Online Bingo - How To Complain
Most UK online bingo players are happy with their online site or sites
, however, on occasions players may find themselves with a problem, be it a disallowed withdrawal due to wagering requirements or finding themselves banned from chat. This article seeks to address these problems, and give basic advice on how to proceed should you have a complaint with your online bingo operator.Whilst UK licensed bingo sites should adhere to the standards set out by the Gambling Commission, unfortunately many popular online bingo sites are not licensed in the UK. So, the first thing you will need to do is check where your site is licensed - popular regions for UK bingo sites are Alderney, Gibraltar and Cyprus. If you're not able to complain to the UK's Gambling Commission, then the licensing body of the site is the next best place to go. This however can be a lengthy process, so we do suggest that if you have a valid complaint, that you stick to your guns, and try getting satisfaction initially via the bingo website itself.
The guide below is designed to put you on a good footing with your complaint, the thrust of which is to have evidence to back it up. When contacting the bingo site itself with this evidence already prepared you will be showing them that you mean business, and hopefully the result will be that they will pay attention, take your complaint seriously, and not fob you off. Before you read on below, sit back and tell yourself - "Yes, I have a valid complaint, and I am going to get satisfaction" - that is a bit of the battle over already!
What to do:
a) Firstly, read the site's terms and conditions, go over it with a fine tooth-comb to make sure that there is no get out clause which relates specifically to your problem. Unfortunately you may also find that the problem you're having is covered by the terms and conditions, in which case you may be wasting your time. Unfortunately all terms and conditions are not created equal, and some make understanding what you've fallen foul off difficult to understand. Unfortunately though, you have signed a legally binding contract by ticking the 'agreement box' when signing up. That said, if you think the terms and conditions are unfair and one-sided - letting them and their licensing bodies know may help get the terms changed.
b) If you believe that your complaint is valid and is not going to be scuppered by the Terms and Conditions you should then make sure that you have all relevant data concerning the event. Take screen shots of the event, note all pertinent information, including exact time of the problem. To save any forestalling provide all pertinent details including your player ID, and anything thing else that you may have to hand. Including small details such as the date that you registered may seem unimportant, however, they do show that you have done some work, and are therefore a force to be reckoned with. If your problem is to do with your account, make sure that you have all your account transaction history ready to hand. If your complaint arises from a dispute with a chat moderator, request the chat logs which the company should be able to provide.
c) Once you submit a complaint keep all records of correspondence - if you can get hold of an appropriate email, then this is the best way to do business, as the correspondence is fully recordable and traceable.
d) Be strong and firm in your dealings with the website in question, but, always remain polite and patient, remember, that the person you are dealing with hasn't met you, they do not know until the matter is dealt with fully whether your complaint is genuine or not.
e) While you are preparing and going forward with your complaint discuss the matter with other online players via the forum. The last thing a bingo site wants is a small rebellion on their hands, and if other players agree with you then let the bingo site know - although ask permission from the other forum members before citing their agreement with your case.
If you do find that you are getting no joy via the method above, then you may want to think about going directly to the Gambling Commission or regional licensing body. If your complaint is quite minor then you may want to reconsider going down this route in light of how lengthy this issue may become. However, it may be a matter of principle, and in that case we applaud you for showing the courage of your convictions in going forward and standing up for your rights. If upheld, your complaint may have the effect of improving the experience of many online bingo players, not just your own.
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