Certificate of Trust

A CasinoRank of 8.00 or higher ensures that a casino is a suitable candidate for the AskGamblers Certificate of Trust.

As there is no better proof of the quality of service offered by an online casino operator than its ability to resolve players’ issues and complaints, the AskGamblers Casino Complaint Service is the perfect tool to determine a casino’s complaint resolution success rate. Therefore, each Certified Casino needs to have an excellent AskGamblers Casino Complaint Service (AGCCS for short) track record on our website. The “excellence formula” is calculated in the following manner:
1.1. If a casino has 6 published complaints or less, it cannot afford to have more than 1 unresolved complaint. (5 out of 6 means an 83.33 % AGCCS success rate, which is acceptable)

1.2. If a casino has more than 6 published complaints, it needs to have at least an 85% AGCCS success rate regardless of the total number of complaints.

Nowadays, fast withdrawals are a must for any reputable online casino, which is this particular requirement has been added to the certification process. Considering the fact the casino payment process consists of two phases - the so-called pending period (when a player has not been verified yet) and the actual withdrawal timeframe - most players agree that each of the two processes should not last for more than 24 hours. More specifically, a Certified Casino must meet the following criteria when it comes to payments:
2.1. Pending period must fit within the 0-24h timeframe;
2.2. The e-wallet withdrawal timeframe must fit within the 0-24h time period.
2.3. Operator must process withdrawals over weekends.
Other listed withdrawal timeframes (such as credit/debit card, cheques, bank transfer, etc) will not be taken into consideration.

Unfortunately, problem gambling has always been an integral part of the online casino world and Responsible Gaming policies and procedures have not evolved as much as most players would like them to. However, AskGamblers, as one of the world’s most popular and trusted casino portals, has the important role of promoting socially responsible operators. Therefore, the certification requirements are as follows:
3.1. Operator must provide their players with clear and comprehensible information regarding all the relevant Responsible Gaming policies and procedures.
3.2. Operator must provide their players with the option to request Self-Exclusion or Cooling Off period both via operator’s support channels and by using the relevant account features themselves.
3.3. Operator must provide their players with the option to set gambling limits/deposit amounts per day/week/month, wager amounts per day/week/month, loss limits, etc, both via operator’s support channels and by using the relevant account features themselves.

It is essential for any casino company operating overseas to implement and adhere to all the relevant laws, regulations and guidelines (depending on their current regulatory regime and license) for the prevention of money laundering and terrorism financing. All Certified Casinos are expected to provide detailed information about the implemented procedures and policies due to the Anti-Money Laundering regulations.

All Certified Casinos must prove their operations are fair, honest, secure and in compliance with their regulatory regime and license.
5.1. Operator’s website must use SSL encryption and offer a safe and secure environment to their players.
5.2. Operator must use and offer casino games from fully licensed and regulated software vendors only.
5.3. Operator must not make a payment or process a withdrawal to a player unless that player has successfully completed the KYC (Know Your Customer) procedure and their account has been verified.
5.4. Operator must offer a 24/7 live chat facility.
5.5. Operator must provide their players with access to their complete gaming and transaction history.

The licensing authority is of key importance when it comes to an operator’s reputation as it affects each and every aspect of the casino’s operations. Therefore, a Certified Casino must be fully regulated by a reputable licensing authority. Currently, such authorities are:
6.1. Malta Gaming Authority (MGA);
6.2. United Kingdom Gambling Commission (UKGC);
6.3. Gibraltar Regulatory Authority (GRA);
6.4. Isle of Man Gambling Supervision Commission;
6.5. Alderney Gambling Control Commission (AGCC);
6.6. Exceptions to this rule could be made for operators licensed by Kahnawake Gaming Commission or Curacao Master Licence holders, but only after extensive research has been carried out and a full consensus between the AskGamblers management team has been reached to avoid future oversights.

Apart from being listed on AskGamblers for a minimum of six months, each casino will be carefully reviewed for any past or ongoing issues affecting its reputation and operations both here on AskGamblers (including complaints, player reviews, forum posts, etc) and across all major rival websites, as well.

All Certified Casinos must:
8.1.  Create a special "Complaints" page/tab on their website linking to the AskGamblers Casino Complaint Service “Submit a Complaint” page with relevant information.
8.2. Add the AskGamblers logo in the footer of their website linking to their casino review page on AskGamblers.
8.3. Exception to the 8.1 and 8.2 requirements could be made for operators with a CasinoRank score of above 9.5.