Contact BritanniaBet

When to contact us

Contact us if something on BritanniaBet is wrong or out of date. That might be a welcome offer that has changed, a payment method a casino no longer takes, a slot RTP that does not match the game, or a casino that has lost its licence. Tell us the page, what it says, and what you think is right, with a link or screenshot if you have one. We check every report against the source before we change the page, so a short note with the evidence saves time on both sides.

You can also write to us with a question about a review, a suggestion for a casino, slot or guide we have not covered, or feedback on how the site works on your phone or computer. We read every message.

Partnerships and media enquiries

For a partnership, advertising or a media enquiry, Telegram at @JonyBdjoly is usually the fastest route, and email at [email protected] works too. We only work with operators that hold a licence from the UK Gambling Commission. A partnership never buys a higher score, a better position in a list ranked by score, or a softer review. Our about page explains how the site is funded and how we keep commercial work separate from our reviews.

What we cannot do

We are a review site, not a casino. We do not hold player accounts or funds, we cannot see your account at any casino, and we cannot make a casino pay a withdrawal, reopen an account or change a decision. If you have a problem with a casino, the route below is the one that works, and it is free.

How to complain about a UK casino

Every casino licensed by the Gambling Commission must have a complaints process and must tell you how it works. The steps are the same at every licensed casino.

1. Complain to the casino. Use live chat or email, or the complaints form if there is one. Say clearly that you are making a formal complaint, explain what happened and what you want, and keep a copy.
2. Keep records. Save screenshots of the cashier, your transaction history, the offer terms you relied on, and every message with support. Note dates and times.
3. Wait for the final response. The casino has up to eight weeks to resolve your complaint. Many are sorted far sooner.
4. Go to the ADR provider. If the casino has not resolved it within eight weeks, or you disagree with its final answer, take it to the Alternative Dispute Resolution provider the casino uses. The provider is named in the casino's terms and complaints policy. IBAS is one of the best known. ADR is free for players and independent of the casino.

ADR providers deal with disputes about the outcome of gambling, such as unpaid winnings, voided bonuses or bets settled wrongly. Complaints about how a casino treated you more broadly, for example about safer gambling, go through the casino's own process first and can be reported to the Gambling Commission.

What to put in a complaint to a casino

A clear complaint gets a faster answer. Keep it short and factual, and cover these points:

• your account username or the email address on the account, but never your password;
• the date and time of the problem, and the game, bet or withdrawal it relates to;
• the amount involved, and the transaction or reference number if there is one;
• what happened, in a few sentences, and which term or rule you think applies;
• what you want the casino to do, such as pay a withdrawal, restore a bonus or explain a decision;
• a line asking the casino to treat it as a formal complaint and to tell you which ADR provider it uses.

Stay polite even if you are angry. The message may later be read by the ADR provider, and a calm, well-documented complaint is easier for them to decide in your favour. If the casino asks for documents to verify your identity, send them. Many withdrawal disputes are really verification delays, and they end as soon as the checks are complete.

When to contact the Gambling Commission

The Gambling Commission does not settle individual disputes between players and casinos, but it does want to hear about operators that break the rules. You can report a licensed operator that is not following its licence conditions, for example by not offering limits or by marketing to you after self-exclusion. You can also report a website offering gambling to people in Great Britain without a licence. The Commission uses those reports in its compliance and enforcement work. It will not usually tell you the outcome, but reports do lead to action.

Problems with an unlicensed site

If the site you are having trouble with is not licensed in Great Britain, the routes above do not apply. There is no UK dispute service for offshore casinos, and the operator may ignore you. That is one of the main reasons BritanniaBet lists only UK licensed casinos. Check any site before you deposit with our licence check guide. If you deposited by debit card, your bank may be able to help in some cases, so it is worth asking.

If gambling is causing you problems

If your message is really about gambling getting out of hand, please do not wait for a reply from us. The National Gambling Helpline is free, confidential and open 24 hours a day on 0808 8020 133, or by live chat at GamCare. You can block every UK licensed gambling site at once with GamStop. Our responsible gambling page lists the tools and support services available.

How we handle your message

We use the details you send only to reply to you and to fix the page you wrote about. We do not add you to a mailing list or pass your message on. If you include account details or screenshots from a casino, remove anything you do not want us to see, such as card numbers or passwords. We never need those. Our privacy policy explains how we handle personal data.

FAQ