SiGMA Online Casino Complaints

Our ADR specialists strive to resolve and mediate disputes between players and online casinos efficiently. Players can rely on our Alternative Dispute Resolution services for professional assistance with any issue they may experience while gambling online—our official holds associate-level membership with the Chartered Institute of Arbitrator

Understanding the complaint process

When NOT submitting a complaint

How to Submit a Complaint to SiGMA ADR

Why Trust SiGMA ADR With Your Complaint?

Our ADR team has resolved numerous gambling complaints from players worldwide, holds qualifications with the Chartered Institute of Arbitrators (CIArb) and has great experience in dispute resolution for the online gambling industry. SiGMA ADR is authorised by the Malta Consumer Affairs Council (CAC) to act as an ADR service for Malta Gaming Authority (MGA) licensees. This means that we can offer binding rulings on player complaints against MGA licensed gambling operators.

To maintain transparency, we will be publishing annual reports on the complaints that we have managed over the previous year.

Discover How SiGMA ADR Works

Hitting a snag while gambling online can be both frustrating and stressful. Allow us to take the stress and anxiety out of the equation by mediating and resolving the issue. Here’s how you can take full advantage of SiGMA Online Casino Complaints Service (SOCCS).

01.

Submit Your Complaint

To get started taking back the reigns, you first need to submit your complaint. Make sure to follow all the prompts when you complete our complaint form and that you provide detailed and accurate information as this will ensure we are equipped with the necessary detailis to resolve your complaint. Once you have detailed your issue, hit the submit button.

02.

The Complaint is Reviewed

Once our team receives the complaint, we go ahead and review it. During this step, we consider where the fault could be, whether we can solve the issue without the involvement of the casino or third parties, as well as the validity of the complaint.

03.

Complaint Verdict

As soon as our team has verified and reviewed the complaint, it will be added to our system with all the information provided. Based on our findings during the review step, the complaint verdict will be added to the case. The verdict will then be sent to you directly via email.

Latest Complaints

FAQ's

In online gambling, ADR, or Alternative Dispute Resolution, is a service provided by an unbiased third party where the goal is to solve a dispute between a player and an operator. ADR acts as a mediator between the parties, aiming to resolve issues without legal action.

If you have experienced an issue while gambling online, whether it is related to account creation, making a deposit or requesting a withdrawal, you should first reach out to the casino’s dedicated support team. If you do not receive any response within a reasonable timeframe, you are encouraged to make use of our ADR services.

Our processes are streamlined for your convenience. Firstly, create an account on our platform, then proceed to complete the complaint form. Simply follow the prompts and provide as much information as possible. Once done, hit the submit button and one of our ADR agents will be in touch as soon as the complaint is processed.

Unfortunately, no. The correct and most efficient way to ensure your complaint is picked up and advocated is by submitting it via our dedicated ADR platform. Our platform is built to streamline and track the entire mediation process while keeping track of the progress and status of your complaint.

Once you have submitted your complaint, one of our team members will review the details provided. During this process, we assess several aspects including validity, nature, and whether or not the dispute can be resolved without involving the casino. After we know the exact nature and best course of action, you will receive a notification via email on our findings and the next steps needed to resolve the issue.

We strive to keep the entire ADR process as streamlined as possible, keeping you in the know and updated every step of the way. Once a complaint is resolved, one of our agents will reach out to you via email with details on your case.

There is no definite answer to how long the process will take as each complaint is unique and handled as such. Several factors will also play a role in how much time it could take to solve your issue, which includes the nature of your complaint and whether or not it can be solved without getting additional third parties involved.