When NOT submitting a complaint

SiGMA ADR can only consider managing a complaint against a casino operator or a gambling site after the Player has approached the gambling operator’s own Customer Support Service. This means that before submitting a complaint to SiGMA ADR, you must first contact the operator in question via their Customer Support Service and allow a reasonable amount of time for the support team to address your claim. If you have not already taken this measure, our response to your complaint will be to allow the operator more time to respond before we can proceed with your claim against the operator.

SiGMA ADR Complaint Guidelines (Do’s and Don’ts)

When submitting a complaint to SiGMA ADR, we ask that you respect the guidelines listed below.

Complaint Do’s

• Check your email account regularly for updates. We notify you via email whenever there is an update on your complaint file.
• Login into your account and check your complaint file regularly. If our emails are marked as spam or not delivered, you should log in and check your complaint file regularly.
• Notify us if you have resolved your issue. Avoid unnecessary follow-ups by letting us know when your complaint has been resolved.
• Respond as quickly as possible to any requests we make. The sooner you reply quicker we can take the next appropriate steps.

Complaint Don’ts

• Filing a complaint before attempting to resolve it with the operator. You must give the operator a fair chance to address your issue before seeking our intervention. If you haven’t done so, we will ask you to allow the operator more time.
• Leave your submission form incomplete. If your submission form is incomplete, it will slow the process down as we require you to provide complete details before we can start.
• Emails with information that we have not requested. Please only provide the information we request to avoid delays in handling your case.
• Sharing the password you use to access your gambling operator account. You are solely responsible for your account security, and sharing your password violates the operator’s terms of use.
• Open new complaint files about the same issue. If you want to communicate new information about a complaint, you need to do so via your complaint file. Opening new complaint files will result in all new files being deleted.
• Submit a complaint if you have already had a ruling from another Alternative Dispute Resolution (ADR) entity. We do not review complaints if another ADR has already given a ruling on the matter.
• Be rude or threatening. Abusive, disrespectful, or threatening behaviour will result in termination of our assistance and a ban from future use of our services. In extreme cases, we will report such behaviour to law enforcement agencies. We have a zero-tolerance policy on this matter.