If something we have published is wrong, unclear or unfair, we want to hear about it and put it right. This page explains how to raise a complaint about our content, what to do if you are not satisfied with our response, and which independent bodies can help. It deals with complaints about this site, and it also points you in the right direction if your dispute is with a casino rather than with us.
How to raise a complaint
The first step is to write to us directly. Most issues are quickest to resolve when they come to us before anywhere else, because we can often correct a factual error or clarify a confusing passage the same week. Email [email protected] and describe your complaint as clearly as you can.
We would always rather hear a concern early than have it fester. A complaint is not a nuisance to us; it is a signal that something on the site may need fixing, and that is genuinely useful. Even when a complaint turns out to rest on a misunderstanding, it often shows us that a passage was unclear and could be written better.
To help us deal with it efficiently, please include:
- The page or section your complaint relates to.
- What specifically you believe is wrong or unfair.
- Any evidence, such as a link or a screenshot.
- The outcome you are hoping for.
We treat every complaint seriously and without regard to commercial relationships. A well-founded objection carries the same weight whether or not it concerns an operator we work with. If you are right, we correct the content openly; if we disagree, we explain our reasoning rather than simply dismissing the point.
It is worth being clear about the limits of what we can do. We are an independent information site, not a casino. If your complaint is about a deposit, a withdrawal, a bonus or an account at a particular operator, you will need to raise it with that operator first, because only they can act on your account. The routes below still apply if the operator does not resolve it.
When you take a complaint to a casino, keep a record of everything. Note the dates, save the emails and chat transcripts, and take screenshots of the relevant terms and of your account. A clear paper trail makes it far easier for the operator, and for any independent body you may later involve, to understand what happened and to put it right. Most reputable operators licensed by the MGA or another EU regulator are required to have a formal complaints procedure, so ask them to point you to it if it is not obvious.
If you’re not satisfied
If we cannot resolve your complaint between us, or if your dispute is with a casino that has not put things right, independent bodies can help. Which one is appropriate depends on the nature of the dispute and where the operator is based.
Independent dispute resolution exists precisely because a consumer and a business will not always agree. These bodies look at the facts impartially, without taking either side, and they can carry real weight even when their decisions are advisory. Approaching one costs you nothing but a little time, and it signals that you are serious about a fair outcome.
Sweden’s ARN
The National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) is Sweden’s public body for resolving disputes between consumers and businesses. It reviews cases impartially and issues recommendations on how they should be settled. ARN is free to use, and its guidance is a good starting point for Swedish consumers who feel a matter has not been handled fairly. Note that ARN’s remit has limits, and cross-border gambling disputes can fall outside what it is able to assess.
Before you file with ARN, check that your case meets its requirements, such as having first complained to the business and being within its time limits and value thresholds. Its website sets out what it can and cannot handle. Even where a gambling matter falls outside its scope, the guidance there can help you understand your rights as a consumer.
EU ODR platform
For disputes with a business based elsewhere in the EU, the European Commission’s Online Dispute Resolution (ODR) platform offers an official channel. It connects consumers and traders with approved dispute-resolution bodies across the union and is designed for cross-border cases. Because many of the operators we cover are licensed within the EU or by the Malta Gaming Authority, the ODR platform can be a useful route where a Swedish body cannot act.
You may also be able to escalate a gambling dispute to the operator’s own licensing authority, such as the MGA, which requires its licensees to offer complaint procedures. Many licensed operators also work with an approved alternative dispute resolution (ADR) provider, and the casino’s terms usually name it. Escalating to that provider or to the regulator is often the most effective route for a dispute about a bonus or a withdrawal at an EU-licensed site. We explain how we verify these licences on our how we review page.
When you’ll hear back
We aim to acknowledge your complaint within a few business days and to give a substantive reply within two to three weeks, depending on how much we need to investigate. Simple corrections are usually handled far more quickly, while complaints that require us to re-check sources or reconsider a judgement can take a little longer.
If a complaint raises a wider issue — for example, a pattern several readers have flagged — we may take a little more time to look at it properly, because a considered response is worth more than a fast one. Whatever the outcome, we will explain our reasoning rather than simply closing the matter, so that you understand how we reached our conclusion.
We will keep you informed if a case is taking time, and we will always tell you the outcome, whether that is a correction, a clarification or an explanation of why we stand by what we published. Independent bodies such as ARN and the ODR platform set their own timelines, which are outside our control.
We handle every complaint the same way, without regard to whether it touches an operator we have a commercial relationship with. A justified objection leads to a change regardless of any partnership, and no advertiser can persuade us to leave an error in place. That consistency is what makes the process worth using, and it is central to the trust we ask you to place in the site.
Contact
Complaints are not something we dread; they are one of the main ways the site gets better over time. Each one tells us where a page could be clearer or where a fact needs checking, and acting on that feedback is part of keeping the guide trustworthy.
To raise a complaint or ask a question about this process, email us at [email protected]. We would always rather hear your concern than have you leave unhappy, and your feedback genuinely helps keep our guide to a casino without swedish license accurate and fair. If your complaint touches on gambling that has stopped being fun, remember that free, confidential help is available from Stödlinjen on 020-819 100 and from Spelpaus.se.