Complaints and disputes: a step-by-step route

A withheld withdrawal, a closed account, a disputed bonus, a game round you believe ended wrongly — these are the most common complaints against online casinos. We are an independent information site: we cannot act on your case and we are not a dispute-resolution body. What we can do is set out the order that makes a complaint credible and keeps your evidence intact.

Step 1: save everything, now

Screenshots of your balance, transaction history and the withdrawal request in question.
The bonus terms as they were when you activated the offer — terms can change later.
Chat transcripts and emails, with times.
For a game fault: the game name, round ID if shown, and a screen recording if possible.
Bank or wallet confirmations of your deposits.

Step 2: a written complaint to the operator

Always give the operator the first chance to fix it. Send an email (or use a complaint form if one exists) and ask for the complaint to be formally logged. Keep one issue per message, say what you want in the first sentence, attach the evidence and ask for a written answer with a deadline. Our support guide covers the details. Meanwhile, do not make new deposits and do not play through a disputed balance — it complicates the case.

Step 3: who regulates the operator?

If the operator gives no meaningful answer, the next level is the regulator that issued its licence. The footer and terms of the casino site should name the operating company, the licence number and the issuing authority. Check that information in the regulator's own public register and look for its complaints route there. If the footer contains no meaningful licence data, that in itself tells you something important.

Step 4: for players in Hungary — the SZTFH

In Hungary, licensing and supervising gambling is the task of the Supervisory Authority for Regulated Activities (SZTFH). Online casino games may only be organised by concession holders with an SZTFH permit. We did not find Slotoro among them. That may mean the authority's tools against such an operator are limited — but that is not ours to decide. Ask the SZTFH whether it can act on your case, and in what form. Contact details are on sztfh.hu; its player protection line, +36 80 205 352, is free, open day and night, and accepts anonymous reports.

Step 5: your bank or payment provider

If a payment was unauthorised — you did not make it — contact your bank or payment provider immediately. That is a different case from a payout dispute: money you deposited and played through of your own accord is generally not recoverable through a bank chargeback.

What we do not recommend

Paid "complaint recovery" services that charge upfront to get your money back.
Public threats or opening extra accounts — these usually make things worse.

The best complaint is the one you never need: check the operator's licence before registering (steps on our about page) and read the bonus terms.

FAQ

Can you help with my withdrawal?

No. We cannot see accounts and are not a dispute body. The operator, its licensing regulator or, in Hungary, the SZTFH are the right addressees.

How long should I wait for the operator?

Ask for a deadline in writing. If it passes without a meaningful answer, move to the next step.

Will the SZTFH definitely handle my complaint?

We cannot promise that, because we did not find Slotoro among its licence holders. Ask the authority directly.

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