Complaints and disputes with Allright

When a problem is not solved by a chat with support, it is time to complain formally. The route depends a lot on where you live and which licence the operator holds: some countries have a local gambling regulator that handles player cases, many do not. This page sets out the steps in order, how to document your case and what to expect at each stage. We are not the operator and cannot intervene in your account.

Step 1: the operator's support

Start with live chat or email. Describe the problem with concrete details — bet reference, table name and round time, payment reference — and ask for a written answer. Many disputes are resolved here when the case is well documented. Our support page lists what to prepare.

Step 2: the formal complaint

If support does not fix it, look in the operator's terms for the complaints procedure. It usually means emailing a specific address with a set subject line and waiting a stated response time. Write calmly: facts, dates, what you are asking for and the documents you attach. Keep copies of everything.

Step 3: the dispute-resolution body (ADR)

Many operators with a foreign licence commit in their terms to an independent dispute-resolution body. If the formal complaint fails or the deadline passes, you can take the case there by following its procedure. Which body applies is stated in the operator's terms.

Step 4: the licensing regulator

Check in the operator's footer which licence it declares and look on that regulator's website for whether and how it accepts player complaints. Not every regulator handles individual cases, and those that do usually require you to have exhausted the operator's procedure first. If your own country has a gambling regulator, check its rules too.

Documenting a dispute

Live tables: table name, date and time of the round, screenshots of the table history and your balance.
Sports bets: bet reference, event, market, odds and official result, plus the market rule you think applies.
Payments and withdrawals: method, amount, date, transaction reference and status in the cashier.
Bonuses: a screenshot of the offer's terms on the day you accepted it.

Realistic expectations

A well-documented complaint stands a better chance, but nothing is guaranteed. If the problem comes from a written rule you did not read — a bonus contribution, a tennis retirement rule — the rule will most likely be applied. That is why we keep saying: read the conditions before playing. And if the dispute is causing distress or pushing you to keep playing to recover money, look at responsible gambling.

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Frequently asked questions

Who can I complain to about an online casino?

First the operator, through its support and formal complaints procedure. After that, the dispute-resolution body named in its terms and, if it accepts player cases, the regulator of the licence the operator declares.

What is an ADR?

An alternative dispute resolution body: an independent third party that reviews a dispute between a player and an operator. The operator's terms should say which one applies.

How long should I wait before escalating?

That depends on the operator's complaints procedure, which usually sets a response time. Check its terms; if the deadline passes without an answer, you can move to the next step.