Last update: September 2022Our process in brief:
1.1 - Before you submit your complaint to us you must attempt to resolve the problem with the casino directly. The Casino Representatives list will help you find someone from the casino to discuss your issue with. Please allow at least 10 working days for the casino people to resolve your issue AFTER you have provided them with the necessary details.
1.2 - Be aware that complaints against casinos listed on our Rogue Casinos page are very likely to be unsuccessful: these casino have earned their bad reputation and like tigers they seldom change their stripes. We'll help if we can but do not count on a happy result.
1.4 - Please do not file your complaint here if: you are unwilling to identify yourself; you have opened multiple accounts at the casino; you have colluded with other players; you have registered using stolen or fake identities; etc. In other words fraudsters are not welcome and will be kicked to the curb without notice.
1.5 - Summarize your complaint, 50-100 words is almost always sufficient. More is most definitely NOT better; long-winded texts are unnecessary and unwelcome. Saying "go look at my post" or equivalent is not an acceptable substitute. Abusive material of any sort will not be tolerated; your complaint will be canceled and discarded without notice.
1.7 - You will have opened your complaint with us via our ticket system on the forums, we will normally reply to you in the Ticket within a few working days. Further progress on your case will be announced and can be discussed in the PAB Ticket.
1.8 - We often require your input while we work on your complaint: if you are unresponsive within a reasonable time your complaint will be closed and note will be made that you have misused our service: your future use of the PAB service may be restricted or denied.
1.9 - While your PAB with us is active and open please do not post on our forums regarding your case, nor on other forums regarding your case, nor file your complaint with another 3rd party arbitration service(s): we strive to get your issue resolved ASAP so please respect our efforts and don't confuse things by asking for outside assistance while we are engaged on your behalf. Failure to comply will, at our discretion, result in your complaint being cancelled and discarded.
The same holds true in reverse: if your issue is already active elsewhere we are unlikely to accept that same issue here at Casinomeister.
1.10 Please understand that our arbitration service is non-binding on the parties involved. We try to reach resolution through mutual agreement but if that is impossible you may have to seek redress through the courts.
1.11 - If the online gaming property named in your complaint refuses to cooperate with us regarding your case and offers no reasonable arbitration alternative we may, at our discretion, publish a Casinomeister Warning against them. Or, if we deem the casino to have acted unfairly and/or unreasonably towards you and/or other players, we may publish such a warning. For any such warning the details will be anonymized before publication.
1.13 - Under all normal circumstances you will be notified of our decision regarding your complaint. If you have committed fraud or otherwise tried to mislead us or the casino we reserve the right to make our final decision and withdraw from the case without notice.
1.14 - If we deem that you have abused our arbitration service by misuse, false claims or repeated failure to comply with these Policies & Procedures we will, at our discretion, close any ongoing cases you may have, bar you from future access to the arbitration service and/or terminate your membership at Casinomeister.
Automatic translators -- Google Translate for instance -- typically do a poor job of translating the complexities of a complaint and are generally not fit for purpose. Using an automatic translator will likely result in your PAB being delayed or stalled. Please seek the assistance of an English-speaking person. Feel free to ask on our forums for someone to assist you with translation.
When you submit your complaint details there is a text box to describe your problem. Please do so in 100-200 words. Yes, that's brief but trust us, that's a good thing.
If you don't provide a problem description as requested our work on your PAB will automatically be delayed while we contact you directly to get it.
Complaint resolution depends of communications back and forth between the parties involved. If we can't reach you your PAB can and will fail. If we ask for something from you and you don't reply in reasonable time your PAB will be cancelled and closed.
Posting about your issue on the forums, or submitting your issue at other 3rd party sites, or raising your issue with a licensing authority while we're working on your PAB undermines our efforts. If we find out you've done so your complaint will likely be canceled. You'll be free to discuss your complaint wherever you like once we've completed our work and given our decision.
Let us know if the status of your issue changes. If the casino contacts you and resolves the problem, let us know. If you've given up and are no longer interested in working with us to see your complaint through, let us know.
These things take time. If you haven't heard anything from us for a couple weeks -- assume 10 working days -- then by all means feel free to ask for an update. Otherwise give it some time; pestering us will only slow things down.
As above, these things take time: some cases are solved in hours, others in a few days, some can take weeks or months. In the worst cases it can take a year or more to see a case to conclusion but that is the rare exception.
Please don't use the PAB service for frivolous issues. If you want a nice bonus or more Comp Points or the casino people to be nicer to you then talk to the casino. We're here to help you resolve a legitimate dispute with your casino not get you more/bigger/nicer/faster freebees or provide relationship counseling.
As previously stated: Any evidence given in a case is considered confidential and private. Such material will not be disclosed nor shared in any way without explicit permission having been sought and given in advance. If you want evidence from the casino ask the casino, such information is not ours to give.
The GDPR (General Data Protection Regulation) is now in effect and requires that we inform users of our complaints service of our Legal Basis for Data Usage and our Data Retention Policy:
The GDPR identifies six (6) legal bases upon which personal data may be processed of which two (2) apply to our site, your usage of the site and the work we do:
Any personal data collected from you or about you in the course of a complaint investigation will be retained no longer than is necessary for that purpose. Typically this will mean that once a decision has been reached any data beyond that required to provide basic identification of the complainant and/or support for our decision regarding their case and/or to meet our legal obligations will be deleted and purged.
If you have any questions or concerns about these policies or our PAB service please feel free to contact us on the forums or via email: