News & Updates

Online gambling is dynamic and changes year to year, but one thing is always constant. In 2025, we’ve broken numerous records, according to our newest AskGamblers Casino Complaint Service report! 

Our AskGamblers Casino Complaint Service (AGCCS) team stepped up and helped thousands of players get their money from casinos, online sportsbooks and affiliate programs. 

This is how we did it! 

$10M and Major Milestones

In 2025, we’ve managed to return $10,728,000 in unpaid, delayed, or unfairly confiscated money. Crossing the $10 million mark in 365 days is a fascinating milestone we’re very proud of. 

That’s a significant increase compared to 2024 when we returned $6,890,547, a quieter year for our AGCCS. In 2023, the team gave back $9,031,914 – a previous record and a tough one to beat.

While our site in the English language is working like a well-oiled machine and players are familiar with the complaint process, we’ve received more complaints in other markets. By resolving most of them, we’ve helped out players from German, Italian, Spanish and Portuguese speaking countries get their money stuck at casinos and sportsbooks. 

For the first time ever, we’ve crossed a $1 million mark, returning exactly $1,203,007, spread across different languages:

*The Japanese site was shut down in December 2025 and we stopped receiving complaints from Japanese players.

Other notable milestones we achieved in 2025 include: 

• Successfully resolved 3,779 cases (59% increase compared to 2024)
• Resolved 68% of accepted cases (a notable increase in efficiency)
• Received complaints against 1,492 casinos and sportsbooks
• Achieved the affiliate program complaints success rate of 56.96% (up from 42.50% in 2024)

What Are You Complaining About?

The majority of players experience problems with withdrawals and this is by far the biggest issue gamblers face in online casinos. Operators might have withheld payments on purpose, or they asked players for KYC documents, additionally prolonging the withdrawals. Players may have faced technical difficulties or didn’t verify their accounts on time. 

Whatever the reasons were, delayed payments were the number one reason players asked for help in 2025. The next one on the list were deposit issues, followed by account and software problems and issues with bonuses. 

Below, you can find the exact numbers of accepted complaints for both casino and sports, sorted by categories:

• Payment issues: 3,647
• Deposit issues: 1,017
• Account issues: 322
• Software issues: 83
• Bonus issues: 74

Thank you very much for your support and for giving me the opportunity to stand up for my rights and the truth in this matter. I truly appreciate the way the AskGamblers team handled this situation and facilitated further communication with the casino.

Reasons Why AGCCS Rejected Your Complaint

Unfortunately, not all of the complaints you submit are accepted. Only the complaints that follow our submission guidelines can be accepted and resolved. 

Throughout 2025, our AGCCS team worked with players actively to help them get their complaint across. We’ve managed to reduce the number of rejected complaints and we’ll continue to do so in the upcoming years. 

Below, you will find the most common reasons why your complaints didn’t pass through:

• Such complaint already exists
• Unjustified accusations i.e lack of evidence
• The complaint is for the regulated body
• Submitter didn’t provide additional information upon request

Once you submit a complaint, the process won’t run faster if you submit another one, which contains the same information. In fact, spamming is a reason that can get your complaint rejected! 

Submit a complaint and remain active to work with our team to make sure they receive all the information needed. Most players failed to provide additional details when asked.

Additionally, submitting a complaint without any proof (screenshots, chat support conversation, email threads, etc.) will result in a rejection. It’s impossible to contact operators and ask for payments without giving them some proof of fair play by your side. 

Lastly, our sphere of influence isn’t infinite and some problems are meant for a licence issuer and a gambling authority. Make sure you check if we can help you with specific problems in advance by familiarising yourself with our guidelines or contacting our chat support first.

I strongly believe this progress only happened after I brought the matter to AskGamblers — without your platform, I fear this situation may never have moved in this direction. I appreciate AskGamblers for ensuring fairness.

Casinos Through AGCCS

Looking at the casinos affected is always fun, so don’t get surprised if you see a casino you play at below. 

To get things started, we’d love to share the complaints with highest amounts that were successfully resolved:

At WOW Vegas Casino one player won $500,000. After the casino paid out $50,000, they stopped cashing out, pointing to the fact that the player lived in the restricted region. Their account was blocked, but after submitting a complaint on AskGamblers, the casino cashed out the player fully (the remaining $450,000).

Stalled withdrawals and KYC checks can really make a player give up on their money, but not when €250,000 is in question. With our help, one of our players managed to get the money back from HellSpin Casino and we’re pleased with this major success.

Despite a successful verification, a BC.Game Casino player didn’t receive their winnings, $228,457 to be exact. All that went away after a complaint was submitted without AGCCS. We didn’t have to intervene too much and BC.Game stepped up in this one.

Now, if you’re curious about the casinos which had the most complaints, here are top 5:

There are a few things to note here. Dafabet Casino and BC.Game Casino received a significant number of complaints, but this isn’t the only metric we’re looking at. The success rate is worth noting. Dafabet Casino solved 92% of their complaints while BC.Game managed to resolve only 32%.

Even though these 5 casinos received a lot of complaints from players, most of them keep the success rate high, which means that their customer support is actively working to solve problems that occur.

Certificate of Trust Casinos Process Their Complaints

Even certified casinos receive complaints. Yes, they’re not perfect, but the numbers show why they have the Certificate in the first place.

Here are top certified casinos with the accepted and resolved complaints: 

1. 22bet Casino (19/19)
2. 20bet Casino (8/8)
3. 24Casino (5/5)
4. Flappy Casino (3/3)
5. Gamblezen Casino (3/3)

Other certified casinos received less than 3 or no complaints at all.

AskGamblers is a total lifesaver! Thanks to their complaint resolution service, I finally received my winnings. I couldn't have done it without them. Hands down the best community and resource for online gambling.

Second Best Result for Affiliate Programs

Besides accepting complaints for casinos and sportsbooks, our team also works with the affiliate program complaints. In 2025, we processed 79 complaints and resolved 45 of them with the success rate of 56.96%. 

The total money recovered was $65,464, which is our second best result next to last year’s $87,103. 

Fun Facts

Nobody likes reports spanning over dozens of pages, which is why we try to present these numbers in a way that’s fun for everyone. 

As you know, there are a lot of players on AskGamblers from different parts of the world, so we’ve grouped the complaints by currencies.

Here are the top currencies for recovered funds with the equivalent in USD:

• $3,874,263.93
• €2,493,636.68 ($2,899,264.10)
• ₹88,251,093.07 ($959,849.78)
• C$1,139,577.52 ($839,469.78)

On the other hand, you should know that we helped one player get 10,000 Cambodian Riels ($2.50) and one got back 500 Kenyan Shillings ($3.85).

Now, we also got our average amounts for complaints. The total sum on English website in 2025 was $9,460,138, so we’ve broken it down as such:

With so many complaints, there are always some curious stats:

• The average casino complaint duration was about 265 hours or 11 days
• The total combined duration of all processed casino complaints was 1,445,100 hours
• The shortest complaint lasted only 3 minutes
• The longest complaint took 201 days to be resolved

Contact Our AGCCS Team

We’ve been helping players since 2009 and last year was a major success. We strive to improve the complaint process for everyone in the upcoming years, but our lines remain open, and you can always submit a complaint.

Thanks to our AGCCS team and all of you for putting your trust in our team, and we’ll see you with a new report next year.