How do I complain about an online casino? Put it in writing to the casino's support first, then open a formal dispute within its deadline, then take it to an independent mediator or the body that licensed the casino. At a state-licensed site, your state's gaming regulator handles complaints. Offshore, no US regulator takes up your case, so the order you escalate in matters.
Complain in writing, keep every reply and quote the exact clause and amount.
Deadlines are short: 14 days at SlotoCash and 3 days from the wager at Silver Oak.
Independent mediators can press an offshore casino but can't force it to pay.
State regulators take reports about offshore sites, but Michigan's says it can't recover deposits from them.
First step
Written complaint to casino support
SlotoCash dispute deadline
14 days (casino's terms)
Silver Oak dispute deadline
3 days from the wager; reply within 28 days
Michigan illegal-gambling tip line
1-888-314-2682
US regulator for offshore complaints
None
How do I complain about an online casino? The short answer
Work up a ladder, one rung at a time, and keep a written record at each step. Skipping straight to a review site or a regulator rarely helps if the casino never received a clear, formal complaint from you.
Where you end up depends on who licensed the casino. In the seven states that license online casinos, a state regulator takes player complaints about its licensees. Our partners and other offshore sites are licensed (if at all) outside the US and not regulated by any US state, so your strongest tools are the casino's own process, independent mediators and, sometimes, the offshore licensing body. More answers like this live in our online casino questions hub.
The online casino complaint ladder
Where to complain about an online casino, in order
Step
Who you contact
What it can do
Works for offshore casinos?
1
Casino live chat or email
Fix errors, explain a decision, release a payment
Yes
2
Casino's formal dispute process
Review the decision under its own terms
Yes, within its deadline
3
Independent complaint sites and forums
Mediate and publish the outcome
Sometimes; no power to force payment
4
Licensing body named by the casino
Apply its own complaints or ADR rules
Only if a license is shown and checkable
5
Your state's gaming regulator or attorney general
Take reports, send cease-and-desist letters
Reports yes; recovering money rarely
6
Card issuer or the FTC
Card disputes for unauthorized charges; fraud reports
Before you complain: read the terms and gather evidence
Most casino disputes turn on a single clause, so find it before you write. Typical ones cover maximum bets with a bonus, excluded games, verification documents, withdrawal caps and dormancy. Our guide on how to read casino terms shows where each usually sits.
Screenshots of your balance, bet history and the cashier, with dates visible.
A copy of the terms as they stood when you played (casinos update them).
Every chat transcript and email, including ticket numbers.
Proof of verification documents you sent and when.
The exact amount in dispute and the outcome you want.
How to contact each partner casino's support
Use a channel that leaves a record. Live chat is quick, but ask for the transcript to be emailed, or copy it before you close the window.
Published or reported support channels at our partner casinos
Casino
Live chat
Email or phone
Source type
SlotoCash
24/7, 365 days
Email link (address hidden); no phone, but a "Schedule Call" callback
Primary
Miami Club
24/7, 365 days
Email link (address hidden); LCB lists support@miamiclubcasino.im
Primary, with third-party email
Silver Oak
Yes; 24/7 per its FAQ
help@silveroakmail.com, reply within 48 hours; LCB lists a different domain, help@silveroakcasino.com
Primary, with a third-party conflict
Decode
24/7 (members report gaps)
support@decode.casino; scheduled calls
Third-party
Planet 7
24/7
help@planet7casino.com; +1-866-725-1109 and +1-888-402-2065
Third-party
Royal Ace
24/7, after registration
help@royalacecasino.com; 1-866-354-9315
Third-party
Slot Madness
24/7, after registration
help@slotmadness.com; no phone found
Third-party
Only use contact details shown on the casino's own site once you're logged in. Lookalike sites and unofficial mirror sites sometimes list other numbers, and those aren't confirmed. Per-casino detail is on pages such as SlotoCash customer support and Silver Oak customer support.
How to write a formal complaint to an online casino
A chat question isn't a complaint. Send a message that says it's a formal dispute, so the casino's own deadlines and procedures apply.
Open with "Formal complaint" plus your username and the date.
State the facts in order: what you deposited, played and requested, with amounts and timestamps.
Quote the clause the casino relied on, and explain why you think it was misapplied.
