Casino Complaints — Player Dispute Resolution
If a casino refuses to pay your winnings, closes your account unfairly, or applies bonus terms in bad faith — Mari can help. We act as an independent mediator between players and casinos, free of charge. Our track record: 68% of accepted cases resolved in the player's favour.
How the Complaints Process Works
When a casino dispute cannot be resolved through the casino's own support, Mari steps in as an independent mediator. Our process is transparent and documented — every case outcome is published and feeds directly into our casino safety ratings.
Casinos that resolve complaints in good faith receive positive notes in their dispute history. Casinos that ignore our outreach, delay unreasonably, or act in bad faith receive rating penalties — and repeat offenders are reviewed for blacklisting. This accountability system is one of the strongest tools we have to protect players.
What Types of Complaints We Handle
Our service covers the most common and serious categories of casino disputes. If your issue is not listed here, contact us anyway — we will advise on the most appropriate route.
What We Cannot Help With
Our mediation service has defined boundaries. In the cases below, we are unable to act as mediator — but we will always advise you on the correct escalation route.
- ✗Unlicensed casinos — Operators without a licence from a recognised regulator (UKGC, MGA, etc.) have no obligation to cooperate with mediation. We strongly advise against using unlicensed casinos at all.
- ✗Active legal proceedings — If you have already commenced litigation against the casino, it would be inappropriate for a third-party mediator to intervene while court proceedings are active.
- ✗Accepted settlement offers — If you have already accepted a settlement from the casino, the dispute is considered resolved. We cannot reopen a case after a settlement has been formally accepted.
- ✗Gambling losses without a specific dispute — We cannot mediate general gambling losses. Our service is for specific, documentable disputes — not for recovering money lost through normal play.
If your complaint falls outside our scope or the casino is unresponsive to mediation, escalate directly to the casino's licensing regulator. For UKGC-licensed casinos, use the IBAS ADR service. For MGA-licensed casinos, file a complaint at the MGA portal. Licensed casinos are legally required to cooperate with their regulator's dispute process.
Before You Submit a Complaint
To submit a complaint through Mari, you must have already contacted the casino directly and received either a final response or no response within a reasonable period (typically 7–14 days). Our mediators need to see evidence of a genuine attempt to resolve the dispute through the casino's own process first.
- ✓Contact casino support first — Use the casino's official complaints procedure. This is a requirement before third-party mediation can begin.
- ✓Wait for a final response or 14 days — If the casino has not responded within 14 days, that counts as an unresolved complaint and you can proceed.
- ✓Screenshot everything — Game rounds, bonus terms, promotional banners, account balance history. Courts and regulators work from documentation, not memory.
- ✓Save all communication — Export or screenshot every live chat transcript, email, and support ticket. Include timestamps where possible.
- ✓Note the exact disputed amount — State the precise sum in dispute, in the currency the casino uses for your account.
- ✓Note the casino's licence number — Found in the casino website footer. This confirms the regulator jurisdiction and which ADR routes are available to you.
Submit Your Complaint
Use the contact form below to submit your complaint. Select "Casino complaint" as the subject and include: the casino name, a clear description of the issue, the amount in dispute, the casino's licence number (if known), and copies of all relevant documentation.
We are building a dedicated submission form. In the meantime, please use the contact page and select Casino complaint as your subject. Our disputes team reviews all submissions within 48 hours.
→ Go to Contact PageOur Track Record
Mari has a documented record of successfully mediating casino disputes. All complaint outcomes — resolved, unresolved, or rejected — are published publicly on the relevant casino review pages.
Casinos that cooperate with our process in good faith receive positive complaint resolution notes in their safety profile. Casinos that repeatedly ignore outreach, delay without reason, or engage in bad-faith practices receive rating penalties — and the most serious offenders are reviewed for our blacklist. Every case outcome is published in anonymised form on the relevant casino page, so future players can assess an operator's real dispute history before depositing.