The short answer: you don’t start with the regulator. You complain to the casino in writing, then to the alternative dispute resolution (ADR) body its licence requires. Under Curaçao and Anjouan, the two most common licences in our selection, the regulator does not decide individual disputes: it gives the casino a fixed time to answer (4 weeks in Curaçao, 30 days in Anjouan), then makes it pay for an independent ADR provider if you are not satisfied.
Of the 27 casinos in our selection, 22 (81%) hold a licence with a written complaint procedure and an ADR step: 13 from Curaçao, 8 from Anjouan and 1 from Malta. That leaves 3 licensed in Tobique, where the procedure is thinly documented, and 2 with no identifiable regulator. Here is how to go about it and what you can realistically get.
Before you complain: check the rule they rely on
Many blocked withdrawals come down to a written rule: incomplete identity checks, unfinished wagering, a maximum bet exceeded while on a bonus, a withdrawal cap. A complaint against a rule you accepted when you signed up rarely succeeds, with the casino or with an ADR body.
So always ask, in writing, for the exact clause of the terms behind the decision, then read it. Our guides to pending withdrawals, hidden bonus rules and KYC checks cover the usual causes. If the rule does not exist, was added afterwards or is applied abusively, you have a real complaint.
Step 1: the formal complaint to the casino
Live chat is for getting an explanation, not for lodging a complaint. Send the formal complaint by e-mail or through the casino’s complaint form, with the word “complaint” in the subject line. Its date starts the response clock set by the licence.
Complaint template to adapt
Subject: Formal complaint – account [username] – withdrawal [reference] Dear Sir or Madam, On [date], I requested a withdrawal of €[amount] (reference [reference]) from my account [username], opened on [date] with the e-mail [address]. This withdrawal was [declined / cancelled / left pending since date] for the following reason: "[reason given by support]". I dispute this decision because: [facts, in 2 or 3 sentences]. My identity was verified on [date] / The requested documents were sent on [date]. I ask you to: 1. tell me in writing which clause of your terms and conditions this decision relies on; 2. pay the €[amount], or give me the name of the alternative dispute resolution (ADR) body required under your licence [number]. Attached: screenshots of the transaction history, the balance and my exchanges with support. Yours faithfully, [Full name]
Evidence to attach
- Transaction history (deposits, withdrawals, bonuses) with dates and references
- Screenshots of the balance and the withdrawal status
- Dated chat transcripts and support e-mails
- Proof of identity verification, or the dates documents were sent
- The general and bonus terms as displayed at the time
What to avoid
- Reversing the withdrawal or playing through the disputed balance
- Opening a second account to get around the block
- Threats or insults: the MGA rejects abusive complaints outright
- Using every channel at once: Anjouan may refuse complaints sent outside its procedure
- Missing deadlines (just 14 days to dispute a game outcome under Anjouan)
Step 2: who to turn to next, licence by licence
If the casino misses the deadline or stands by its refusal, what happens next depends entirely on its licence. You will find it in the casino’s footer; our guide to casino licences shows how to check it.
| Licence | Time to complain | Casino’s reply | Next step | Regulator’s role |
|---|---|---|---|---|
| Malta (MGA) | Not set by the MGA: act quickly | Per the casino’s own procedure | The ADR body the casino must name (mandatory since 2018) | MGA online complaint form, in English or Maltese |
| Curaçao | 6 months after the event | 4 weeks (+4 if you are told in advance); 5 business days for responsible gambling | Independent ADR, paid for by the casino | Does not step into individual disputes; monitors complaint reports |
| Anjouan | 14 days (game outcome) or 30 days (account, payment, bonus) | 30 days | Approved ADR, paid for by the casino, in English | Does not handle disputes; complaints only via the casino’s seal |
| Tobique | No published deadline | No published deadline | Formal complaint via the commission’s validation page | Says it ensures the procedure is followed, without detailing the steps |
| Offshore (unspecified) | Per the casino’s terms | Per the casino’s terms | Private mediators only | No identifiable regulator |
Rules checked on November 10, 2026: Curaçao Gaming Authority Player Complaints Policy Guidelines (version 1.1, in force since July 31, 2025), Anjouan’s published complaint policy, the MGA complaint page and ADR directive, and the Tobique Gaming Commission validation page. Only licences found in our selection are listed.
