Contact CasinoTrust

We read everything that arrives, and we answer faster when a message lands on the right desk with the right attachments. This page tells you which inbox to use, what we commit to in response times, what belongs in a first message, and — just as important — the things we genuinely cannot do for you. If your problem is an operator refusing to pay, skip straight to the dispute resolution centre.

Which desk handles what

There are four inboxes. Use the narrowest one that fits: a message on the correct desk is triaged by someone who can act on it, while a general enquiry about a compliance matter simply gets forwarded and loses a day.

• General enquiries — questions about the site, our method, translations, link requests, partnership proposals and anything that does not obviously belong elsewhere. This is also the desk for press if you would rather not use the media route below, and the desk that receives dispute submissions from the intake form.
• Technical support — problems with CasinoTrust itself: a page that will not load, a calculator returning a wrong result, a broken link, a language edition rendering incorrectly, accessibility problems. This desk cannot help with your account at a casino; that is the operator's support team.
• Compliance and regulatory — factual corrections, challenges to a score or to the Ranking Protocol, evidence for a blacklist investigation, licence and regulatory notices, right-of-reply requests from operators, and complaints that our coverage has been influenced by commercial interest.
• Owner — escalations that the compliance desk has not resolved, legal notices, and anything you would rather raise outside the editorial chain.

Response times: what we commit to

These are our stated targets, not a marketing promise. We are a small editorial team in European time zones and we do not run a 24-hour contact centre. If a target slips, chase the same thread rather than opening a new one — a duplicate message restarts the triage.

What to include so we can actually act

• The platform's exact name and the domain you used — many brands operate several domains with different licences and different terms.
• Dates and times with a time zone, and the amounts in dispute with their currency.
• Your account or username at the operator, and the reference number of any ticket you have already opened with them.
• Screenshots as image files, showing the full browser window including the URL and the date — not cropped fragments and not photographs of a screen.
• The exact wording of any clause the operator has quoted at you, plus a copy of the terms as they stood when you deposited if you have one.
• For a correction: the page URL, the sentence you believe is wrong, and the source that shows what is right.
• For a score challenge: your own measurements and how you took them, so we can reproduce them against the protocol.

Send documents as attachments, not as links to a file-sharing service that expires. We do not ask for passwords, card numbers, seed phrases or full identity documents, and you should never send them to anyone who does. Our privacy policy explains what we keep and for how long.

What we cannot help with

Being direct about this saves you time. CasinoTrust is a publisher, not a regulator. We have no statutory power, no licence over any operator and no ability to compel anyone to pay you. Nobody at this organisation can order a casino to release a balance, reverse a KYC decision or reinstate a closed account.

• We cannot force an operator to pay you. We can mediate, escalate on the record, help you build a file a regulator will accept, and publish the outcome.
• We cannot access, unlock, verify or close your account at any gambling platform — only the operator can.
• We cannot reverse a self-exclusion, and we would not if we could. If you are self-excluded, that decision is meant to hold.
• We do not give gambling advice, tips, predictions or system recommendations, and we cannot tell you which platform will pay out for you.
• We do not give legal or tax advice. Where a matter needs it, we will say so and point you at the regulator or an ADR body.
• We do not comment on an individual player's case publicly without that player's consent.

Free Telegram help desk

For quick questions — which regulator licenses a platform, whether a domain is the one we reviewed, what a bonus clause means, how to start a dispute — we run a free help desk on Telegram at @CasinoTrustOrg (t.me/CasinoTrustOrg). It is staffed by the same editorial team, it costs nothing, and there is no upsell at the end of it.

Press, media and research

Journalists, researchers and analysts should start with the press kit: it has approved boilerplate at two lengths, key facts, logo files with usage rules, our data and quote policy, and the topics our editors can speak to on the record. If your question is not covered there, write to the general enquiries desk with 'Press' in the subject line, your outlet and your deadline. Test data — withdrawal timings, support response times — is available for named platforms on request, with the dates and methods.

Complaints about an operator

Do not send these to general enquiries. The dispute resolution centre has an intake form that captures the information a case needs on the first attempt, and the page sets out what to do with the operator first, what evidence to gather, our stated timeline, and how to escalate to the licensing regulator or an ADR body when mediation fails. The service is free and works the same way whether or not the operator is a commercial partner of ours.

Complaints about us

If we have published something inaccurate, unfair, or influenced by commercial interest, the corrections and complaints route is in our editorial policy. It goes to the compliance desk, we acknowledge within two working days, and verified errors are corrected in place with a note rather than deleted. If the compliance desk does not resolve it to your satisfaction, escalate to the owner's desk. Who we are and how we are funded is set out on the about page.

Registered office

We do not publish our registered office address on the site, because a postal address on a gambling review site attracts more abuse than correspondence. It is provided on request to regulators, licensing authorities, journalists, and anyone with a legitimate legal need — write to the general enquiries or owner desk and ask. Legal notices should be sent to the owner's desk in the first instance so they are logged correctly.