You are free to contact our customer service team according to the instructions found on the Website to give us any complaints regarding our services.
Complaints are handled in the support department and escalated in the organisation of the Casino in case the support personnel did not solve the case immediately. You shall be informed about the state of the complaint to a reasonable level.
If the dispute is not resolved at the casino management level, you can contact any independent body, gaming authority or the licensing regulator listed on the Website.
In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that was logged on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
We have appointed ThePOGG.com as ADR provider that you may also complain to. Complaints to ThePOGG.com may be sent to [email protected]. Should you still not be satisfied with the ruling, you may also contact the MGA Player Support Unit by email address [email protected] or by clicking https://www.mga.org.mt/support/online-gaming-support/
We do our best to resolve the complaints within ten (10) calendar days of receipt of the complaint. Should the claim require more time to be resolved, the time period can be extended. When we wish to contact you regarding such a dispute, we will do so by using any of the contact details provided in your Player Account.
What to do if I need help?
If you have encountered a problem and want assistance, you should first make sure that it is the casino that is causing your problem. In many cases, a failure may be caused by a faulty PC or smartphone. Make sure your browser is updated and there are no problems with your internet connection.
If you have checked everything on your side, and the problem is still unresolved, you can contact the venue’s customer support team. Go to the support section and submit the message there. Alternatively, you can use Bob Casino’s live chat (button on the bottom right). The support team will do everything they can to help you.
What do I need to file a complaint?
In case you do not know how to file a formal complaint against an online casino not paying out, read the following advice:
You should first of all describe the problem you are having. This is necessary for you to submit a complaint, since the support team needs to know what exactly went wrong.
Next, state your name and explain as much as you can about the problem – describe when it happened and exactly what you were doing at the moment. This will help the support team find the source of the problem you experienced and fix it, so neither you nor anybody else has this problem again.
How does a complaint form look?
The complaint form has a space for your name and username, your country and address, and the amount of money you are contesting. There is a wide space at the bottom for you to write a detailed description of the problem you are having. Online casino problems are very different, and there are many things that may go wrong, so be sure to state all you know about the problem. We are very eager to resolve complaints, and to work effectively we need your help.
What issues is Bob Casino support capable of resolving?
Our team has the potential and capability to resolve most common issues – we have received gambling complaints before and so far have been to resolve most of them.
So far, our team has had to deal with technical issues – the most common complaints were malfunctions with bonuses, deposits, and withdrawals. Some people may also have problems with making deposits, and we are experienced in dealing with these too.
Frequently asked questions
Are you always online to receive filed complaints?
The Bob Casino complaints are received by operators, who are always ready to act. They are online 24/7, ready to help you in real-time when a problem arises.
How likely am I to get help?
We guarantee that every legitimate complaint will be read, reviewed, and acted upon. However, our support team frowns upon players who try to game the system to cheat. Be sure to play responsibly, never cheat or create double accounts. Using a proxy is also not advised, and it will greatly reduce your chance of contesting money. Even if you have managed to create an account and deposit money on it via a proxy, it will play against you in case a dispute arises.
How do I report a casino if the support team does not help?
If you are unable to reach an agreement with Bob Casino’s support team, you may always ask an ADR to intervene. An ADR is an independent panel for casino arbitration whose job it is to help you resolve the issue. If you there’s a large amount of money involved, then an ADR may definitely help. If you have been an honest player, then most probably you will never need an ADR to help, since the support team takes care that everyone is satisfied. We are also online 24/7, and ADR typically take a long time to study your complaint and decide upon a means to solve it.
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