UKGC Launches Indie Online Complaint Tool for Online Casinos

The UK Gambling Commission has helped launch an independent tool making it easier for gamblers to make complaints against online casinos and bookmakers.

A screenshot of the Resolver tool on mobile.

Resolver, is a tool for making complaints online.

The tool – run by Resolver – is already available for consumers in the energy, travel and insurance sectors and is the work of Martin Lewis, the guy behind MoneySavingExpert.com.The UKGC has worked with the team at Resolver to provide online gambling customers with help making complaints in a structured way. The tool can also provide advice on what actions customers who feel hard-done by should take.

Resolver remains independent from the UKGC, and does not act on behalf of the consumers themselves. It’s more of an email host, allowing players to manage complaints in one place, and to register issues from a single, @resolver email address. The idea is that by making complaints more structured and organised, the online casino business will have a better chance at dealing with them, and managing customers’ expectations, a lot better.

Resolver was launched in 2014 and currently has more than one million users in the UK. It has a history of working with regulatory bodies, having previously cooperated with the Financial Ombudsman and Ombudsman Services. The tool has been used to register complaints with more than 29,000 companies since it’s launch.

My hope is this will make complaining for millions of people smoother and more effective – helping redress the power balance between companies and consumers. Martin Lewis, of MoneySavingExpert and Resolver

Common complaints in the online casino industry include delayed withdrawals, glitched games, stalled payment deposits and unfair decisions. The service went live on Tuesday 1st August 2017.

Players can access the Resolver tool via its website. It is completely free to use.

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