Casino.Select publishes reviews and data to help readers compare operators. This policy explains how we handle complaints about casino brands we cover, what we can and cannot do, and how to contact us. It should be read together with our Editorial Policy and Methodology.
What we are — and are not
We are not a gambling regulator, a licensed alternative dispute resolution (ADR) body, or the operator’s customer support. We cannot freeze accounts, force withdrawals, or reverse operator decisions.
We are an independent editorial publication. Where a complaint points to verifiable facts (licence status, public enforcement actions, sustained payment issues corroborated by evidence), we may investigate and update our coverage, scores, or structured fields so the public record on our site stays fair and accurate.
Before you contact us
- Use the operator’s official channels first — support, complaints team, and any licence-holder escalation path shown in their terms.
- Check your jurisdiction — many regulators and ADR schemes only assist players in specific countries. If you are eligible, filing with the relevant authority or ADR is often the correct route for a binding outcome.
- Collect evidence — dated screenshots, emails, transaction IDs (redact sensitive details), and a short chronology help us assess whether we can verify anything on our side.
How to submit a complaint to us
Send your message via our Contact page (or the email address shown there, if applicable). Use the subject line Casino complaint and include:
- The exact brand name and, if known, the legal entity or licence holder.
- A neutral summary of what happened and what outcome you seek.
- Dates (approximate if needed) and any reference numbers the operator gave you.
- Evidence attachments or links (ensure files are safe to open; we may not download executables).
Privacy: Do not send full payment card numbers, passwords, or government ID in clear text. Redact account numbers to the minimum needed to identify the case. We process personal data in line with our Privacy Policy.
What we will do
- We aim to acknowledge substantive complaints within a reasonable period (typically within several business days). Complex cases may take longer.
- We assess whether the issue relates to facts we publish, editorial fairness, or patterns that belong in our structured review model (for example, fields that feed Trust Score inputs where applicable).
- If we can verify material information, we may update the relevant casino page, changelog, or data fields, and note significant corrections where appropriate.
- If we cannot verify claims, we may decline to change content or may describe the dispute neutrally without taking sides.
What we will not do
- We do not publish unsubstantiated allegations as fact, private personal attacks, or content that creates legal or safety risk.
- We do not guarantee outcomes with the operator, refunds, or compensation.
- We may disengage from repetitive, abusive, or automated submissions.
Player reviews on our site
If your feedback was submitted as a public player review, it is moderated under our Editorial Policy. That is separate from this complaints process, though we may cross-reference serious issues when they affect factual accuracy.
Escalation outside Casino.Select
For disputes over money, account closure, or bonus terms, the operator’s regulator or an approved ADR (where available) is usually the appropriate escalation path. We encourage you to use those channels when eligible.
Changes to this policy
We may update this page to reflect process changes or legal requirements. The version on this URL is the one that applies when you read it.