this kind of documentation before investigating a complaint, so keep it as you go rather than trying to reconstruct it later.

What to Expect

Response times from licensing authorities vary enormously — MGA and Gibraltar are generally more responsive than smaller jurisdictions. There's no guaranteed timeline, and not every complaint results in resolution, particularly against operators licensed in less accountable jurisdictions. This is precisely why licensing matters before you deposit, not just after something goes wrong — see our offshore licensing explained page for how to check a licence before you have a problem to escalate.

If You Believe You've Been Treated Unfairly by a Casino in Our Index

Contact us directly with your complaint and any supporting evidence. We factor confirmed player disputes into a casino's score at the next review cycle — a casino's PSI score isn't static, and a pattern of unresolved complaints will move it.