How casino complaints are submitted, reviewed, and resolved on Search-Casino.com

Last updated: November 15, 2025

The Search-Casino.com Complaints Service helps players resolve disputes with online casinos through a neutral, structured, and transparent process. We act as an independent mediator between players and casino representatives.

1. Purpose of the Complaints Service

The service is designed to:

help players resolve disputes with online casinos;
maintain transparency by publishing verified complaint cases;
provide a structured communication channel between players and operators;
improve fairness and accountability within the industry.

We are not a gambling regulator and cannot legally force casinos to reimburse or pay funds. However, the public nature of our platform encourages operators to resolve issues in good faith.

2. Requirements for Submitting a Complaint

Players must ensure that the complaint is:

submitted by a real casino customer;
based on factual information and personal experience;
described clearly (minimum 100 characters);
assigned to the correct category;
supported with evidence when needed (up to 3 files, max 5MB each).

Additional verification may be requested before the complaint is approved.

4. Complaint Submission Process

Step 1 — Select Category

Select the category that best describes the issue.

Step 2 — Complaint Details

Provide a title, description, and attach supporting files if needed.

Step 3 — Authentication

Step 4 — Confirmation

You will receive:

a unique Complaint ID;
an estimated resolution time of 7 days.

5. Complaint Moderation

All complaints first receive the status “Waiting for approval”.

Our team reviews the complaint to ensure:

the case is real and valid;
the description does not contain personal or sensitive data;
evidence is sufficient when required;
the complaint follows all rules.

Based on moderation, a complaint may be:

approved and made public;
returned for clarification if more information is needed;
rejected if it violates the rules or contains false information.

6. Publication & Forwarding to the Casino

Once approved, the complaint receives the status “Opened” and becomes visible to the public. We then contact the casino representative and request an official response.

Casinos are given up to 7 days to respond. Failure to provide a timely response may negatively affect the casino’s reputation and Expert Trust Level.

7. Complaint Statuses

The Search-Casino.com Complaints System uses four official statuses:

Opened — complaint approved and forwarded to the casino for review.
Unresolved — the casino did not resolve the issue or failed to respond within the expected timeframe.
Resolved — the issue has been successfully resolved and confirmed by the player or verified by evidence.
Rejected — the complaint was declined due to lack of evidence, incorrect information, rule violations, or being outside the scope of our Complaints Service.

These are the only statuses used on Search-Casino.com. Intermediate statuses (e.g., “In progress”, “Waiting for player”) are handled internally within the discussion thread.

8. Rights & Responsibilities

8.1. Player Responsibilities

submit accurate and truthful information;
respond to moderation requests;
avoid sharing sensitive personal data;
not misuse complaints for manipulation or blackmail.

8.2. Casino Responsibilities

respond within 7 days;
provide complete and accurate information;
cooperate with the review process.

8.3. Search-Casino.com Responsibilities

ensure impartial moderation;
facilitate communication between parties;
publish outcomes transparently;
remove abusive or fraudulent submissions.

9. What Search-Casino.com Does Not Do

provide legal advice;
force casinos to pay out or change decisions;
interfere in KYC/AML processes;
act as a gambling regulator.

10. Confidentiality

The public complaint page displays only information that does not violate privacy rules. Users must hide personal data in any uploaded files. We do not publish sensitive documents without permission.

11. Fraudulent Complaints

We reserve the right to reject complaints or suspend accounts if we detect:

false statements or misinformation;
forged or manipulated documents;
abusive or manipulative behavior;
multiple submissions from duplicate accounts.

12. Changes to This Policy

Search-Casino.com may update this policy at any time. Revised versions become effective immediately after publication.

13. Contact Information

Email: [email protected]