Curaçao
Since the reform, every Curaçao Gaming Authority licensee must publish a complaint procedure that is free for players, with a form in English and in the site’s other languages. The CGA has said it will not step into individual cases; instead it requires twice-yearly reports (number of complaints, outcomes, ADR referrals) to spot problem operators. Ask for the casino’s ADR provider in your first complaint.
Anjouan
Complaints must go through the complaint function of the interactive seal in the casino’s footer, in English. The casino has 30 days to reply; only then can you take the case to an approved ADR provider, at the casino’s expense. The authority states that it does not resolve disputes. Note that this licence has been challenged by the Comoros government since October 2026, which makes the recourse less solid.
Malta (MGA)
Since December 2018, MGA-licensed casinos must set out their complaint procedure and the ADR body to use if the dispute is not settled; that body now handles player-casino disputes. The MGA still runs an online complaint form (English or Maltese) asking for your username, the disputed amount and the date and time of the incident.
Tobique
The Tobique Gaming Commission’s validation page, linked from the casino’s seal, lets you file a formal complaint against the operator. The commission says it makes sure the proper process is followed, but publishes no steps or deadlines: keep a dated record of everything you send.
A complaint timeline, with real dates
Say a withdrawal is declined on 10 November 2026 and you send a formal complaint the same day. These are the dates that matter, worked out from each licence’s rules.
| Licence | Milestone | Deadline | Days |
|---|---|---|---|
| Curaçao | Reply on a responsible gambling issue (5 business days) | 17 November 2026 | 7 |
| Casino’s reply (4 weeks) | 8 December 2026 | 28 | |
| Reply if the deadline is extended (8 weeks) | 5 January 2027 | 56 | |
| Last day to file the complaint (6 months) | 10 May 2027 | 181 | |
| Anjouan | Last day to dispute a game outcome (14 days) | 24 November 2026 | 14 |
| Last day to dispute a payment, bonus or account closure (30 days) | 10 December 2026 | 30 | |
| Casino’s reply, after which ADR is open (30 days) | 10 December 2026 | 30 | |
| If you file on day 30: earliest ADR date | 9 January 2027 | 60 |
The takeaway: under Anjouan, the windows to act are short (two weeks to dispute a game result), while Curaçao gives you six months to file but lets the casino take up to eight weeks to answer. Either way, expect one to two months before ADR is even an option: disputes are not settled in days. Business days run Monday to Friday, ignoring public holidays.
The recourse for each casino in our selection
Licences as recorded in our casino data and published reviews. The table follows our data: a casino that is paused drops out automatically.
| Casino | Licence | After the casino says no |
|---|---|---|
| Go4Casino | Malta (MGA) | The ADR body the casino must name (mandatory since 2018) |
| Cosmobet | Curaçao | Independent ADR, paid for by the casino |
| Golden Lion | Curaçao | Independent ADR, paid for by the casino |
| BetFury | CuraçaoOGL/2024/1494/0942 | Independent ADR, paid for by the casino |
| Lussurio | Curaçao | Independent ADR, paid for by the casino |
| Unique Casino | Curaçao1668/JAZ | Independent ADR, paid for by the casino |
| Lucky Treasure Casino | Curaçao | Independent ADR, paid for by the casino |
| Spin Dynasty | Curaçao | Independent ADR, paid for by the casino |
| Tenobet | Curaçao | Independent ADR, paid for by the casino |
| Kings Chance | Curaçao | Independent ADR, paid for by the casino |
| Pokobet | Curaçao | Independent ADR, paid for by the casino |
| HunnyPlay | Curaçao | Independent ADR, paid for by the casino |
| Slott | Curaçao | Independent ADR, paid for by the casino |
| Spinaura | Curaçao | Independent ADR, paid for by the casino |
| BetNinja | Anjouan | Approved ADR, paid for by the casino, in English |
| Golden Mina | Anjouan | Approved ADR, paid for by the casino, in English |
| Party Spinz | Anjouan | Approved ADR, paid for by the casino, in English |
| HeavyBet | Anjouan | Approved ADR, paid for by the casino, in English |
| Celsius | Anjouan | Approved ADR, paid for by the casino, in English |
| RealSpin | Anjouan | Approved ADR, paid for by the casino, in English |
| Nomini | Anjouan | Approved ADR, paid for by the casino, in English |
| Spinanga | Anjouan | Approved ADR, paid for by the casino, in English |
| Spin Million | Tobique | Formal complaint via the commission’s validation page |
| Slotaza | Tobique | Formal complaint via the commission’s validation page |
| GoldenPlay | Tobique | Formal complaint via the commission’s validation page |
| HolyLuck | Offshore (unspecified) | Private mediators only |
| GQBet | Offshore (unspecified) | Private mediators only |
Before depositing a larger amount, treat this as a selection criterion: with comparable offers, a casino whose licence sets a reply deadline and an ADR step leaves you a concrete route if things go wrong. To compare two casinos on this and on withdrawal times, use our casino comparison tool.
