BetVouch operates a free mediation service for any player who has been unable to resolve a dispute directly with a licensed online casino. We open a case file, contact the operator on your behalf, and document the outcome on the operator's public profile. We do not charge for mediation. We are not paid by any casino we mediate with.
Before you read further, please make sure you have already:
- Used the operator's own support and not received a substantive answer
- Either filed a formal complaint through the operator's published complaints procedure, or are now ready to do so with our help
- Kept screenshots, transaction IDs, and any support transcripts
The step-by-step path for getting a real outcome on a casino dispute is at /how-to-file-a-complaint-against-an-online-casino. Read that first — most cases resolve faster when documented this way before mediation starts.
What we do, and what we don't do
We do:
- Contact the operator on your behalf with the formal complaint, copies of your evidence, and a clear request
- Document the operator's response and the timeline
- Publish the outcome of your case on the operator's BetVouch profile, anonymised to you but transparent about the operator's behaviour
- Support your escalation to the licensed Alternative Dispute Resolution (ADR) body if mediation does not resolve the case
- Refer you to the relevant regulator (KSA, UKGC, MGA, DGOJ, GGL, etc.) when escalation is the right next step
We don't:
- Charge you for the service
- Take a cut of any payout you receive
- Act as a legal representative — we are a mediator, not a lawyer
- Engage with operators that hold no recognised licence in any jurisdiction
- Help recover funds from unlicensed "casinos not on Cruks / Gamstop / Spelpaus" operators — those operators have no regulator to escalate to
How to file a case with us
Email complaints@betvouch.com with the subject line:
Complaint — [casino name] — [your country]
Example: Complaint — Stake.com — Netherlands
In the body, include the following information. The more structured this is, the faster we can act on it.
- Your details
- Full name (legal name as registered with the casino)
- Country of residence
- Email address registered with the casino (if different from the one you're writing from)
- Your username or account ID at the casino
- The dispute, in one sentence
"Withdrawal of €X requested on [date] was refused without a substantive reason." Or: "Account closed on [date] with €X balance forfeited under a bonus-terms clause we believe was misapplied." Specific, factual, short.
- Chronological timeline
Events with dates and times. Each support ticket, each email, each operator response, in order. Include reference numbers where the operator provided them.
- The outcome you are requesting
Typically: "Release the withdrawal" or "Reinstate the voided balance and process the withdrawal" or "Refund the deposits made after the account should have been blocked under self-exclusion".
- Evidence
Attach (or describe and confirm you have available): screenshots of the disputed balance, transaction IDs, deposit receipts, support transcripts, the operator's terms and conditions as they were when you accepted them, and any prior operator response.
- Whether you have already filed a formal complaint with the operator
If yes, the date and the response received. If no, that's the first step we'll help you with.
What happens after you file
- Within 2 business days: We acknowledge receipt and confirm whether the operator and dispute are within scope. If they are not, we tell you why and point you to the right escalation path.
- Within 7 business days: We contact the operator with your formal complaint, evidence file, and a request for substantive response within 14 days.
- Within 21 days: We expect the operator's response. The outcome (resolved, partially resolved, refused, no response) is documented.
- If unresolved: We support your escalation to the licensed ADR body and provide the regulator-complaint pack with all of your evidence consolidated.
Every case feeds into the operator's public complaint-history score on their BetVouch profile, regardless of who eventually wins. That's how operators with a pattern of mishandled complaints end up with low ratings — not because we disliked their offer, because their player record is what it is.
What we cannot help with
- Disputes with unlicensed casinos. We can document the case publicly and warn other players, but there is no regulator to escalate to.
- Claims that depend on the operator changing its policies retroactively for you specifically. ADR and regulators do not order retroactive policy changes.
- Recovery of funds lost to gambling losses (as distinct from refused payouts or voided balances). Mediation cannot reverse a losing bet.
- Cases where the player has signed a confidentiality agreement with the operator. The case is then off-record by your own commitment.
Privacy and data handling
When you file a case:
- Your identity and contact details are shared only with the operator named in the complaint, and only for the purpose of mediating the case.
- The public record of the case on the operator's BetVouch profile is anonymised — your username, balance amount, and personal details are not published. The category of dispute, the operator's response, and the outcome are.
- Data we retain is held under our published Privacy Policy. You can request deletion of your case at any time before public publication. After publication, we retain a structured record but anonymise further on request.
Are you experiencing problem gambling?
If you're filing a complaint because of money lost due to compulsive gambling — separate from a specific operator breach — please also look at /responsible-gambling. There are free, confidential services in your country that can help. Mediation is the wrong first step for that.
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