Complaints and disputed situations
Most disputes are not lost on the merits. They are lost because nobody kept the numbers. This page sets out what to collect before writing anything, with particular attention to bonus disputes, where the argument is almost always about a calculation.
Three common disputes and their evidence
| Dispute | What to save | What settles it |
|---|---|---|
| Voided bonus | Betting history for the bonus period, stake by stake | Whether any stake exceeded 2,000 Ft, and when |
| Wagering not progressing | Dated screenshot of the promotions tab plus the stakes concerned | The contribution weight of that category |
| Withdrawal on hold | Transaction history, request timestamp, verification status | Whether verification closed and whether a bonus is still running |
The order that works
- Collect first. Screenshots of the promotions tab and transaction history with exact times; these get harder to retrieve later.
- Re-run the maths. Using the formula on the wagering page, check whether your own figure matches theirs. If it does not, the complaint has substance.
- Live chat. The first round always happens here. The support page covers what belongs in the opening message.
- Written complaint. If chat fails, email with numbered attachments, narrowed to a single question.
- External forum. The supervisory or dispute body named in the operator's terms, once no substantive answer has been given.
What makes a complaint strong
- One precisely worded question rather than a list of grievances.
- Exact timestamps and amounts.
- A quoted reference to the specific clause in the terms.
- Your own calculation shown, so the point of divergence is visible.
- A neutral tone — the agent is the route, not the opponent.
Arguments not worth making
A breached stake ceiling cannot be explained away after the fact, because it sits in the betting history. Duplicate accounts, payment instruments in someone else's name and false registration details are equally undeniable. In those cases a complaint only costs time; the useful step is reading the rules in advance on the bonus terms page.
When the problem is not the operator
If the real subject is how much is being played rather than what was paid, the answer is a limit, not a complaint. Deposit limits, cooling-off and exclusion are described under self-exclusion and limits, with the wider picture under responsible gambling.