COMPLAINTS
Turn a long story into a useful complaint record.
Keep the sequence clear, the evidence relevant, and the requested outcome specific.
Describe the issue in one sentence
State the disputed event and the outcome you are seeking. Then explain the relevant facts in date order, distinguishing what you observed from what you were told.
Make an evidence index
List relevant emails, chat transcripts, terms and transaction references. Keep original copies privately. Redact card numbers, passwords, identity documents and unrelated personal information from anything you share.
Choose the correct recipient
The route depends on the legal entity, licence and type of issue. The MGA provides a player-support complaint route for issues concerning its licensees. Read the authority’s current scope and instructions before submitting.
Keep follow-ups with the original record
Add a dated note for every substantive response. Download your record when you need a copy. Creating a notebook here does not transfer the matter to the operator, regulator or a dispute resolution provider.