Say what you want: payment of a stated amount, reinstatement of a balance, or a written explanation.
Ask for a reply by a specific date and for the name of the department reviewing it.
Send it inside the deadline. SlotoCash's terms (opens in a new tab) require disputes within 14 days; Silver Oak's require them within 3 days of the wager, promise a reply within 28 days and refer cases to a Central Dispute System run by its software provider.
Keep your tone factual. A calm, dated complaint is easier for a mediator to take up later.
Don't open a second account, use another person's details or a VPN to get around a dispute or a restriction. Those steps break casino terms and can cost you the balance you're trying to recover.
Complaining through independent casino review and complaint sites
Review and complaint sites such as AskGamblers, casino.guru and LCB's forum publish player complaints and sometimes contact the casino for a response. They hold no legal power, but public pressure resolves some cases. Our guide to casino ADR and complaints explains how mediation differs from formal ADR.
Third-party complaint records for partner casinos (checked October 28, 2026)
Casino
What the record shows
Source
SlotoCash
Replies to 100% of negative reviews; complaints about verification and withdrawal delays
Trustpilot
Decode
Replies to 90% of negative reviews; complaints about slow or canceled withdrawals and repeated document rejection
Trustpilot
Planet 7
64 direct and 239 related complaints; four clauses flagged as unfair
casino.guru
Royal Ace
16 direct and 291 related complaints, including delayed withdrawals of $1,250 and $1,200
casino.guru
Slot Madness
17 direct and 290 related complaints, including delayed withdrawals of $2,500 and $2,300
casino.guru
These are reviewer records, not findings by any regulator. A casino replying to every review shows engagement, not that it pays every claim.
Complaining to the casino's licensing authority
An offshore license is only useful for complaints if the casino names it and you can check it. Among our partners, only Silver Oak publishes a license: its terms name Primrose Media Limited and a license in the State of Anjouan under the Computer Gaming Licensing Act 007 of 2005, with no number shown. LCB's listing says "no license" and mentions Costa Rica, so the sources conflict. Our page on the Anjouan license explains what that regime covers.
Curaçao has the clearest public process. Its new gaming law took effect on December 24, 2024, and the Curaçao Gaming Authority (opens in a new tab) has published a complaints policy (June 18, 2025) and ADR guidelines (September 8, 2025). The authority's site (opens in a new tab) links a license register and a public warnings page. Third parties report Curaçao licenses for SlotoCash, Miami Club and Decode, but none shows one on its own site, so check the register before you rely on that route. See our Curaçao license explainer.
Planet 7, Royal Ace and Slot Madness are reported by some reviewers as Costa Rica licensed and by others as unlicensed. Our Costa Rica casino license page explains why that claim offers little to a complaining player.
Reporting an offshore casino to your state
You can report an offshore casino to the state where you live. That helps regulators build cases and send cease-and-desist letters, but it rarely gets money back. Michigan's regulator says it cannot help players recover deposits from offshore sites.
State reporting lines for illegal online gambling
State
Who
How to report
Note
Michigan
Michigan Gaming Control Board
Tip line 1-888-314-2682 or MIGamblingTip@michigan.gov
Named five of our partners between April 2025 and October 2026
If you play at a casino licensed in New Jersey, Pennsylvania, Michigan, West Virginia, Delaware, Connecticut or Rhode Island, the state gaming regulator is the escalation point after the operator. That's the main practical difference between the two worlds, set out on our page about player protections offshore vs licensed.
Check that the site is on the regulator's authorized list before you deposit. Michigan, for example, publishes its authorized online casino platform providers, 15 of them in 2026.
When the complaint belongs with your bank or the FTC
Two problems sit outside the casino ladder. A card charge you didn't authorize is a matter for your card issuer, explained on our chargeback page. Payment to a fake casino is fraud: report it at ReportFraud.ftc.gov. If your issue is a site that has shut down entirely, read what happens if a casino closes, and for refund questions see can I get my money back from a casino.
Partner casinos with published support and dispute details
We've matched this page to partners whose support or dispute details are on record: Silver Oak publishes a dispute process and a named license, SlotoCash publishes a dispute deadline and 24/7 chat, and Decode lists 24/7 chat and a support email (third-party). These casinos pay us commission and our order is commercial. They're offshore and not licensed by any US state, so check your state's law first.
