Need a hand with a casino?

LCB's complaints team is here to help.

Here's what you can count on when using our service:

  • Our team will objectively assess the situation
  • A dedicated complaints moderator will be assigned to your case
  • Our direct contacts with casinos and their representatives can aid in achieving a successful resolution

Tell us more about your complaint

Select one of the following:

Deposit Issue

Choose this option if you encounter difficulties making a deposit, experience a failed deposit, or encounter any other issues related to deposits.

Withdrawal Issue

Go ahead and choose this option if you're having trouble with withdrawals, whether it's a failed request, the casino dragging its feet on paying out your winnings, or experiencing unusually long delays.

Account Issue

Go ahead and pick this option if you are struggling to log into your account, find it locked, or run into any other account-related hiccups.

Software Issue

Select this option if you are sceptical about the software, noticing glitches or odd behaviour in games, feeling unsure about their legitimacy, or have doubts about the casino's licence.

Have a more unique issue/complaint?

If your issue doesn't fit any of the listed categories above, please proceed directly to our complaint submission form

LCB Complaint Service

What to expect

  1. Tell us everything

    When filling in the complaints form provide us with all the details you have. The more you tell us upfront, the smoother the process will be. Answer truthfully and use our tips to guide you through the submission form. Attach any evidence that backs up your story, but keep it relevant and concise. Please note that by submitting the complaint form, your post will be visible in the direct casino support thread or the player complaints section of the forum. If you'd prefer to discuss this privately with our team, you can visit the casino's review page or use this LCB complaint form.

  2. Our complaint detectives dive in

    We'll review the information you've given us and determine the next steps to assist you promptly

  3. More details, please

    Depending on the complexity, we might need additional details about your case. We'll reach out with specific questions and await your responses. Please check the forum thread, your LCB private message inbox and email regularly for updates and follow-ups.

  4. Ninja-level problem-solving

    If possible, we'll try to resolve your issue without contacting the casino. This could involve fixing the problem directly or determining that no further action is necessary.

  5. Casino call-up, if we must

    If we need to involve the casino, we'll reach out to them to understand their perspective and facilitate direct communication between you and them to address your complaint. Our team and LCB members have direct access to casino representatives, allowing us to investigate and work towards resolving your issue effectively.

  6. We've got your back

    We'll maintain communication with both parties, diligently investigating and resolving the matter. Please understand that this process may take time, and we appreciate your patience.

  7. Case closed (or not!)

    The case will be closed if there are no further responses from either party, or once all options have been explored and the case is either resolved or rejected. If new relevant information emerges, either party can ask to reopen the complaint.

How long will the complaint process take?

Here’s what you need to know:

  • Response time: You’ll hear from us within 48 hours (typically within 24 hours).
  • Response deadlines: Each party (you, the casino, or us) has 7 days to respond when necessary. We may extend this by another 7 days if there is a lack in response from either party.
  • Average resolution time: On average, complaints are resolved in about 21 days, but this can vary.

Complaints are not always a simple process. Some are quick but some cases may take longer. We appreciate your patience and we ask that you provide all the necessary info to help us speed things along!

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