Can you believe it’s already been a year since our last annual Casino Complaint Service report? After analyzing all the data gathered through the Complaint Service, it’s our pleasure and honour to announce that 2017 smashed records left and right! That means a record-breaking number of received and processed complaints, record-breaking number of resolved cases, and record-breaking amounts of money returned! But, let’s not get ahead of ourselves; let’s go over the most important data step by step and see just how successful a year we had!
A Medley of Record-breaking Numbers in 2017
In 2017 the AskGamblers Casino Complaint Service had their hands full with 7,244 new complaints in total, submitted by 5,337 players against 648 online casinos. Impressive, no? It adds up to a 37% increase compared to 2016 when the number of complaints reached 5,267 - 2,360 of which were ultimately accepted with 70% being resolved.
As for the resolution success rate this year? Another record! Or, more precisely, 8 out of 10 processed complaints were successfully resolved. In numbers, that’s 1,962. What’s more, the average resolution duration was twice faster than last year - 111 hours or less than 5 calendar days.
While in 2016 we managed to return a staggering $2,710,213.27, in 2017 that number grew by 125% and reached an incredible $6,136,183.59! Over two thousand complainants slept soundly knowing their unfairly confiscated money was returned to them through the AskGamblers Casino Complaint Service.
All About Accepted and Rejected Complaints
Let’s talk the most common issues players had with casinos which ultimately prompted them to go through with the complaint process.
Payment issues were still at the forefront of all resolved complaints and out of the 2,468 complaints accepted, 2,159 had to do with payment issues. The rest were, as follows: various account handling issues (such as account closure, casino Terms violations and others), bonus issues (e.g. bonus abuse or instances where bonuses weren’t credited), software issues (from software glitching to missing funds), deposit issues (again, mostly money not being credited) and, finally, a mixture of other types of issues that can’t be sorted into any major groups.
Now let’s move on to the rejected complaints. As the AskGamblers Casino Complaint team strove to improve the rigorousness of their approval procedures, the number of rejected complaints increased. For comparison’s sake, in 2015 the number of rejected complaints was 1,405, in 2016 it was 3,015 and it 2017 it reached 4,776!
Now, the reasons one’s complaint might get rejected are manifold. First and foremost, it’s usually because there isn’t enough information provided in order for the complaint to be valid. Then comes lack of evidence, failure to adhere to casino or bonus Terms and Conditions, multiple submissions of the same complaint, failure to cooperate during the verification process and plenty more.
Some Complaint Process Duration Facts
We’ve mentioned the average complaint duration, but here are a couple of fun facts regarding the longest and shortest complaints submitted in 2017.
Namely, the case with the shortest duration was submitted against Lord Lucky Casino for cancelling a payout with no explanation at all and it only lasted 9 minutes and 17 seconds. The longest case was against Planet 7 Casino for multiple approved withdrawals amounting to $100,000 and still pending – an entire 7 months, 5 days and 15 hours!
In total, all processed complaints lasted 273,745 hours in 2017.
2018, Here We Come!
In the end, what’s left to say but – 2017 was the year of breaking records in every single aspect of the AskGamblers Casino Complaint Service and we couldn’t be prouder of our Casino Complaint team for their hard work and overall success rate.
We hope you’ll have a great year, everyone, and don't forget you can submit a complaint at any time (as long as you adhere to the guidelines, of course!). We’ll see you in 2018 with fresh stats and hopefully with even more record-breaking numbers!
In the meantime, make sure you watch our brand new video recapping all the most important Casino Complaint Service data and achievements for 2017!