How to Make a Complaint at a Gambling Site

Most online casinos and betting sites in South Africa operate fairly, but even with reputable operators, disputes can happen. Whether it’s a delayed withdrawal, unclear bonus terms, or an account verification issue, knowing how to raise a complaint properly can save you time, stress, and money. 

This guide walks you through the exact steps to take, who to escalate to, and how to protect yourself when gambling online.

Knowing Your Rights as a Player in South Africa

As a South African player, you are protected by both local gambling laws and the licensing conditions set by international regulators. You have the right to fair gameplay, access to your winnings, honest marketing, and clear terms and conditions.

Issues can arise, such as delayed withdrawals, locked accounts, incorrect bonus payouts, or unresponsive support. But reputable betting sites want to resolve player complaints quickly. 

Most operators have dedicated dispute teams, and your chances of a positive outcome are highest when you follow the correct process. A large part of this process involves identity verification.

KYC – Know Your Customer

KYC is a legal requirement for all licensed betting sites. It ensures that players are who they say they are, prevents fraud, and supports responsible gambling.

During verification, casinos may request several documents to confirm your identity and payment details, including:

• A copy of your ID or passport

• Proof of address

• Proof of payment method (bank card, bank statement, etc.)

• A selfie for identity verification

KYC can feel frustrating when it delays withdrawals, but it protects both players and casinos. No licensed operator can legally pay out until verification is complete.

What Are the Most Common Player Complaints?

While every case is different, most player disputes fall into a few predictable categories. Understanding these helps you identify the root of the problem faster.

Withdrawals

The number one complaint. Players often experience delays due to incomplete KYC, payment processing times, bonus restrictions, or internal reviews.

Bonus terms and conditions

Many disputes arise when players misunderstand wagering rules, expiry periods, or restricted games.

Wagering requirements

Failure to meet wagering requirements before requesting a withdrawal is one of the most common reasons for payout denial.

KYC issues

If documents are blurry, expired, or don’t match your account details, verification can be delayed or rejected.

What Do You Need to Do if You Have a Complaint?

Below is a step-by-step process that gives you the best chance of a successful resolution.

1. Gather all information and evidence

Before approaching support, collect everything you need to prove your case. This helps customer service resolve your issue faster and reduces back-and-forth conversations.

Include the following:

• Screenshots of error messages, pending withdrawals, or blocked actions

• Timestamps of events

• Copies of any bonus terms or wagering rules that apply

• Chat transcripts or emails

• Proof of payments or banking confirmations, if relevant

• Your KYC submission details

💡 Pro Tip:

Always use the casino’s official live chat or support email for initial contact. These create a written record that can be used later if you need to escalate.

2. Contact customer support

Provide a short, factual explanation of the issue and attach your evidence. Include:

• Your full name

• Account email or username

• The exact problem (e.g., “withdrawal pending for 5 days”)

• What have you already tried

• Any relevant screenshots

Be polite and patient. Support agents often need to escalate the issue to a payments or technical team, which can take a few hours. Rudeness, accusations, or incomplete information may delay the outcome.

3. Take screenshots of all conversations

Save your chat transcripts, email threads, and reference numbers. These become essential if you need to escalate the dispute to a regulator or alternative dispute resolution service.

4. Escalate the issue internally if needed

If the first support agent cannot assist, ask for one of the following:

• A supervisor

• The payments or verification department

• The casino’s internal complaints team

Most reputable operators resolve disputes long before outside intervention is needed.

What to Do When You Cannot Solve Your Issue With Customer Support

If you have followed the steps above and the casino still will not resolve your complaint, there are official channels you can escalate to.

Go to the licensing body

Every licensed casino lists its regulator at the bottom of its website. Local regulators in South Africa are:

• Gauteng Gambling Board

• Western Cape Gambling Board

• KwaZulu Natal Gambling Board

• Northern Cape Gambling Board

• Eastern Cape Gambling Board

• Free State Gambling Board

• North West Gambling Board

• Limpopo Gambling Board

• Mpumalanga Gambling Board

Common international regulators include:

• MGA (Malta Gaming Authority)

• UKGC (UK Gambling Commission)

• Curacao eGaming

• Gibraltar Gambling Commissioner

• Isle of Man Gambling Supervision Commission

When submitting a complaint:

• Include all evidence and timestamps

• Provide your communication history with customer support

• Clearly state what resolution you are seeking

Regulators take unresolved disputes seriously, especially concerning withheld winnings, unfair terms, or account restrictions without justification.

Consider an ADR (Alternative Dispute Resolution) service

Some regulators require operators to work with independent dispute resolution bodies. Two of the most recognised are:

eCOGRA

A trusted international body that reviews fairness, payout disputes, and term violations. They act as a neutral party and issue binding recommendations to the casino.

iTechLabs

Primarily known for testing game fairness and RNG systems, but many casinos also use them as ADR partners for disputes involving unfair gameplay or system errors.

ADR services are free for players and offer a formal review of your case, often leading to faster and more transparent resolutions.

Affiliate reporting and forums

If a casino refuses to help or ignores your complaint, reporting them to the website that referred you can be effective. Reputable affiliates (like PlayCasino.co.za) maintain relationships with operators and can raise issues directly with account managers.

Community forums such as AskGamblers or CasinoGuru also publish complaints publicly, which often encourages casinos to respond faster.

Reminder to Stay Safe When Betting Online

Always choose licensed, reputable casinos with strong customer support and clear terms. Avoid chasing losses, keep your documents updated for smooth KYC processing, and never deposit more than you can afford to lose. 

Being proactive and organised ensures that if something goes wrong, you can resolve it quickly and confidently.