Complaining: the operator first, the regulator second
The practical difference between playing inside the regulated market and playing outside it shows up exactly here: in whether the complaint has anyone behind it.
Step 1: the complaint to the operator
File it through the operator's formal channel, not the support chat, and do it in writing. Describe the event with date and amount, attach screenshots of the terms as they stood at the time, and ask for a reasoned reply referencing the clause applied.
A licensed operator is obliged to handle a complaint. Which is why it matters that the sending and its date be on record: the clock that starts there is the one you will need to evidence if the matter continues.
What documentation a complaint stands on
Screenshots of the cashier with its published timings, screenshots of the promotion terms as they were when you accepted, the transaction history, and the earlier support conversation with dates. Terms get rewritten, and a later version does not describe what you accepted.
That is why this site keeps insisting on keeping screenshots from the start. Assembling documentation after the problem is far harder, and a complaint without documents is an opinion.
- The event, with date and approximate time.
- The amount and the payment method.
- The clause the operator says it applied.
- The earlier support conversation, in writing.
Step 2: the regulator
If the operator does not resolve it or its reply is not reasoned, the next route is the authority that issued the licence. Each European market has its own — Malta, Sweden, Denmark, Spain, Italy, the Netherlands and others — and that is the one whose register you checked before opening the account.
Understand the scope so you do not expect the wrong thing. That route deals with breaches of the operator's obligations; it does not arbitrate on whether a game felt expensive and does not review a run of bad luck. There is no forum for that, and there should not be.
This site provides no legal advice and does not handle complaints. It describes the framework for information; the official procedure and current requirements sit with the relevant regulator.
What is not a complaint
That the 95% RTP is below the market average is not grounds for complaint: it is a published property of the game, and this site flags it precisely so you know it in advance. Nor is a losing session, however long.
What is grounds: a missed deadline with no explanation, a clause applied that was not there, an account limit that is not honoured, or a promotion promised and not granted. The distinction is not pedantry: a well-framed complaint gets resolved, and a complaint about a game's mathematics goes nowhere.
Frequently asked questions
Where do I file the complaint first?
With the operator, through its formal channel and in writing, with the date, the amount and screenshots of the terms as they stood. A licensed operator is obliged to handle it.
What if the operator does not reply?
The next route is the authority that issued the licence — each European market has its own. The current procedure is published by that regulator.
Can I complain about a run of bad luck?
No. That route deals with breaches of an operator's obligations, not with a game's outcome. A 95% RTP is a published property of the title, not an infringement.
What documentation do I need?
The event with its date, the amount and payment method, the clause the operator says it applied, and the earlier support conversation in writing. Keep it from the start.
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Last updated: September 2026