Private mediators, your bank, the courts
Casino Guru, AskGamblers
Free and open to complaints about any casino, but with no power to enforce anything: their leverage is the casino’s public reputation. Useful alongside the official route, and the only option for a casino with no identifiable regulator.
Your bank
A chargeback concerns a deposit (an unauthorised payment or a service not provided), not winnings the casino refuses to pay. The casino will usually close your account. Crypto payments cannot be reversed.
Courts and local regulators
Your country’s gambling regulator only covers operators it licenses; in France, online casinos cannot be licensed at all. Suing a company based abroad is slow and costly: for a large sum, get advice from a legal professional.
⚠️ Self-exclusion ignored: a priority complaint
If a casino let you play despite a self-exclusion or a limit you had set, say so in the first line of your complaint: under a Curaçao licence, these complaints must be handled within 5 business days. And don’t wait for the outcome to protect yourself: if gambling is becoming hard to control, see our responsible gambling page for support services. A complaint should never become a reason to keep playing.
Checklist for an effective complaint
- Ask in writing for the clause of the terms being applied
- Gather your history, screenshots and dated exchanges
- Send a formal complaint (e-mail or form), not just a chat message
- Note the licence and the casino’s reply deadline
- Ask for the ADR body’s name in your first complaint
- Don’t reverse the withdrawal or replay the disputed balance
- Go to ADR as soon as the reply deadline passes
Frequently asked questions
Can I file a complaint against an online casino that won’t pay?
Yes, but in a set order: first a written complaint to the casino, then, if that fails, the alternative dispute resolution (ADR) body required by its licence. For Curaçao and Anjouan, the regulator itself does not rule on individual disputes: it sends you back to the casino’s procedure and then to an ADR provider paid for by the operator.
How long does a casino have to answer a complaint?
Under a Curaçao licence, 4 weeks, extendable once by another 4 weeks if the player is told in advance, and 5 business days for responsible gambling issues such as a breached self-exclusion. Under an Anjouan licence, 30 days. The MGA and Tobique do not publish a single deadline: the casino’s own procedure applies.
Should I complain straight to the regulator?
Usually not. Anjouan explicitly asks players not to contact it to resolve disputes, and Curaçao says it will not step into individual cases. With the MGA, disputes go to the ADR body the casino names; the MGA keeps an online complaint form, reviewed in English or Maltese.
Are Casino Guru or AskGamblers worth using?
They are private mediators, free for players, with no power to force a casino to pay: they pass the complaint on and publish the outcome. They are useful alongside the official route, especially for a casino with no identifiable regulator, but they do not replace it or its deadlines.
Can I get my money back through my bank?
A chargeback covers a deposit (an unauthorised payment or a service not provided), not winnings a casino refuses to pay out, and the casino will usually close the account. Crypto payments cannot be reversed at all.
📚 Read next
9 years of experience in the iGaming industry. Former analyst for two European operators, Thomas tests every casino with a real account and real wagers before any publication.
To avoid getting this far, see our withdrawal speed tests and our list of the best online casinos.
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