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Dispute Resolution with Online Casinos

By: Joan Peppin, Tuesday December 23rd 2008
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No online casino likes disputes with customers because they are bad publicity. But at times disputes arise. Most disputes occur over bonuses and wagering requirements and consequential withholding of payments. Many online casinos have a transparent and independent system of dispute resolution. But in order to take advantage of that system there are certain steps that you should take. However the first thing you must do before wagering is to read and understand all the terms and conditions completely. This minimizes the chances of a dispute.

In case of a dispute with an online casino take the following steps.

Step 1

Inform the casino about the dispute in writing. Put all the relevant information in the communication. These could include your name, login name, date and time of dispute, game being played and exact details of dispute. Do not worry about the communication being too long, but make sure that it is clear. Send the communication by e-mail and also by fax and registered post if the relevant contact details are available.

Step 2

Contact the customer support for resolution of the dispute. Preferably contact through live chat and save the transcripts. It is important to maintain your cool and remain courteous throughout your interaction with the representative of the customer support. This helps in getting a friendlier response and what is more important is that rude and aggressive behavior can give the casino and excuse to blacklist you. Many online casinos provide the contact details of the casino manager and if you are not satisfied with the response from the staff do contact the manager. If the casino asks for reasonable time give them that time but confirm it in writing. Contact the casino as soon as that time has expired.

Step 3

If the online casino has not resolved the issue to your satisfaction then it is time to move external agencies like the licensor of the casino. Many online casinos appoint independent auditors like eCOGRA to arbitrate disputes. Contact them and send them the detailed communication that has transpired. These agencies require some time because they would hear the online casino’s version of the events and may be examine the audit trails archived by the casino.

Step 4

If you are still aggrieved then you can contact watchdog organizations like Casino Meister. Casino Meister will study your case and can take it up more forcefully with the online casino. No online casino would like to be declared a rogue casino by Casino Meister or a similar organization. Brain Bailey the owner of Casino Meister is known to be sympathetic to the cause of online players and has successfully intervened in many cases.

If the final effort does not yield any result there is nothing you can do. Casino Meister will put out a public warning against the casino and you should look for another casino to play at. This time exercise greater care in selecting the online casino.

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Comment by: Hero On: July 14, 2009
Maintain a state of calm when you're talking to any customer service agent whether it be via e-mail, phone or live chat. The worse thing you can do is to become aggressive and vulgar as it's no way to get what you want. Use the channels discussed in the article above. Making a fuss online and discussing issues you have with other people at Casino Advisor, Casino Meister or Winner Online will get your complaint noticed. I think that this is a sure way to get an issue resolved. It's worked for me in the past so if you have a legitimate issue I think it should work with you as well...

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