If you believe an online casino has acted unfairly or failed to pay winnings, there are formal channels you can use to report the issue. Because most online casinos operate internationally, complaints are usually handled by the relevant gambling regulator in the jurisdiction where the casino is licensed.
This guide explains how to properly report a casino and what steps you can take to resolve disputes.
Step 1: Contact the New Zealand gambling regulator (DIA)
If you are based in New Zealand, the main authority responsible for gambling oversight is the Department of Internal Affairs (DIA).
They do not directly resolve all international casino disputes, but they can advise on whether a casino is operating legally or targeting NZ players appropriately.
You can contact them here:
- Phone: 0800 257 887 (NZ only)
- International: +64 4 495 7253
- Email: casino.operations@dia.govt.nz
In most cases, they will also recommend contacting the casino’s licensing authority.
Step 1: Contact the gambling group in New Zealand
The very first thing you should do if you want to report a bad online casino is to contact Gambling Group in New Zealand who will respond within 3 days and resolve your dispute within 20 working days.
Contact details:
- Freephone: 0800 257 887 (New Zealand only)
- Phone: +64 4 495 7253
- Email: casino.operations@dia.govt.nz
Contact Gambling Group in New Zealand
If you want to go a step further or believe that the casino violates the licensing law, you can and should also contact their license issuer. Below you can see the most common licenses and how to submit a report.
Step 2: Report the casino to its licensing authority
Online casinos are regulated by different international licensing bodies. The correct place to file a complaint depends on the license the casino holds.
- Report an MGA licensed online casino
- Report a Curacao licensed casino
- Report an Estonian licensed casino
Malta Gaming Authority (MGA)
The Malta Gaming Authority is one of the most recognized regulators in the industry.
If the casino is MGA-licensed, you can submit a complaint through their official support channel:
You will typically need:
- Supporting evidence (screenshots, emails, etc.)
- Casino name and website
- Your account details
- Description of the issue
Curaçao eGaming
Many international casinos operate under Curaçao licensing.
Complaints can be submitted here:
You may need:
- Player ID
- Transaction details
- Casino domain
- Issue description
Estonian Tax and Customs Board
For Estonia-licensed casinos, complaints can be sent to: hasart@emta.ee
Step 3: Contact the casino directly first
Before escalating a complaint, it is usually required to:
- Contact customer support
- Provide transaction details
- Allow time for internal resolution
Most disputes are resolved at this stage if the casino is properly regulated.
Step 4: Use dispute resolution services (if available)
Some licensing bodies provide independent dispute mediation services. These are designed to review cases where players and casinos cannot reach agreement.
This is typically required before further escalation.
Step 5: Inform consumer protection platforms (optional)
If a casino is unresponsive, some players choose to share their experience on:
- Consumer complaint forums
- Independent review platforms
- Gambling discussion communities
While this does not replace formal reporting, it can help highlight recurring issues and warn other users.
Step 6: Avoid unlicensed casinos
If a casino does not display a valid license or regulatory information, there is often no formal complaint process available.
In these cases:
- Recovery of funds may be difficult
- No regulator may have jurisdiction
- Dispute resolution options are limited
This is why playing at licensed casinos is strongly recommended.
What regulators actually do
When a complaint is filed, regulators may:
- Investigate transaction records
- Request casino documentation
- Verify licensing compliance
- Issue warnings or penalties if needed
However, they do not act as instant payment enforcers, and resolution time depends on the case complexity.
Final thoughts
If you have a dispute with an online casino, the most effective approach is always:
- Contact the casino directly
- Escalate to the licensing authority
- Provide clear evidence
- Use regulated dispute channels where available
This ensures your complaint is handled through official financial and gambling oversight systems.