Submitting a Complaint About an Online Casino
Experiencing issues with an online casino? We can help! Whether it’s a problem with game fairness, payment processing, or customer service, it’s important to know that you have the right to submit a complaint and we will do our best to resolve the situation by contacting the casino in question on your behalf.
We provide this service free of charge with the ultimate goal to provide transparency with online gambling operators so Canadians can be assured they are treated fairly when playing online.
How Does it Work?
Step 1: Contact the Casino’s Customer Support
Initially, reach out to the casino’s customer support team. Explain your issue clearly and provide any evidence you have. If the issue can not be resolve and you believe you are being treated unfairly, proceed with filing a complaint with us.
Step 2: Gather Documentation
Before you submit a complaint, gather all relevant information and documents. This may include:
- Your account details (username, registered email).
- Date and time of the incident.
- Screenshots, game logs, or email correspondence that can support your claim.
- Details of any conversations with casino support staff.
- Details of terms and conditions listed on the casino website
Step 3: Fill Out the Complaint Form
When filling out the complaint form below, be as detailed as possible so we can approach the casino in question with a clear representation of your situation.
Step 4: A Mediator is Assigned to Your Case
Once we receive your complaint, we will assign a dedicated member who may contact you for more information about your case to clarify any details. Your complaint will then be fairly assessed for validity. This process may take up to 48 hours.
Step 5: Casino is Contacted
Our dispute resolution team will work with you and the casino in question to try to come to a resolution.
Will This Really Work?
You may be asking if there’s any point in lodging a complaint in the first place. It is in a casino’s best interest to keep their reputation in tact, so by lodging a public complaint, they are inclined to respond and resolve the situation as best as possible.
Note: Dispute resolutions with casinos may take some time as cases can range in complexity.
Tips for a Successful Resolution
Be Clear and Concise: When describing your issue, be clear and stick to the facts.
- Stay Calm and Professional: Maintain a professional tone in all communications.
- Keep Records: Document all interactions with the casino for future reference.
- Know Your Rights: Understand the terms and conditions of the online casino and your rights as a player.
- Patience is Key: These processes can take time, so be patient but persistent.
adding to my story line with bet365 my username is lostinspace69 and when i tried calling the number back i didnt have minutes to call LONDON ENGLAND FOR GOD SAKES.THIS IS BET365 CANADA NOT BEET365 ENGLAND,although i do realize they are from there i do not believe they are acting legitimately,it is just pure theft. why exactly does their phone only work when you are betting and not when you need to discuss accounts???i tried emailing their complaint form on the England site and it will not recognize my email address,how convenient.
i had 585 sitting in my account for 4 months went to bet and could not click on the bet.contact them and they say i am my son,not me.they needed to verify me by phone as they blocked my acct. they said they would call within 24 hours.they never called me x2 times i tried.so i tried logging in again and my password had been changed???? then i chatted again they said the called a few times and it went to voicemail.so i checked my phone and it showed 3 suspected spam on my phone and no message on voicemail.with… Read more »
Hello dan kennedy,
Sorry to hear that. In order to help you with your complaint, please provide me with the following information:
casino username / player ID
Once I have this information, I will try to contact the casino representative and see what the issue is with your payment.
Regards,
The CanadianCasino Team
Hi I recently joined Jackpot City Casino ,I made a deposit of an X number of dollars by E transfer request and as promised my money was doubled and showed up in my casino account balance, as for my next deposit it never went so well, I made a second deposit by the same process of E transfer of 235$ but it was not reflected on my Jackpot City Casino account , for the first money transfer i did get a thank you reply saying it was received but the second transfer is like it’s in limbo ,my money is… Read more »
Hello Rick Haas,
Thank you for providing your casino username. We contacted the casino rep and inquired about this matter. We will update you as soon as we receive a response from them.
I’m from Canada. I used Etransfer to deposit to this casino. It was accepted no problem. Verification took 5 days…but after 5 days it went through. Then I went to do a withdrawal. I assumed, like other online casinos, I would be able to withdraw using Etransfer as well. No. The only options they gave me were “Credit cards, Ewallet or Crypto” They do not have Etransfer as a withdrawal option. (Even though, on their website they show at least 12-13 ways to withdrawl, including Etransfer) So, I put in a credit card to withdraw, Was not accepted. I did… Read more »
Hello Shelley Metrow,
We’re sorry to hear that you’re having this issue. If you would like us to contact the casino rep and try to assist you, please provide us with your Spinarium Casino username/email address.
Thank you.