Silver Oak Casino: $2,500 Welcome Bonus + 50 Free Spins, via our link (new players, 21+ or 18+ where allowed, terms apply). Its own site advertises 100% on each of the first ten deposits up to $10,000, with no max withdrawal stated and deposits from $30; the offer page says 30x playthrough while its terms say 40x on slots and 60x on table games and video poker.
SlotoCash Casino: $6,000 Welcome Bonus + 60 Free Spins, via our link (new players, 21+ or 18+ where allowed, terms apply). The casino's terms list $7,777 plus 300 spins over five deposits, a $20 minimum per bonus, 25x deposit plus bonus and no max cashout.
Decode Casino: $5,000 Welcome Bonus + 50 Free Spins, via our link (new players, 21+ or 18+ where allowed, terms apply). Decode's own site shows a $111 free chip and crypto bonuses without visible terms; a third-party listing reports a 111% match up to $1,111 at 25x deposit plus bonus with a $25 minimum. Codes change, so check the cashier. Third-party reviews report Decode doesn't accept players from Maryland, New Jersey, New York or Washington.
Bonuses are slot-focused and table games are often excluded or weighted lower. The terms shown at sign-up apply, and losses are the likely result over time because of the house edge.
Ad21+ (18+ where allowed). Ranked by us in a commercial order; we earn commission from these links. Advertiser disclosure
Before joining, note how each casino handles complaints. These partners are offshore and not licensed by any US state; check your state's law.
Silver Oak Casino#4 on our listBonus on 10 deposits
Published terms (casino terms): Silver Oak advertises a 100% match on each of its first ten deposits (up to $10,000 in total) with codes SILVEROAK1–10. Eligible games: Slots, keno, scratch cards (table games at 60x; many games excluded).
Who runs it: Primrose Media Limited, licensed in Anjouan (its terms). Regulator notes: Named in a Michigan Gaming Control Board cease-and-desist release, April 9, 2025.
21+ (18+ where allowed). New players. Min deposit $30. Wagering 30x on the offer page; 40x in the terms. Max cashout: None stated. Withdrawal cap From $2,500 / week. Terms source: casino terms. Terms apply. Offer checked October 28, 2026.
SlotoCash Casino#1 on our listBiggest bonus on our list
Published terms (casino terms): SlotoCash advertises up to $7,777 + 300 spins over five deposits on its own site. Eligible games: Slots, keno and scratch cards (progressive jackpots excluded).
Who runs it: License not shown on its site; reported as a Deckmedia N.V. brand (Curaçao). Regulator notes: Named in a Michigan Gaming Control Board cease-and-desist release, October 8, 2026.
21+ (18+ where allowed). New players. Min deposit $20 per bonus. Wagering 25x deposit + bonus. Max cashout: None stated. Withdrawal cap $5,000 / week. Terms source: casino terms. Terms apply. Offer checked October 28, 2026.
Published terms (reported): Decode advertises a $111 free chip and crypto bonuses on its own site; deposit-bonus codes and terms vary. Eligible games: Mainly slots; check each code.
Who runs it: License not shown on its site; third parties report Curaçao. Regulator notes: Third parties report it refuses players in MD, NJ, NY and WA.
21+ (18+ where allowed). New players. Min deposit $25 (reported). Wagering Varies by code (25x–35x reported). Max cashout: Varies by code. Withdrawal cap $2,500 / week (reported). Terms source: reported. Terms apply. Offer checked October 28, 2026.
These casinos are offshore operators. They are not licensed or regulated by any US state, and state consumer protections do not apply. Check the law in your state before you play. Terms marked “reported” come from third-party reviews; the terms shown at sign-up apply.
21+ (18+ where allowed). Every casino game has a built-in house edge, so over time you should expect to lose what you stake. Set a budget before you play and stop when it’s gone: responsible gambling tools and free help. Gambling problem? Call or text 1-800-MY-RESET (1-800-697-3738).
Frequently asked questions
Who regulates offshore online casinos for US players?
No US state does. Offshore casinos are licensed, if at all, by bodies outside the US, such as Curaçao or Anjouan, and many partners don't show a license on their own site. State regulators can take reports and send cease-and-desist letters, but they don't handle individual complaints about offshore balances. Our offshore casinos legality page explains the wider legal picture.
