UK Gamblers are now be able to use the free online tool, Resolver, to help manage UK Gambling complaints against online bookmaker and casinos.
Resolver steps you through the whole complaints process by first explaining your rights, helping you prepare Emails and then logging all correspondence in a case file.
What’s impressed me most is the level of detail contained in the information gathering part of the process.
It’s targeted at the gambling niche, so provides information and guidance on all the typical issue that arise when gambling online.
The Resolver tool can also be used to help you handle complaints for anything else in life, so it’s worth taking a look if you’ve not used it before.
The tool is being recommended by the UK Gambling Commission, who is the gaming regulator in the UK.
Complaint and issue handling is a difficult process if you’re an online gambler.
All licensed Casinos have to use an Alternative Dispute Resolution (ADR) service, which allows you to escalate your complaint for independent review.
However, the ADR service is only able to help if the complaint is linked to a transaction. They won’t be able to assist you with a regulatory or customer service issue.
These are independent services that will act on your behalf. They are not regulated services but do provide a good service to the player community and I can recommend them all.
The Resolver service is different as you’ll be taken through the whole process and you’ll be the one dealing with the Casino through the Resolver website.
Resolver is a UK based website and is aimed at resolving players complaints at UK licensed gambling sites.
If the site is not licensed then you have no rights if anything goes wrong.
I have tried to be objective and consistent with all my live casino reviews. Hopefully, they will strike a chord with you, but I thought it might be helpful to explain the criteria I use to mark each of the casinos. Hopefully, the categories and explanations make sense.
Playability – What is the overall impression of the casino? Did I have a good time? are the dealers nice and chatty and is everything easy to understand? Does it have a good set of games and is there a comprehensive set of betting options? Are high stakes players taken care of?
Software – What is the software like to use and does it integrate well with the rest of the casino?. Are the images clear and is the video streaming fast? Have they taken more than the default shared tables? Is it available on mobile?
Payment Options – Does the casino have a good variety of payment options? Do they payout quickly and on time?
Security – How good is the reputation of the casino amongst other players? Do they hold a valid gaming license? Are they transparent about the security measures they have in place? Are they regularly audited? Do they publish this information?
Support – Do they have multiple methods for communication with me? Is support available 24×7? Do they have instant chat and are they quick to respond? Are they able to help me immediately? Do they have an online FAQ and self-help library? Are the support people knowledgeable about the product I’m playing?
Bonuses – Do they have bonuses?. How strict are the wagering requirements? Do they offer repeat bonuses?. Do they offer loyalty points and can they be redeemed for cash or playing credits?
After all that, would I play there regularly?