UNDERSTANDING THE COMPLAINT PROCESS
Submitting a gambling complaint should be clear and simple, every step of the way.
To get started, read the best practices listed below and proceed to submit your complaint against an online casino operator or betting site.
Phase 1: Submission & Processing
Once your complaint is submitted, our Dispute Resolution Official (DRO) will assess your case. Please allow up to one week (5-7 working days) for our team to process your complaint and provide an initial response. The initial response may contain one of the following:
- a request for more information;
- feedback about the legitimacy of your claim; and
- a notification that we intend to contact the operator on your behalf.
Phase 2: Investigation & Updates
If your complaint is valid and our team has all the information they need, then the investigation will begin. All communication about your case will remain private for the duration of the investigation. During this time, the only persons who can access your complaint details are you and your assigned DRO. We will notify you about progress and the outcome via email. However, to avoid missing any important updates, we recommend checking your SiGMA ADR account, as well as your email’s spam and junk folders.
Phase 3: Resolution & Publication
Once all parties have submitted all the information and evidence our team requires, we will issue the outcome explaining the decision and its basis. Your case will only be published on site once we issue a final outcome. SiGMA ADR values your privacy, so rest assured that we always redact any personal information from the published complaint.
Before submitting a gambling complaint
Prior to submitting a complaint against a casino operator or other gambling site, we strongly advise you to take the steps listed below. Failure to adhere to these guidelines may result in your claim being delayed or declined.
Step 1:Review the Operator’s Complaints Policy
Before seeking escalating the matter with SiGMA ADR, you must first contact the site’s customer support team and comply with their complaints policy (which can be found in their terms of use). While it may be frustrating, operators are entitled to a reasonable period (up to 8 weeks) to resolve complaints internally. Although we may reach out to the operator informally during this time, we typically require you to complete their internal process before we intervene.
If, after completing this step, you still feel that the operator has treated you unfairly, our team is ready to review your case and help you reach a fair outcome.
Step 2: Follow Our Guidelines
When submitting a complaint to SiGMA ADR, we strongly encourage you to carefully follow these guidelines. Understanding the guidelines surrounding the online casino complaints will help you to (i) have a smooth experience throughout the complaints process and (ii) avoid processing delays caused by lack of information.
Step 3: Consider Submitting a Complaint
If, after exhausting your options, you feel that SiGMA ADR should intervene, it’s time to consider submitting a complaint against the casino operator/betting site in question. You can do this through the official registration and complaints portal on this site. Registration is easy and only takes a couple of minutes. As a registered user, you can submit complaints and follow case updates directly on the website or via your email. Please note that we only accept complaints via post or email in cases where the user is not able to use our onsite complaint system.
How The ADR Complaint Resolution works
We do our best to ensure that any complaints submitted through the ADR are handled in a timely and transparent manner. If you are wondering where in the process your complaint currently is, we have created the following flow chart that details exactly how each customer complaint moves through the system.
