Complaints Procedure

When a dispute arises between you and an online casino operator, several steps and organizations can help resolve the matter. This page outlines what happens when you need to file a complaint and where to seek assistance.

First, contact the operator

Your first step should always be direct communication. Most operators have support teams that handle complaints within their own systems. Check the operator’s website for their official complaint procedure, support email, or contact form. Note the date you submit your complaint and keep records of all correspondence—screenshots, email confirmations, and details about the issue matter when an escalation becomes necessary.

What a regulator can do

The UK Gambling Commission oversees operators licensed to serve the British market. If an operator holds a licence from this regulator, you can escalate an unresolved complaint to the Commission. They investigate complaints about licensed operators’ conduct, compliance with regulations, and fair treatment of players. However, the regulator cannot force an operator to pay out winnings or award compensation in cases of bad luck; their focus is on whether the operator breached its licence terms or gambling law.

The Commission accepts complaints through their official channels. Visit their website or contact them to verify whether the operator holds an active licence and to learn how to file a formal dispute.

Independent dispute resolution

Some operators subscribe to external dispute resolution schemes. If the operator participates in one, that scheme may offer another avenue for complaint. These bodies operate independently from both the operator and the regulator and can sometimes order remedies. Check the operator’s website for details about their dispute resolution membership.

Seeking help beyond disputes

If gambling is causing you financial hardship or emotional distress, support organizations offer free counselling and help. The National Gambling Helpline operates around the clock at 0808 8020 133, providing confidential support at no cost. Other services, including face-to-face treatment, specialized clinics, and peer support groups, are available across the UK through the National Gambling Support Network.

What we can and cannot do

We provide information about Winovo and the complaints process, but we are not part of the operator and cannot resolve disputes on your behalf. We do not hold the operator’s regulatory file, cannot access their internal records, and cannot compel payouts. Only the regulator or an independent dispute resolution scheme can do that.