Complaints Procedure

Two different things get called "a complaint", and they go to different places.

• A problem with a casino — a withheld withdrawal, a voided bonus, a locked account, a disputed bet. That is the operator's, and the three steps below are the route.
• A problem with this site — a wrong figure, an out-of-date bonus term, something misleading. That is ours: email [email protected] and we will correct it.

Sweet Rush Bonanza has no access to your account and no authority over any operator. We cannot release a payment, reverse a decision or lift an exclusion. Writing to us about those will only delay you.

Every UKGC-licensed casino must operate a complaints procedure and must tell you about it. Start there — the later steps will refuse your case if you have not.

What to send

• Your account username or registered email.
• The date and time the problem occurred.
• The transaction reference or round ID. For a disputed spin, the round ID is in the game's own history panel.
• Screenshots showing the balance, the message or the error.
• One clear sentence saying what outcome you want.

How long it should take

Operators are expected to resolve complaints within eight weeks. In practice most are settled far sooner. Ask explicitly for a final response in writing — you need it for step two.

Keep everything: dates, names, chat transcripts, reference numbers. A complaint with a paper trail moves faster at every stage that follows.

If the operator's final response does not resolve it, or eight weeks pass with no resolution, escalate to the casino's ADR provider. Every licensed operator must be signed up to one approved by the Gambling Commission, and must name it — usually in the footer or inside its complaints policy.

• ADR is free to you. The operator pays for the service.
• The decision is binding on the operator, not on you.
• If you disagree with the outcome you keep every legal right you had beforehand.
• Typical turnaround is four to eight weeks.

ADR looks at whether the operator followed its own published terms and the rules of its licence. It will not overturn a properly applied term simply because the result was unwelcome — which is why reading bonus conditions before depositing matters so much.

The UK Gambling Commission regulates operators. It is worth being precise about what that means:

• It does not arbitrate individual disputes and cannot order an operator to pay you.
• It does act on licence breaches. Reports feed directly into regulatory action, and patterns across many players are exactly how misconduct gets found.

Report through the Commission's website at gamblingcommission.gov.uk. Even where it cannot recover your money, the report has value — it is the mechanism by which bad operators lose their licences.

1. Days 1–3. Raise it with the operator, in writing, with evidence.
2. Weeks 1–8. Operator investigation and final response.
3. Weeks 8–16. ADR review, if needed.
4. Any point. Report a suspected licence breach to the Commission.

• Verify on day one. Most withdrawal disputes are actually verification delays, and verification done before you win is a formality.
• Read the bonus terms in full — wagering, game weighting, maximum bet while active, and expiry. Exceeding a maximum bet during wagering is the most common way a win gets voided.
• Register with your real, current details. A mismatch between account and documents is the second most common cause.
• Keep one account per operator. Duplicates void winnings.
• Screenshot anything unusual as it happens, including the round ID.