If a casino in the ranking does not pay out, drags out a check without explanation or changes the rules retroactively, we want to know about it. Every case affects the casino's score and a proven breach takes it out of the ranking. Filing a complaint is free and we do not publish your name.
How to file a complaint
The more accurate the description of the case, the faster we get a substantive reply from the casino. Do three things before writing to us.
Turn to the casino's support first and ask for the reason for the refusal or delay in writing. Without the casino's own explanation there is no case to handle.
Save screenshots of the chat, transaction IDs or blockchain links, and the bonus terms as they applied at the moment you took the offer.
Describe the case as a timeline: dates, amounts, the payment method used and what support replied. Note whether we may pass the details on to the casino.
We answer every complaint and ask the casino for an official explanation. We are not a court, an arbitration body or a debt collector — we cannot claim money out of anyone's account.
Where a complaint goes next
Most cases are resolved at the first or second stage. Every further stage takes more time, so do not skip the previous one.
Start with a chat or an email. Ask for a case number and a written justification; that document is the basis for everything that follows.
If support goes round in circles, ask for the case to be passed to the compliance or payments team and refer to the specific clause of the terms the refusal rests on.
Every foreign casino has a licensor with its own complaint form and deadlines. We help draft the complaint and put the evidence in a comprehensible order.
If the casino does not respond, the case goes into our log, the score drops and, in the case of a proven or repeated breach, the casino disappears from the ranking.
A casino with a foreign licence is not under Estonian supervision and is not connected to the HAMPI self-exclusion register. The official channel is the casino's own licensor — that is exactly why written evidence matters so much.
The public case log
We collect resolved cases in a public log: the month, the casino, a short description of the case and the outcome. An entry is added only once the case is closed and the casino has had the chance to reply — we do not decide an ongoing dispute in advance.
We do not publish your name, account number or correspondence. We pass the case details to the casino only with your express permission; without it they cannot identify the case in their system and the reply stays generic.
What each entry contains
The same four columns for every case, so that entries can be compared with one another.
When the case was closed. Old entries remain — the history of a casino removed from the ranking does not disappear either.
The casino the case concerns, together with a link to its review and its current licence.
A short factual description: what got stuck and what it went against in the casino's own terms.
How the case ended and what it did to the score: a correction, a lowered score or removal from the ranking.
What we can and cannot do
We turn to the casino's affiliate or compliance contact and ask for a written position. A large share of dragging withdrawals moves on that alone.
The description of the case and the casino's reply go into the log side by side. If the casino does not reply, we note that too.
The reliability of withdrawals is a separate criterion in our scoring, so a proven breach takes a casino out of the recommendations.
We are not a court, an arbitration body or a debt collector. We cannot open an account, get a bonus returned or oblige a casino to do anything — our levers are publicity and a complaint filed with the licensor.
We explain what channels exist and help get the documents in order, but we do not offer legal representation.
Frequently asked questions
Can you get the money claimed back?
Does a complaint stay anonymous?
Do you help even when the casino is not in your ranking?
The casino demands documents only at the moment of withdrawal. Is that a breach?
A bonus win was voided. Is it worth reporting?
Where to go next
The methodology, the scoring criteria and how complaints affect a score.
Read the methodology →Frequently asked questionsWithdrawals, KYC, bonus terms and taxes in one place.
Open the FAQ →Responsible gamblingLimits, a self-assessment and help contacts for when play gets out of control.
See the help →Foreign casinos are not connected to the Estonian self-exclusion register (HAMPI) — your restrictions there do not apply here automatically. Set your limits before playing. Help and counselling: 15410. 18+. Read more: responsible gambling.
The deadlines to expect
Every stage takes its own time. These are averages measured from our own cases — not casinos' promises.
| Stage | To whom | Usual reply time | What to include |
|---|---|---|---|
| 1 | The casino's customer support | 24–48 h | Account email, transaction ID, screenshot |
| 2 | Compliance or payments team | 3–7 days | The stage 1 case number, the clause of the terms |
| 3 | The licence issuer | 2–8 weeks | All the correspondence in one PDF |
| 4 | Our editorial team | 48 h | A timeline: dates, amounts, support's replies |
If the casino does not reply at stage 1 or 2 at all, that is a breach in its own right and affects the score even when the money is eventually paid out.