Crafting the perfect bookmaker complaint
So you're looking to leave a bookmaker complaint, but not sure the best way to do so? Well here at betting.co.uk we have the perfect solution for you — our bookmaker and casino user reviews.
At the bottom of every review on betting.co.uk you will find a section called 'user reviews'. Here you can leave feedback (good or bad) regarding a specific brand. We never edit comments and we're dedicated to bringing impartiallity across all aspects of our website.
But how can you be sure your complaint really packs a punch? Well, here's a few tips:
- Stay calm.
It's tempting to go in all guns blazing — and even use an expletive or two — but remember that professional and well-crafted complaints are generally more effective than angry, unstructured and emotional ones.
- Stick to the point.
While giving a solid explanation of your complaint is key — it's also super-important to cut to the chase. Bookmakers don't need to know the specific time, where you were when playing or whether it was raining or not on the specific day of your grievance... they will just want to know the specific issue. Are you upset because you didn't get the right bonus? Or are they withholding your winnings for no clear reason? Whatever the problem is — keep it concise.
- Make sure it's the correct brand you're complaining about.
Some brands have similar names — so be absolutely sure the review you're leaving feedback on is the correct brand.
Other than the above, it's just important to stay respectful. Remember that you are dealing with a human being on the other end of the complaint. Being assertive, but polite, is the most effective way to make a complaint.
Casino & Bookmaker Common Complaints and Issues
Every company that offers a service will inevitably from time to time receive complaints from customers. It's just a natural course of doing business. And while customer complaints are forever changing in the modern landscape of online bookmakers and casinos, there are a number of recurring issues that we've seen time and time again at betting.co.uk. Maybe it's late payouts. Maybe you've not received the correct bonus. Maybe a deposit has gone missing. Whatever your issue is, if you're unable to settle it directly with the bookmaker or casino, often the best way is to bring in a third party.
Here are a common list of issues we've witnessed from over the years:
- Issues around the payment of winnings.
- Drawn out and length payouts.
- Problems around reaching customer support.
- Complex and unclear bonus terms.
- Games being excluded from offers without any genuine reason.
Complain to licensing authorities if things are serious
Of course, sometimes issues have to be escalated further — and this may well mean you need to send a complaint to the UK Gambling Commission or the Advertising Standards Authority (ASA). Though before doing so, it's important to do the following (especially if complaining to the Gambling Commission):
- Check the T&Cs surrounding either any gambling transaction of welcome bonus.
- Contact the bookmaker with your grievance first.
- Follow the bookmaker or casino's complaints policy.
- Wait for a response — a bookmaker has 8 weeks to resolve any issues.
- If you are still frustrated you can then escalate your complaint to an ADR (Alternative Dispute Resolution) provider.
What is an ADR?
An ADR is a separate company which is responsible for facilitating your complaint between the bookmaker and yourself. The bookmaker you are complaining to should give you details of the ADR you need to use. Be warned though — some bookmakers don't work with a specific ADR and are not obliged to do so.
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The Gambling Commission itself will not deal with issues directly — though, if you feel a bookmaker or casino is operating illegally you can contact the UKGC directly about this.
Is complaining about a bookmaker or casino worth it?
Yes, absolutely. If you feel there are issues that need to be raised publicly, then go ahead and do so. Especially if the problems you are experiencing could impact other players in the future.
Conclusion: You have the right to complain!
In conclusion then, you 100% have the right to complain. Whether that initially be with the bookmaker directly, with us as a secondary measure, or through a resolver as a final solution — the worst thing you can do is not complain. But betting.co.uk can help right away — simply find the brand from either the list above, or via our search function and then scroll down to the user reviews section. Share your thoughts with better punters today and help make the UK gambling space safer and more secure.
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