How to solve casino disputes
Casino disputes are an unfortunate part of online gambling. Although the majority of casino players don’t experience any issues, if you are planning on signing up to an unlicenced casino, better known as a rogue casino, there is a good chance that you might come across an issue or two.
With technological advances in the online gambling industry, more and more casino games are now accessed by players from various countries. Each player has access to numerous games that come in different themes to suit his or her interests. It’s not just game themes though. These games come with rewards, missions, bonus features, and so on.
While the entertainment factor is high, players can get the chance to win some big money. And since the online gambling industry keeps on expanding at a rapid speed, without a doubt, some issues might crop up between players and the various casinos.
Each casino game comes with a set of rules, offers and features to entertain a variety of players. Some players can understand reasonably well the various jargon used, such as bonus wagering requirements, house edge, etc. But for many newcomers to this industry, they might not know what some of the terms in the bonus terms and conditions mean. That is when casino disputes might arise.
When it comes to confusion and lack of information, the customer support team is in place to help players. That being said, some players might become annoyed and minuscule issues can blow up into casino disputes. This is why we have created this guide to help players solve any casino disputes that they might come across.
How to avoid casino disputes
There are two possible cases: One deals with how to solve casino disputes once you are in one, while the other one is about how to avoid them altogether. If there is no casino dispute in place, you wouldn’t have to go through all the trouble to solve them.
Avoiding getting into casino disputes relies solely on the player’s shoulder. Do your homework before signing up and depositing at a UK online casino. There are many casino review sites, such as GambleGenie, that give honest reviews. These sites help players by offering a variety of UK online casino bonuses, reviews of slot games, customer support responsiveness and much more.
Additionally, you should always read the casino’s terms and conditions carefully before agreeing to them and making a deposit. This should help you avoid casinos with bonuses that are less than ideal. Once you agree to the terms and conditions, you are legally bound by them, and any issues that may arise are solved according to this contract.
You should keep in mind that any promotion, casino bonus, slot tournaments and other deals, you might avail yourself to, come with their terms and conditions. They overwrite the general terms and conditions you agreed to initially.
How to handle casino disputes
Get in touch with the casino’s customer support team
Before jumping the gun, try to solve any conflicts by getting in touch with the customer support team. Take your time to go over the terms and conditions you initially agreed to before you approach the team.
After that, you are free to get in touch with the team with the T&Cs that might relate to the dispute. Request feedback and any potential advice on how best to move forward. You might want to give them details, such as dates, the issue, transactions and anything else that could be helpful to your case.
The best British casinos care about their reputation online and want to acquire as well as retain players. They would instead help out the player as much as possible than possibly damaging their reputation. If you are not satisfied with how the investigation pans out, you can move on to the next step.
Get in touch with an alternative dispute resolution party
If you are dissatisfied about the outcome, you can escalate your complaint with an external party that can delve deeper into the issue. Since every UK casino is licenced and regulated by the UK Gambling Commission, they have by law, provide you with an alternative resolution body such as ECOGRA, ADRg and Citizens Advice.
Solving such cases can take up to 90 days once the mediator contacts the casino on your behalf. However, this could vary from one situation to another, depending on the dispute’s complexity. Starting a claim with an ADR is free, but there might be more expenses if it requires further information.
There are other options if you are not happy with the ADR.
Disputing in court
Before taking this step, make sure you know your rights and under which claims you are suing the operator. Disputes between casinos and players fall under the UK Consumer Rights Act since you are initiating a contract with the casino once you make a transaction.
The UK Gambling Commission has two basic requirements from casinos when issuing a licence: Fairness as well as transparency.
By fairness, it means that casinos must handle disputes with their players fairly by finding an impartial yet objective resolution. On the other hand, transparency refers to the ease by which the player managed to obtain information when deciding to start playing there. This also pertains to bonus terms and conditions, the information provided and the customer support team.
Here’s a list of Alternative Dispute Resolution Providers as approved by the UK Gambling Commission.