The checklist, in the order the work has to happen
Everything on this site compresses into one sequence. It is ordered deliberately: the file comes before the complaint, the complaint comes before the deadline, and the deadline comes before the escalation. Working through it once, calmly, is worth more than any number of follow-up messages.
Before you contact anyone
Date, what happened, identifier. If you cannot fill in an identifier, that is the first thing to go and find.
A dated copy of the clause you rely on and the clause you say was applied. This is the exhibit the dispute turns on.
Where a bonus is involved: maximum bet, game weighting, expiry, as published when the qualifying bet was placed.
Deposits, withdrawals, bonus credits, adjustments, with dates. Download it rather than transcribing it.
This decides which rungs exist for you, and the answer belongs in your notes before you write anything.
The amount, the transaction and the action. If it cannot be written in one sentence, the dispute is two disputes.
File the complaint
| Part | What it contains |
|---|---|
| Subject line | The account reference, the transaction identifier and what you are asking for — so it can be routed and found later |
| Facts | The numbered dated list, unchanged from your own notes |
| Terms | The clause relied on, the clause misapplied, and the date of the version attached |
| Remedy | The one-sentence request, with an amount and a date |
| Two requests | A final written response, and the name of the dispute body with its referral deadline |
Send it to the complaints address rather than chat, from an address you control, and keep a copy of exactly what you sent. The message is now the beginning of the timeline, and the two requests at the end are what make the next rung reachable.
Diarise the deadlines
Using the figure in the operator’s own procedure, counted from the date you sent the complaint.
Counted from the final response rather than from the event. Start counting it the day the final response arrives.
If card-funded deposits are in scope. That clock runs independently of the complaint and may close first.
A short written chase, referencing the deadline, keeps the record honest if the response never comes.
Escalate in order
-
A
Chase the final response in writing
If the outer limit passes without an answer, chase once with the dates and the deadline you are holding them to.
Complaints team -
B
Refer to the dispute body inside its window
Attach the final response verbatim, the dated term, the transaction record and the one-sentence remedy.
Named in the terms -
C
Write to the regulator about practice, not outcome
Only where the record shows a failure of process or a systematic practice. Ask for acknowledgement, not for a ruling.
Licensing authority -
D
Protect the card window while the rest runs
Ask the issuer what its deadline is; do not let a payment clock expire while a regulated route is in progress.
Your bank
When to stop
Two endings are legitimate, and recognising them saves effort.
- You have a written decision and have been paid. Keep the decision, the transaction record and the dated term together, and close the file.
- You have a complete written refusal and no route left open. That is a real outcome. It fixes the dates, it is the record a regulator would read, and continuing to argue it at the same stop does not change it.
What is not a good use of effort: repeating the same argument to the same desk, escalating without the file, or letting a deadline pass while waiting for an answer that the procedure does not require. The routes on this site are finite, they are ordered, and the ones that exist for your operator are written down in its terms.
This page carries an affiliate link to gamdom.com/r/csgo2026. If you open an account through it we may earn a commission. It costs you nothing extra, it does not change what we write, and no operator, dispute body or regulator pays for a position here. 18+ only. Gambling involves risk and can cause serious financial harm — including debt, damaged relationships and mental-health problems. Nothing about complaints changes that: a dispute can only be about what an operator owes you under its own terms, and money already staked and lost to the game is not recoverable through any route described here. Never fund play with money you cannot afford to lose, never borrow to gamble, and never deposit more to recover a loss. Free, confidential support exists in most countries through national gambling-harm helplines.