How to Submit a Complaint to SiGMA ADR

Submitting a complaint through our online complaint portal is simple and straightforward. Follow the steps below to submit your complaint:

STEP 1: Go to the Complaints’ Page

All complaints must be submitted via our official gambling complaints portal. To do so, please visit our gambling complaints page and click the “Submit a complaint” button.

STEP 2: Sign Up with SiGMA ADR

Clicking the ‘Submit a complaint’ button will bring up the ‘Sign-Up’ screen. As a registered user, you will gain full access to our Dispute Resolution Centre, where we can manage your claim efficiently and securely.

• At the sign-up stage, supply an email and secure password, agree to the site’s terms and (if you’d like) agree to receive marketing emails.
• Next, click ‘Sign-Up’ and proceed to verify your account via a link sent to your email.

STEP 3: Go to the Complaint Form

Once you verify your account, you will be directed to the Dispute Resolution Centre. Here, click on the “Go to Complaint Form” to bring up the required form.

STEP 4: Fill out the Complaint Form

In the gambling complaint form, fill out all the required information.

Next, agree to the site’s Terms of Use and Privacy Policy and click ‘Submit’.

Recommended: Before moving on to the next and final step at the end of this guide, you may want to read the next section, which includes tips for writing an online casino complaint.

Tips for Writing Your Online Casino Complaint

When it comes to gambling complaints, clarity and information are key to ensuring faster processing time. We therefore recommend that you keep the below tips in mind when describing your complaint.

Tip 1: Provide the Required Information

Failure to fill out all the required fields, for instance only providing part of your name, will result in delays when processing your complaint.

Tip 2: Remain Polite and Respectful

We understand that disputes are very frustrating. We also understand that, as approximately half of complaints will end up ruled in favour of the operator, many players can be left dissatisfied with the outcome. However, our team has the right to work without facing harassment or abuse. If your communication is rude, disrespectful, abusive, or threatening, we will cease our involvement and ban you from using our services in the future. In severe cases, we may escalate matters to law enforcement. We have a zero-tolerance policy on this matter.

Tip 3: Provide Timelines and Documentation

Whenever possible, include a clear timeline of events and documentation to back up your claim. Quoting communications that evidence your claim can also help our review of your claim.

STEP 5: Access your Complaint

Now that you have submitted your complaint, you can access it at any time by following the steps below:

• From the Gambling Complaints page, go to “My Complaints” which will bring up the login screen.

• At the login screen, enter your username and password to access your account. If you have forgotten your password, click “Forgot password”. Follow the on-screen prompts to reset it and log in with your new password.

• Once logged in, you can access any complaint you have submitted. To view your complaints, go to the top navigation menu and click “Gambling Complaints” and the “View My Complaints”. This will take you to the “My Complaints” section of the Dispute Resolution Centre, where you can view and submit complaints.

• Next, in the “My Complaints” section of the Dispute Resolution Centre, click on the complaint you are looking for to view all activity related to the complaint.

• Please note that our team informally reviews each complaint in line with the law, to assess whether we can accept it or not. You can expect to receive an initial response via email from your assigned Dispute Resolution Official (DRO) within 5-7 working days. Once you receive the email update, you can reply directly via email or through the complaint thread on the site.