My complaint is that for years the only big wins are to the friends of the people who work at this casino. I witnessed one lady win 35000.00, first she won 5,000. Than two weeks later I saw her win 11000.00 dollars . She definitely is a friend of one of the workers there that has been there a long time . This is not a big city and we all see that the same people win the majority of the time . Would be nice to go knowing you have a fair chance , but most of us have… Read more »
Spin Genie ON. Why I Haven’t been paid an outstanding balance of $25000. I get nothing but a run around with them over the lack of payment. When will the Ford government make these sites accountable. Stay clear of this site.
Dear Shelley,
We’re sorry to hear you are having a problem.
In order to help you with your complaint, please provide me with the following information:
casino username / player ID:
Once we have this information, we will try to contact the casino representative and see what the issue is with your payment.
Hi Jovana: My username is MTPockets63, the site is Spin Genie Ontario. This issue has been going on for over a year . I’m pretty sure they are jerking me around and I feel I am out of options.
Dear Shelley,
Thank you for providing us with your account details. We’ve sent an email to the casino representative. We will update you as soon as we receive a response from them.
The score know how to take my deposits. But holds my withdrawals
No support reply at all. Owes me over 500
My casino account was closed and it had my remaining balance about $2400 and now its almost like a month that betty casino and I contacted but still they asking a lot of documents which I provided them but now they are not responding, I lost hope of getting my remaining funds to my casino acc, hoping you guys can help me with this
Hello darius juarez,
Thank you for letting us know that your issue has been resolved.
Hi darius juarez,
We’re sorry to hear you are having a problem.
Have they perhaps given you an explanation as to why your account was closed? How much time has passed since you sent them the verification documents?
In order to help you with your complaint, please provide me with the following information:
casino username / player ID:
Once we have this information, we will try to contact the casino representative and see what the issue is with your payment.
I played on Jackpot City for quite some time. Even though I never won enough to cash out, I still continued to play cause I loved the games. Back in <arch 2024, I actually won a couple hundred dollars so I cashed out 100 of it and continued to play with the remainder. I have had nothing but issues trying to get my little bit of money that I won fair and square. Like I read other peoples issues, one I heard alot was about how easily you take our money and when we try to cash out its unbelievably… Read more »
Hello cynthia klotz,
Please provide us with your Casino Username/ID if you want us to contact the casino representative and inquire about your pending withdrawal.
Hello cynthia klotz,
Thank you for providing us with your username, we’ve contacted the casino rep and we’ll update you here as soon as we hear back from them.
Hello Nat Thank you kindly. I would hope there is a positive outcome and I greatly appreciate your help.
I sent an e-transfer and FanDuel stated they never received it on May 17th for $50. My financial institution confirmed it was accepted. Interac said it was successful and sent me all the information related to the e-transfer. Both financial institution and Interac have confirmed it is with the vendor (FanDuel). I’ve dealt with FanDuel’s customer service many times (very politely too). Need assistance please!
Hello DGB,
Please provide us with your Casino Username/ID and we’ll contact the casino representative to inquire about your missing deposit.
Good day I am filing a complaint against the casino G slot on May 22nd I made some deposits, played some games and ended up winning some dollars. Actually, I won like 1200 but because they keep with holding the withdrawal they keep rejecting it so I spent some back but the amount they keep rejecting is $680.88. I have given them absolutely every single piece of paperwork they request. For some of the transactions I used my visa debit card others was just the E transfer So what they’re requesting for me is a bank statement with my card… Read more »
I deposited $400 in April into my account, won over $1000, I played down until there was $800 left. When I tried to withdraw my money I got a message that I need to wait 15 day past my first deposit to send my withdrawal request. On May 7th I submitted my request to withdraw $800 and after 23 days still pending. I have filed complaint and contacted customer service multiple times and was told they will pass the message to their accounting. This is unacceptable, it took them a few seconds to take the money from my account and… Read more »
Hello MJR,
Please provide us with your Casino Username/ID if you would like us to contact the casino representative and inquire about your pending withdrawal.
4 times this month I have tried to deposit threw inter act to Yukon gold and the deposit takes 24 hrs to show up . Very fusterating
Hello Sandra,
Please provide us with your casino username/ID so we can contact the casino representative to check your account and inquire if there may be any technical issues causing the deposit delay.
I would like to formally submit a complaint. On May 12th at approximately 10 AM EST I noticed Spinaway was giving free spins out and the stipulation was that if you win the bonus on their funds you had to bet 10 X. It just so happened that I did win a bonus of almost $1000. I spun down until the funds were $500 and fully in my account and I submitted a withdrawal. I kept the withdrawal request of $500 on my original card (already verified!).I wanted to switch my visa to a different card but I noticed there… Read more »
Hello Charles,
Please provide us with your casino username/ID so we can get in touch with the Spinaway casino representative and inquire further about your issue.
Hello Charles,
Thank you for notifying us that your issue has been resolved. Enjoy!