White Hat Gaming Ltd Disputes & Complaints
If you play at a casino regulated by the MGA or the UKGC (or both) and you come across any issues with the payout speed, or anything else, you can file a complaint report. This report can be sent directly to MGA or UKGC.
However, MGA and UKGC themselves suggest reaching out to the operator first. That’s because the operator will have a faster response time than MGA and UKGC. However, let’s start from the beginning of things and explain the whole process.
We must take a particular scenario as an example. Let’s say the casino is delaying your payment, or it does not pay out at all. First, you must contact the dedicated customer support team of the casino. Most casinos nowadays accept chat messages and emails.
Usually, using the chat option will be the fastest way to do things at any casino. Following that, communicate the issue with the customer support agent assigned to you. If they manage to resolve the issue, then everything is good.
However, if you do not see the necessary resolution come into play, you can also reach out to the regulator – MGA and UKGC. This can happen only through their official websites. On the official websites, you will find a shortcut button allowing you to file a complaint.
If you are having trouble locating the button, you can just google “MGA/UKGC complaint form”. The first result will be the one you are looking for.
There’s some basic information you will need to fill in. You will also need to explain briefly what happened and what the issue is. This includes the casino the issue happened at.
Most importantly, make sure the casino you played at is truly regulated by MGA and UKGC and is not a scam. For example, you can take the license number in the description and check it on the official MGA and UKGC websites.
Of course, if you plan on playing in a White Hat Gaming Ltd casino, then you can disregard this, as all of their casinos are regulated by MGA and UKGC.
Second, you need to make sure to contact the MGA and UKGC team within an appropriate timeframe. It is nowhere mentioned how long you should wait before contacting MGA and UKGC. However, we suggest doing so immediately after contacting the operator (in case the issue is not resolved).
This will allow the MGA and UKGC teams to respond faster. This way you will also be getting your payout on time and you will see the proper resolution of the issue.
As we already mentioned, MGA and UKGC will require you to provide some basic information about yourself. However, once the process begins, MGA and UKGC reserve the right to ask for further personal details.
This includes photos of your passport to prove your identity, the email you use at the casino, etc.
If you wish to file a report on behalf of somebody, you must make sure to have the proper documentation beforehand. This can include a legal document with the signature of the person you will be filing a report for.
The same thing goes if you want someone else to file a report in your stead.
If you or the person you will be filing a report for is not too fluent in English, do not worry. MGA and UKGC support tens of languages. You will just need to contact them and request a translator for the process.
Keep in mind that this could mean that you’ll be waiting longer periods of time for a reply.
For the sake of keeping this article the appropriate length, we’ve only included the most important point about submitting a report. If you want, you can check further details on the MGA and UKGC official websites.