How to File a Complaint with Gibraltar: the Illustrated Guide
In this article:
A few words about Gibraltar and its gambling license
“Gibraltar Gambling Commissioner’s advice to complainants” document overview
Do I need to contact a gambling operator first before filing a complaint?
Step 1 is to find out which area your complaint belongs to
Step 2 is to download Complaint Resolution Request Form
Step 3 is to fill in and send your complaint by email
Step 4 is the Proposed Determination of your complaint
Step 5 is getting the Decision Letter
How long does it take for Gibraltar Gambling Commissioner to respond?
Does it worth spending time to file a complaint to Gibraltar?
A few words about Gibraltar and its gambling license
Gibraltar is a British Overseas Territory. The close relations between the UK and Gibraltar have been taking place for the last few centuries. As a result, Gibraltar inherited not only British basic principles of the laws but the highest standards of governance as well.
Gambling is thoroughly regulated there. And therefore Gibraltar Gambling License is considered “strong” among both players and gambling operators.
With all that said if you feel like you were not treated fairly by gambling operator (online casino, sports bookmaker or poker room) there is a big chance that your issue is going to be solved by filing a complaint.
“Gibraltar Gambling Commissioner’s advice to complainants” document overview
This document (as it was stated at the very beginning of this article) was published on the Gibraltar Government website as advice only. It was designed to make the complaint process as smooth as possible. However, the advice gives us guidelines on how to file a complaint in a proper way, so it would be a reasonable decision to follow them.
Moreover, this document explicitly says that if you contact the gambling authority for a filing the complaint, it would make sure that you have read and understood the Guidance before accepting your complaint.
Gambling Commissioner's advice to complainants covers many complaints areas (for example suspended funds/accounts, cancelled bets etc.) and the whole complaint procedure for online casino customers.
I carefully read it and summarized here some points that you may find useful:
Commissioner won`t investigate complaints that date back longer than 2 years unless in exceptional cases.
Commissioner asks to store all related documents carefully (e-mails, screenshots, game records etc.)
Put your complaint in writing anyway (even if you are contacting casino through phone or live chat). Basically they are telling us to duplicate the complaint if we submitted it in non-writing form.
After 1 week if no response you should re-contact the operator and ask to speak to a supervisor about your complaint.
After 2 weeks if no response or you are not satisfied with the answer you can submit a complaint to Gambling Commissioner.
Customer must make clear to the gambling operator whether he (or she) was satisfied with the provided answer.
Do I need to contact a gambling operator first before filing a complaint?
The answer is yes. The Guidance clearly states it, because it is a quite reasonable practice as for me. Why would they spend precious resources for investigation if you haven't tried to resolve your problem with an online casino before?
The procedure is quite simple:
contact online casino (they have 1 week to respond)
after getting the response explicitly tell them whether you are satisfied with the answer or not
In case if there are other means of resolving your complaints, such as independent arbitration or mediation services, the Gambling Commission will probably advise you to use these ways as well.
Filing a complaint: Step 1 is to find out which area your complaint belongs to
Open the Guidance on the Gibraltar Government official website and scroll to the point where your complaint topic is covered.
Let's imagine you have got an issue with a bonus in an online casino. So, the section to read through would be “Bonus complaints/abuse”.
Read it carefully for the following reasons:
you are going to be checked if you read at least the clause regarding your issue
there could be found useful information (concerning your problem) which you might not have known before
Filing a complaint: Step 2 is to download Complaint Resolution Request Form (“CRRF”)
On Gambling Commissioner's advice to complainants webpage in the “Complaints Procedure” section, you can find and download the Complaint Resolution Request Form (“CRRF”).
This document not only provides you with the whole list of information that you are supposed to fill in hereinafter. But it’s absolutely necessary to be downloaded due to the reason that you will have to print the final page, physically sign it and attach to the electronic submission.
Filing a complaint: Step 3 is to fill in and send your complaint by email
Now, when we have access to Complaint Resolution Request Form (“CRRF”) the process is going to be very straightforward. You have to check all boxes and fill them in carefully.
Here I am going to present them by groups and mention some of them in order to give you a general idea about what you are going to be asked (please notice that the complete list of requirements for your complaint can be found in “CRRF”).
Contact Details of Complainant (name, address, date of birth, telephone, mobile, email, other contact methods
Contacts with Operator (in our case it is an online casino: name/website, your account/username, staff name with whom you were trying to resolve the issue, telephone, email)
Nature of Complaint (what, when, how etc.)
Operator’s Complaints Procedure (details of how you tried to resolve the problem with online casino)
Confidential Material (Any matters that you don't want to be discussed with online casino regarding your case)
Loss and Remedy (the amount of you believe is your loss and what solution of the problem you are seeking)
And last but not least, as I have already mentioned above you must print out the last page of “CRRF”, physically sign it and attach this list (in form of photo or scan) to your email. Otherwise, your complaint isn`t going to be handled.
Email for sending complaints to Gibraltar Gambling Commission: [email protected]
This page must be signed
Filing a complaint: Step 4 is Proposed Determination of your complaint
At this stage, your complaint has already been assigned to a case officer. He(or she) will contact you and outline the steps that have to be taken and an approximate timeframe for the whole procedure to be finished.
In the end, the case officer will provide you with a Proposed Determination of your complaint. In this document, he/she will put his understanding of the case, the explanation provided by the operator and any other relevant information.
The goal of the Proposed Determination of your complaint is to establish that the Gibraltar Gambling Commission properly understood the facts and views of all parties to the complaint. You and the online casino will be welcome to comment on the Proposed Determination.
Filing a complaint: Step 5 is getting the Decision Letter
Basically it is the end of the investigation, and the final officer`s conclusion is going to be found in this Decision Letter. Both parties (you and an online casino) will be provided with copies of this document.
The Gambling Commission also will tell you how to appeal the Decision in the Decision Letter.
How long does it take for Gibraltar Gambling Commissioner to respond?
Gibraltar Gambling Commission promises to acknowledge your complaint within one week. However, don`t expect it to be resolved immediately (within this week). Since they would have to contact an online casino and request the information needed for your case investigation.
Does it worth spending time to file a complaint to Gibraltar?
The answer is absolute yes. Due to the fact that the Gibraltar Gambling Commission is known for its strict rules regarding gambling license. Of course, it is not so convenient to wait for a few weeks and fill up some stupid forms, but gambling officials will actually investigate your issue properly. Hence the chances are pretty high ultimately you won't regret.
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