Contact

Player Issues and Complaints

If you have had a problem with a casino we list and have already contacted their support without a satisfactory outcome, send us the details. We will review the case, check it against the casino's published terms and licence conditions, and where appropriate contact the operator directly to get a resolution on record.

To handle your case quickly, include the following in your message:

Casino name and your account username or ID
Any support ticket number from the casino
A clear description of what happened, with dates and amounts
What the casino told you and when

To speed things up: attach screenshots of relevant messages or your transaction history, and use the same email address you used with the casino so we can match records. If your issue is urgent, include URGENT in the subject line with the casino name.

What We Can and Cannot Do

We can review complaints for casinos listed on our site, ask partners to reassess decisions, clarify bonus terms, and point you to the right escalation channel. Typical outcomes include a clear explanation of a decision, a correction where terms were misapplied, or a confirmed timeline for a withdrawal once verification is complete.

We cannot access player accounts, move funds, bypass KYC or AML checks, or provide legal advice. For account-specific issues like identity checks or cancelled withdrawals, contact the casino's support team first so they can verify your identity and check account records. If that does not resolve things, we can take it from there.

If a matter requires regulatory escalation, we will explain the options available with the relevant licensing authority and what evidence to include when submitting a formal complaint.

How We Handle Your Case

When your message arrives, we check whether the casino is on our site and go through what you reported against their terms, promotion rules, and licence conditions. You get a confirmation straight away, then an update once we have reviewed the case or heard back from the operator.

If we need to contact the operator, we share only what you have agreed to. If we need your consent to pass specifics to a regulator, we ask in the first reply. When the case is closed, we send you a summary so you have it in writing if you need to escalate further.

Most messages receive a first reply within a few hours. Complex cases that require operator input may take longer, but we will keep you informed at each stage.

Work With Us

If you represent a casino operator and want to discuss a listing or partnership, submit your information at gamblingdata.org/affiliate or email [email protected].

When you reach out, include your brand domain, licence number and issuing regulator, target markets, game provider coverage, available payment methods, and an overview of your welcome offer. We look for casinos that meet these basics:

A valid, verifiable licence for each target market
Transparent bonus terms with clear wagering rules, max bet limits, and game weightings
Trusted, region-appropriate payment methods with published processing times
Deposit limits, timeouts, and self-exclusion tools that are easy to find and use

Submitting without a verifiable licence or with unclear cashier terms will delay onboarding. If there are gaps, we will share what needs to be addressed before a listing can proceed.

How Partnership Reviews Work

We check licensing, complaint history, responsible gambling tools, site performance, and cashier transparency. We may request a test account to verify player flows from registration through withdrawal and to confirm that bonus terms, RTP disclosures, and self-exclusion tools are clearly visible.

If we find gaps, such as unclear bonus copy, missing KYC guidance, or restricted withdrawal steps, we share what needs to change before any listing goes live. We run periodic rechecks to keep standards consistent across markets.

Editorial Enquiries

For questions about a specific review, requests for corrections, or anything related to our published content, email [email protected]. For corrections, include the page URL and the specific claim you believe is inaccurate. We check against the primary source and update the page if needed.

Media and Press

For media enquiries, quotes, or data requests related to online casino markets, bonus trends, or iGaming regulation, email [email protected] with your outlet name, deadline, and the topic you are covering. We can provide commentary, high-level market insights, and responsible gambling context, and coordinate interviews or attributions to meet your publication timeline.

BetterBonus is a verified member of the GPWA.