Complaints about this site
If something we published is wrong, misleading, out of date or unfair, we want to know. That includes a figure that no longer matches the game, an operator detail that has changed, or a piece of writing you think crosses a line.
How to raise it
- Email [email protected] with “Complaint” in the subject line.
- Tell us the page, what is wrong and — if you have it — a screenshot. A shot of the game’s information panel settles most RTP questions instantly.
- We acknowledge within two working days.
- We investigate and reply within ten working days. Anything that needs re-testing at a live casino can take longer, and we will say so rather than going quiet.
- If we got it wrong we correct the page and update the review date. Corrections are made openly, not quietly.
Disputes with a casino
We cannot help directly, and no affiliate site can. We have no access to your account, balance, documents or withdrawal, and no standing to intervene. What follows is the process that does work — and it is genuinely effective, so it is worth following properly.
Step 1 — The operator, in writing
Every UKGC-licensed casino must have a published complaints procedure and must handle your complaint within eight weeks from the day they first receive it, including any internal escalation.
- Use email or the complaints form rather than live chat — you need a written record.
- State the facts, the dates and the outcome you want, in that order.
- Keep everything: screenshots, transaction IDs, chat transcripts, the game round history.
- Ask them to confirm in writing that they are treating it as a formal complaint.
Step 2 — An ADR provider
If eight weeks pass without resolution, or the operator issues a final response you disagree with, you can take the dispute to an Alternative Dispute Resolution provider free of charge. Every licensed operator must be signed up to one and must tell you which. The two most common in the UK casino market are IBAS (Independent Betting Adjudication Service) and eCOGRA.
- ADR is free to you, and the decision is binding on the operator.
- Submit the same evidence you gave the casino, plus their final response.
- Do not skip step 1 — ADR providers will send you back to the operator if you do.
Step 3 — The Gambling Commission
The Commission regulates operators but does not resolve individual disputes and will not get your money back. What it does do is act on licence breaches. If an operator ignored its own complaints procedure, failed its safer-gambling duties or broke its licence conditions, report it at gamblingcommission.gov.uk — that information feeds enforcement action even though your case is settled elsewhere.
| Where | Handles | Timeframe |
|---|---|---|
| The operator | All account, payment and game disputes, first | Up to 8 weeks |
| ADR (IBAS / eCOGRA) | Unresolved disputes; binding on the operator | After 8 weeks or a final response |
| Gambling Commission | Licence breaches — not individual redress | Any time |
| This site | Content errors on bassbonanza1000.co.uk only | 10 working days |
Two things worth knowing
- Do not open a second account. It breaches almost every operator’s terms and can void a balance you were otherwise entitled to.
- Verification is not a stalling tactic. Held withdrawals are usually an outstanding KYC check. Uploading documents early — before you win — removes the problem entirely. We cover it on the account guide.
If the complaint is really about how much you have been gambling rather than one disputed transaction, the National Gambling Helpline is free and open 24 hours a day on 0808 8020 133. More options are on our Responsible Gaming page.
