Make the payment decision the subject of your complaint
Submit a formal complaint through the operator’s published procedure. State the money still unavailable, what happened and the remedy you request. Ask for a complaint reference and the date of the next response. You can challenge a decision even if the account is locked and you cannot obtain new screenshots.
Use the contract or saved account emails to identify the company handling the account. A mediator for a different regional product may not cover it, even if the casino logo is the same.
A complaint you can adapt
Formal complaint: [account or case reference] I am disputing [restriction/deduction/non-payment] affecting [amount and currency]. On [date], [brief event]. Your response was [explanation or no response]. I supplied [requested information] on [date/reference]. Please explain the rule and transactions relied on, confirm the balance remaining, and review my request for [specific remedy]. Please acknowledge this as a formal complaint, provide its reference, response deadline and the independent escalation route applicable to my account.
Include what is available
- Account or transaction reference and the amount still disputed.
- A short timeline of the request, replies and missed updates.
- The term or promotion wording involved, if you saved it.
- Relevant confirmations or redacted screenshots; emails can substitute when the account is inaccessible.
Keep complete originals privately. Confirm the recipient before supplying anything sensitive, and avoid posting identity documents or payment credentials on a public thread.
The deadline depends on the account’s regulatory framework
| Framework | Timing | Conditions |
|---|---|---|
| Great Britain — Gambling Commission licensees | Access to approved ADR after 8 weeks unresolved, allowing permitted clock pauses; it may be offered earlier at deadlock. | The dispute must fall within the provider’s remit. The ADR service must be free to the customer. |
| Anjouan — covered licensed activity | Operator response within 30 calendar days. The policy sets submission windows of 14 days for game outcomes and 30 days for account disputes. | Use the complaint function in the operator’s interactive seal. Excluded territories and unrelated claims fall outside the stated process. Escalation goes to approved ADR after the operator period. |
Do not wait for an eight-week period if your applicable rules impose a shorter filing window. Check the current procedure promptly. Anjouan’s central policy calls for English communications, while some approved providers describe translation assistance; ask the selected provider what it accepts.
No answer, an adverse answer and no applicable mediator are different problems
No response
Keep proof of submission and the date the operator period ends. Request the named independent route and check its eligibility rules.
Final decision against you
Ask for the reasoning and any appeal route. Identify which part of the balance remains contested; a deposit refund may leave winnings unresolved.
No mediator covers the account
Record that gap. A regulatory report or public complaint can provide visibility, but neither automatically creates a binding recovery route.
Record the financial result separately
An accepted complaint is not a payment. Record money received, partial restitution, rejected claims and outcomes that remain unknown separately. If a forum closes a case because the player stops replying, that does not establish receipt. The guide to complaint outcomes explains how to read those labels.
A regulator may use reports to supervise an operator without deciding a customer’s monetary dispute. Anjouan explicitly assigns individual disputes to the operator and approved ADR, not the authority itself. A recovery agent’s promise is not a substitute for an applicable process.
Sources and dates
- British Gambling Commission: ADR requirements — Eight weeks, clock pauses and earlier deadlock. Consulted 30 September 2026.
- Anjouan complaint policy — Operator period, filing windows and eligibility. Consulted 30 September 2026.
- Anjouan authorised dispute providers — Provider scope and channels vary. Consulted 30 September 2026.