These are the main standards we use when reviewing complaints. You can read the full Resolution Rules at fairgambling.com/complaints/rules.
Deposit
Deposits sent to the correct address and network should be credited to player's balance promtly.
Funds sent to the wrong address or network are generally the player’s responsibility.
For AML reasons, a casino may require a deposit to be wagered once before withdrawal.
Deposit bonus terms must be clear upfront. Important restrictions such as max bet limits cannot be hidden in general terms and later used to confiscate a bonus or winnings.
Withdrawal
Withdrawals should be processed without unnecessary delay.
Withdrawals normally arrive within minutes, or in rare cases within a few hours. If nothing arrives after 24 hours then contact support.
Bonus
Casinos decide which bonuses they offer and who is eligible.
Most bonus disputes are therefore not eligible for a complaint.
We may review exceptions where the casino’s conduct appears unfair enough to review individually.
Account Restricted
A casino may stop accepting a player’s business.
Player funds must never be confiscated without a valid reason.
If an account is closed or restricted, the player should normally be placed in withdrawal-only mode and allowed to withdraw the remaining balance.
Provably Fair
Players are responsible for checking that a game has a provably fair system before playing.
If a casino advertises a game as Provably Fair, a real provably fair system must exist. Otherwise, it is false advertising.
A complete provably fair system includes a verification tool, client seed control, transparency information, and RTP disclosure.
Affiliate
Casinos are free to set their own affiliate terms.
Once agreed, changes should only apply going forward, never retroactively.
Exceptions may apply in cases of fraud, multi-accounting, or similar abuse.
KYC
If a casino requires KYC, it should ideally request it before the player deposits.
KYC must never be used to delay a withdrawal.
If KYC is requested before a withdrawal, gameplay should be restricted so the player cannot lose the balance while verification is pending.
Without serious concerns such as suspected money laundering, KYC should be completed within 48 hours.
Responsible Gambling
If a player requests self-exclusion, the casino must honor it.
After a permanent self-exclusion request or clear signs of gambling addiction, the account should remain closed.
Sports Betting
Once a casino accepts a bet, it should honor that bet.
Exceptions are rare and require strong evidence, such as a fraudulent late bet or a fixed match.
Casinos are allowed to limit players.
Other
Use Other for anything that does not fit the categories above. Describe the issue and a resolver can re-categorize it if needed.
You can also use Other for questions about an existing case or about these rules.
These are the standards we use when reviewing complaints. We give every case a fair review and help both sides work toward an outcome, but we cannot force a casino to make a payout or take a specific action. What we can always do is publish the outcome.
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