How long do I have to file a casino complaint?
As little as three days. Silver Oak's terms require disputes within 3 days of the wager, and SlotoCash's allow 14 days. The other partners don't publish a deadline on their own sites, so assume it's short and complain in writing straight away. Our casino complaint guide has a checklist of what to include.
Can AskGamblers or casino.guru make a casino pay?
No. Independent complaint sites have no legal power over offshore casinos. They can contact the casino, publish the case and record whether it was resolved, and that public pressure settles some disputes. Their records also show patterns worth checking before you deposit. Read our guide to casino ADR and complaints for how mediation works.
Should I report an offshore casino to my state?
You can, and it helps regulators act, but don't expect it to recover money. Michigan's board takes tips at 1-888-314-2682 and says it can't help players recover offshore deposits; Arizona's regulator takes reports at (602) 255-3886. Reports feed enforcement such as cease-and-desist letters, not refunds.
What should a casino complaint include?
The facts, the clause and the outcome you want. Give your username, amounts, dates and times, quote the term the casino relied on and explain why it doesn't apply, then ask for payment or a written explanation by a set date. Attach screenshots and transcripts. Our guide on how to read casino terms helps you find the right clause.
How do I complain about a state-licensed online casino?
Complain to the operator first, then to the state gaming regulator that licensed it. That route exists only in the seven licensing states: New Jersey, Pennsylvania, Michigan, West Virginia, Delaware, Connecticut and Rhode Island. Check that the site appears on the regulator's authorized list. See states with legal online casinos for the full list.
Can I complain to Curaçao about an offshore casino?
Only if the casino actually holds a Curaçao license you can verify. The Curaçao Gaming Authority published a complaints policy in June 2025 and ADR guidelines in September 2025, and its site links a license register. None of our partners shows a Curaçao license on its own site, though third parties report one for some. Our Curaçao license page explains how to check.
What if the casino stops answering my complaint?
Escalate and document the silence. Send one more dated message noting the unanswered complaint, then post it with an independent complaint site and report the casino to your state. If a card was charged without permission, contact your issuer. If the site has disappeared, follow what happens if a casino closes.
How do I complain to Miami Club Casino?
Start with Miami Club's 24/7 live chat, then email a dated written complaint; LCB lists support@miamiclubcasino.im. No dispute deadline is published, so act at once. Check eligibility too: section 1.6 of its Terms of Use (v2.1, September 28, 2026) lists the United States as prohibited, while its affiliate program confirms US players are accepted, so confirm at sign-up. See Miami Club customer support.
How do I complain about Planet 7 Casino?
Write to Planet 7's support first; third-party reviews list help@planet7casino.com, 24/7 chat and the numbers +1-866-725-1109 and +1-888-402-2065, so confirm them once logged in. Next, independent sites: AskGamblers lists 1,598 complaints against Planet 7, 1,468 marked resolved. Michigan's regulator named it on April 9, 2025, but takes tips, not refund claims. See Planet 7 customer support.
What is Silver Oak's Central Dispute System?
It's the dispute route in Silver Oak's terms: a Central Dispute System (CDS) run by its software provider. You must raise a dispute within 3 days of the wager, and the terms promise a reply within 28 days. How the CDS decides cases, and whether its rulings bind the casino, isn't published, so send a dated formal complaint the same day. Read is Silver Oak legit.
Can I report an offshore casino in Indiana?
Yes, the Indiana Gaming Commission takes illegal gambling tips on 1-866-610-8477, and its FAQ says internet gambling is illegal in Indiana. A report helps it act against unlicensed operators but won't recover a balance. Indiana also banned dual-currency sweepstakes casinos under HEA 1052 from July 1, 2026. For payout disputes, use the casino's process first. See Indiana gambling laws and the Indiana online casino guide.
How do I complain about Decode Casino rejecting my documents?
Ask Decode's support in writing which document failed and why, then resend it as requested. Third-party reviews list documents@decode.casino, checks of 0 to 2 days, and a list of ID, proof of address, payment ownership and a selfie with ID. Repeated rejection is a common theme in its Trustpilot reviews, so keep dated copies of every upload. See Decode verification.
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