Mobile Casino Complaints: Who to Turn to Next?
Mobile casinos are, on the whole, a pretty reliable bunch. With customer service forming a vital cog in the reasons for players congregating at different casinos, they have to ensure that complaints are dealt with quickly and effectively. After all, one bad review in the right – or, some would say, wrong – place, and a business can find their customer numbers falling faster than water in Niagara.
Regardless of the site you play at, if you have a complaint, you must make representations to them first – and 99% of the time it’ll be sorted. What should you do if you feel you haven’t got what you deserve though? Who is there to ensure that nobody can possibly be ripped off by any mobile casino? The answer is: well, slightly more complex than you might at first think…
You see, there isn't one single regulatory board governing all mobile casinos. Instead, the boards are found in various countries throughout the world. They govern mobile casinos based in their jurisdiction, even though all of the casinos serve customers in the UK. So, what do these regulatory bodies do, how should you contact them and how do you find out which one you should contact?
Making a Complaint
As already stated, the first people to contact in the event of a complaint is the company themselves. They must be allowed to atone for their error – if they have made one – before a higher authority will take over. After all, most issues are simple mistakes and the casino will rectify them immediately. If they don’t meet your expectations though? Well, then it’s time to take the complaint up a gear… Firstly, while still full of righteous indignation, you need to find out which regulatory body governs the site in question. There’s two ways you can do this – either look at the bottom of their site and see which logo appears there, or simply keep on reading to find a handy list right below…
Directorate of Offshore Gaming (Antigua & Barbuda)
Looking at the massive list above (yes, it took an absolute age to compile), you’ll get the contact details for the correct regulatory body. Now, get tapping on your keyboard and send them an email! But what should you include? Make sure that the following snippets of info are in there:
- Who you are
- Your contact details, including phone number and address
- The name of the casino you’re complaining about
- Your reason for complaining
- Any screenshots you have supporting your claim
- Any emails or other correspondence received from the casino
- What you expect to be done about your complaint
Once you've made the complaint, you now wait. And wait. And wait some more. Ever experienced trying to get an answer from a government department? You’ll know the feeling. But they will get back to you with an answer, or at least to ask you for more details. So, stay patient, and everything will get sorted in the end.
What Do Regulatory Bodies Do?
The regulatory bodies are absolutely vital, as they ensure the different mobile casinos operate in a way that is fair, legal and transparent – if they don't, their gambling licence will be revoked. Their own mandates differ slightly, however they will all do these things at the very least:
- Vet all prospective mobile casino operators, to ensure that they are of good character and that they have enough capital to back their venture. If they don’t, they won’t even get past the initial application.
- Ensure that the gambling companies have sufficient controls in place to regulate underage gambling, as well as a gambling addiction. If you feel that a site has allowed an underage player to play, or failed to protect a vulnerable player, they will act quickly and decisively.
- Assess the policies of gambling companies throughout their operations, to ensure that they do not treat players unfairly or dishonestly.
- Ensure that the mobile casino has sufficient funds to cover the amount of money it could possibly have to pay to players, therefore meaning that any wins should always be paid immediately.
- Review any marketing and advertising activities of the companies under its control, to make sure that they are not misleading and do not actively encourage gambling by underage or vulnerable people.
So, if you have any issues concerning the above points, you should make a complaint.
What If You’re Still Not Happy?
The chances of getting an unfair decision after you've gone through the whole complaints process are slim, however sometimes you might not feel completely satisfied. So, is there anyone else to complain to? Well, there’s one other place to turn, and that is eCOGRA.
They are an independent organisation set up to ensure, in their own words, “player protection, fair gaming and responsible conduct by operators”. They monitor only the sites that have opted in, and will be able to pursue any issues you have directly with the casino operator. There are a couple of things to remember though about eCogra. Firstly, there is no requirement for a site to be a member. Therefore, there’s always a chance that they won’t be able to help – they can’t throw their weight around if a site isn’t affiliated with them. Secondly, if you’ve already had a decision from a regulatory body, eCogra are likely to take the same line. Still, if you are really unhappy, they are worth a go. It’s also worth noting that, if you don’t feel like going to the regulatory body, you can approach eCogra in the first instance instead. Otherwise, you’ll simply have to let your actions do the talking.