Gambling complaint letter: a practical template
A useful complaint explains what happened, what you dispute and what you want the company to do. You can adapt the wording below in your own document; this site does not send it or collect your case details.
Follow the steps below. Keep your records privately; do not send them to this site.
Choose the correct recipient
Use the complaints address or form in the operator’s published procedure. Check the legal company name as well as the trading brand. An ordinary support chat may be useful, but keep evidence that you asked for the matter to be treated as a formal complaint.
The Gambling Commission’s guidance says to give the company the relevant dates, times, amounts and evidence, and retain copies. You do not need impressive legal language to make those facts understandable.
Copy and adapt this outline
Subject: Formal complaint — [account reference] — [short description]
I am making a formal complaint about [the specific decision or event]. My account reference is [reference]. Please confirm receipt and provide the complaint reference.
On [date], [brief factual event]. On [date], I contacted you and was told [response]. I disagree with [specific point] because [reason supported by a record, where available].
The disputed amount is [amount and category, such as a requested withdrawal]. I have attached [a short list of relevant records]. Information I do not yet have is [missing item].
Please investigate [questions] and provide [the outcome or explanation requested]. Please identify the terms and records you rely on in your response. If this is your final position, please confirm that and explain the appropriate independent dispute route.
Replace every bracket before sending. This is an original organisational template, not a legal claim form or a prediction that your request will succeed.
Make the amount easy to check
Separate deposits, withdrawals, bonus credit and the balance shown on a particular date. A balance may already include earlier transactions; adding both can double-count the same money.
As a fictional example, if a screenshot shows a £300 balance and you requested a £300 withdrawal from it, that does not automatically make the complaint £600. Describe the one disputed payment and attach the matching record.
Use a short chronology and a labelled evidence list
Put the most important events in order. Label the documents so a reader can find the message or transaction you mean. Leave out unrelated material and send sensitive records only through a verified, appropriate operator channel.
If a record is missing, state that instead of inventing a date or reconstructing an exact quote from memory. You can ask the company for the information it holds; a records request and the complaint are separate tasks.
After sending
Save the final version, attachments and confirmation of receipt. When a reply arrives, compare it with your numbered questions and identify anything still unanswered. For timing and escalation, use the separate eight-week guide.
- Remove unused placeholders.
- Check the operator, account reference and dates.
- State a specific outcome you want considered.
- Keep the disputed amount separate from estimates or unrelated losses.
- Retain the submitted version and receipt.
Who this guide is for
This article concerns customers dealing with a Gambling Commission-licensed business in Great Britain: England, Scotland and Wales. Check the operator’s legal entity, licence and your location. Do not assume the same procedure applies in Northern Ireland, the Republic of Ireland or to an offshore operator.
Sources checked . General information, not legal advice. The rules that apply depend on where and when this happened.