Casino Complaint Guide

Step 1: Contact the Casino

Start by contacting the casino's customer support via live chat or email. Clearly describe your issue, reference any terms or conditions, and request a resolution. Keep records of all communication.

Step 2: Escalate to Management

If frontline support doesn't resolve your issue within 5 business days, request escalation to a manager or the casino's complaints department. Reference your original complaint number.

Step 3: Document Everything

Take screenshots of relevant game history, bonus terms, chat transcripts, deposit records, and any evidence supporting your claim. Save emails and note dates and times.

Step 4: File with Gambling Board

If the casino fails to resolve your complaint within 14 days, file a formal complaint with the relevant provincial gambling board (see contacts below). Include all documentation.

Step 5: Alternative Dispute Resolution

Some casinos use independent ADR services like eCOGRA or IBAS. Check the casino's terms for their designated dispute resolution provider and file a case.

National Gambling Board (NGB)

National oversight

📧 complaints@ngb.org.za • 📞 086 722 7713

Gauteng Gambling Board

Gauteng Province

📧 complaints@ggb.org.za • 📞 011 581 4800

Western Cape Gambling Board

Western Cape

📧 info@wcgrb.co.za • 📞 021 480 7400

KwaZulu-Natal Gaming Board

KZN Province

📧 info@kzngbb.org.za • 📞 031 335 4500

Eastern Cape Gambling Board

Eastern Cape

📧 info@ecgb.co.za • 📞 043 726 6150

Mpumalanga Economic Regulator

Mpumalanga

📧 info@mpu.gov.za • 📞 013 766 2603