Get in Touch: One Inbox, and What It Can Actually Settle

What the inbox is genuinely good for

• Corrections. A ticket price that has changed, a room that has closed, a dead link, a figure that does not match the operator’s own dated rules page. These are the most useful messages we get and they get checked against the published source the same way the page was built.
• How a number was reached. Ask and you will get the room setup, the session count and the arithmetic, or a pointer to the part of our rating method that covers it. If a figure cannot be reproduced, it comes off the page.
• Privacy and data. Requests to see, correct or delete what we hold, or to object to how it is used, get an answer inside one calendar month, and we may first check the request really comes from you. The privacy notice sets out what is held and why.
• Operators and other businesses. Answered from the same address. Nothing buys a listing with us or a softer sentence in a guide, which how this site is funded explains in full.

What we cannot do from here

We are a publisher, not an operator and not a regulator, so a good deal of what people ask for is simply outside our reach. We cannot log into anybody’s casino or bingo account, change a balance, release a bonus, reverse a bet or see what an account history holds. We cannot chase a withdrawal, hurry up a document check or make a casino pay anybody. We have no power to fine, suspend or investigate an operator, and we cannot overrule a term you have agreed to.

We also cannot lift a self-exclusion, and would not try. If you have registered with Gamstop Online or set a blocker running, that bar stays up until it expires on its own terms, and nothing on this site is written to help anybody slip past it.

Complaining about a casino or a bingo room

Start with the operator, because that is the only route with any force behind it. Every Gambling Commission licensee publishes a complaints procedure, has eight weeks to work through yours, and must then give you the name of its alternative dispute resolution provider: an independent service that will review the case at no cost to you. That provider is named on the operator’s own site and recorded against its licence on the public register, so you can check it before you start.

Where the site is one of the offshore brands covered in outside GamStop, none of that machinery exists. There is no British licence behind the account, no Commission able to act on your behalf and no approved dispute service to escalate to, and the money is not protected if the operator stops answering. Telling you that before you deposit is more use than anything we could write afterwards.

If something on this site is what misled you, say so plainly and we will treat it as a complaint about us rather than about the casino. Complaints about an operator’s own advertising can also go to the Advertising Standards Authority, which is independent of both of us.

If gambling itself is the problem

Do not start with us. The National Gambling Helpline is free, answered at any hour and run by GamCare: 0808 8020 133. They will talk to you whether you are the one gambling or the one watching somebody else do it. The GambleAware site stays online as a place to read up first and to find a way into treatment, and one free registration with Gamstop closes every gambling site licensed in Great Britain to you for six months, a year or five years. Our play safe page puts those beside the deposit caps, blocking apps and bank gambling blocks worth switching on at the same time.