Steps to Take If You Encounter iGaming Disputes

Emma Washington
Written by
Emma Washington on 11/18/2024

If you take part in iGaming activities long enough, there will come a time when some type of dispute will arise between yourself and your iGaming operator. If this happens, there is no need to panic. There will be procedures you can follow to get your dispute resolved one way or another.

The best thing you can do right off the bat is do your research and learn what the dispute resolution process is for your chosen operator. This matters because things can vary a little bit from one state to the next and one operator to the next.

Note: Regulators in all U.S. states do require that operators submit their process information to the regulator.

My goal is to give you a general idea of how you need to proceed when a dispute arises. With that in mind, here are the steps you should be prepared to take. Knowing these steps will save you time and a lot of aggravation. While my focus might fall a bit on iGaming, the same information should be applicable if you are using an operator’s sports betting or horse racing platforms.

The Dispute Process

Step 1: Identify the source of your dispute. If you feel something has gone wrong or you have been treated unfairly, identify it and write it down as clearly as possible. It’s okay to treat minor and major issues in the same manner.

Step 2: Review the site’s terms and conditions as they might apply to your specific issue. Before you charge ahead with disputes or accusations, it would be prudent to make sure your issue or issues are viable. The best way to do that is to reread the operator’s terms and conditions as they would apply to what you think happened. If you take this step, you can help eliminate the possibility you have misunderstood something.

Example: Let’s say you felt you were entitled to withdraw bonus funds that were sent your way. After reading the bonus’s terms and conditions, you come to realize you failed to fulfill the offer’s playthrough requirement and must forfeit everything related to the bonus. If that were the case, you’d know right away there is no dispute.

Step 3: Submit your complaint in writing. When conversing with your iGaming operator, your options will probably include phone, live chat, or email. For tracking purposes, the best way to submit a complaint is via email. That should prompt your operator to respond in kind. The series of emails that are exchanged shall serve as support for the entire interaction. You might need this support if the issue or issues need to advance to higher levels than customer service.

Address your complaint immediately. It points to urgency. As you write this complaint, do so with as much detail and data as possible. When relevant, provide screenshots related to what happened. This includes financial transactions and provide banking records if applicable.

When escalation is necessary

Step 4: Move to arbitration with site management. It’s likely your initial interactions will be with front-line customer service reps. If you don’t get the answer you want or expect, you have every right to request the issue be moved to the management level. This is a particularly important step if the issue at hand is serious. Management might be a customer service manager or someone acting as senior management for site ownership.

Step: 5 Take the issue to the site’s government regulator. In the U.S., every state has a designated regulatory agency that has been set up to handle licensing, police iGaming activities, and arbitrate disputes. If you were not able to get satisfaction from the operator at any level, it would be within your right to appeal to the proper regulatory agency. They usually have resources in place to serve as mediators and often hold the final word in deciding disputes. In most cases, operators have partnered with an ADR (Alternate Dispute Resolution) center that provides independent and binding arbitration services.

To be clear, these are non-partisan actors. They have no vested interest in the outcome one way or another.

Common Types of Disputes

A lot of trust is needed between iGaming operators and their customers. After all, money is being wagered on outcomes that are software-driven and out of view of the naked eye. It’s not like watching a real dealer deal with a card.

While disputes might arise for a wide range of reasons, here are the most common disputes:

  1. Banking – issues my include declined transactions, delayed account credits or withdrawals, and transaction verification issues
  2. Bonus Promotions – issues may involve bonus acceptance problems and loss of bonus rewards due to various rules violations
  3. Software – software issues usually occur when there is a programming glitch in the program or perhaps an issue created by a power outage. Gaming result issues would also fall into this category
  4. Profile Problems – Included in this category would be registration problems and issues with treatment from customer service

As a valued customer, you should always have the right to file complaints with your iGaming operator. No system operates without the occasional flaw. It’s important to remember that everyone is going to be a bit sensitive because money is on the line. The best thing you can do is get organized and follow the proper complaint protocols to a TEE. If you do that, your operator and perhaps future mediators are going to treat you with more respect.

My experience has taught me that most disputes are handled fairly by licensed operators. They have a vested interest in treating customers fairly and with all due consideration because they value word-of-mouth advertising for new customers. If a resolution doesn’t go your way, I would recommend that you review your position. You might likely be caught up in a simple misunderstanding.

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Emma Washington

15 Articles

Highlights

Digging into the latest casino and iGaming trends as well as opining on current market and forecast for the gambling industry.

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