A score you cannot reproduce is an opinion. Every CasinoTrust score — on brand guides, category reviews and comparison tables — is the weighted sum of six dimension scores, each measured against the criteria below. Anyone with a test account and a stopwatch can check our work.
The six dimensions and their weights
| Dimension | Weight | What it answers |
|---|---|---|
| Trust & licensing | 30% | Is the licence real, is the regulator worth anything, and does the operator honour its own terms? |
| Payments & payouts | 20% | How fast and how cheaply do you get your money out, and what gets in the way? |
| Games & markets | 15% | Breadth, quality and fairness of what you can actually bet on. |
| Customer support | 15% | Can a real person solve a real problem, at 3 a.m., in your language? |
| Bonuses & value | 10% | What the promotions are worth after the terms are applied. |
| Mobile experience | 10% | Does the product work on a phone as well as it works on a desktop? |
Trust carries the most weight because every other dimension depends on it: a fast payout from an operator that can void your winnings on a technicality is not a fast payout. Bonuses carry the least because, after wagering requirements, most bonuses are worth a small fraction of their headline — see bankroll management for the maths.
Eligibility gate: no verifiable licence, no score
Before any dimension is scored, a platform must pass a binary gate: it must hold a current licence from a recognised regulator, and we must be able to find that licence on the regulator's public register — the UK Gambling Commission's, the Malta Gaming Authority's, the Curaçao Gaming Authority's or the relevant national one under the operating company named in the platform's terms. A badge in the footer does not count. A licence that is 'pending', suspended or held by a different company does not count.
- Licence number and licensee name match the regulator's register on the day of testing.
- The licensee named on the register is the counterparty in the platform's terms and conditions.
- The platform publishes a dispute-resolution route (ADR body or regulator complaint channel).
- The platform is not currently on the CasinoTrust blacklist.
Platforms that fail the gate are not scored and are not listed. Prediction markets such as Polymarket are assessed against the regulatory regime that applies to their product (derivatives or event-contract regulation) rather than a casino licence; the same register-verification principle applies.
Licence tiers
Not all licences offer the same protection. The Trust & licensing dimension starts from a tier-based baseline before sub-criteria are applied.
| Tier | Regulators | Baseline Trust score | Why |
|---|---|---|---|
| Tier 1 | UK Gambling Commission (UKGC); Malta Gaming Authority (MGA); national EU/EEA regulators (e.g. Spelinspektionen, Spillemyndigheden, DGOJ, ADM, GGL, ANJ, KSA); iGaming Ontario / AGCO | 8 | Player-fund segregation, mandatory ADR, published enforcement, self-exclusion schemes, advertising rules |
| Tier 2 | Gibraltar Gambling Commissioner; Isle of Man GSC; Curaçao Gaming Control Board (post-2024 LOK regime) | 6 | Credible supervision and a complaint route, but weaker enforcement history or a regime that is still maturing |
| Tier 3 | Anjouan; Kahnawake; other offshore regimes | 3 | Licence can be verified but offers little practical recourse for a player |
| Ineligible | No licence, unverifiable licence, or licence held by a different company | — | Fails the eligibility gate; not scored |
The Verified bonus
A platform that has been through all eight checks in the CasinoTrust Verified programme — crypto and card deposits, crypto and card withdrawals, game authenticity, support, field reputation and licence — carries +1.4 on its Trust score, capped at 10. The reason is simple: for a verified platform we have moved our own money through it and recorded what happened, and for an unverified one we have not. The bonus is applied uniformly, it is the same for every brand that earns it, and it is removed the moment a seal is withdrawn.
What is measured inside each dimension
Each dimension is built from sub-criteria scored 0–10. The dimension score is the simple average of its sub-criteria unless a sub-criterion is marked as a cap, in which case the dimension cannot score above that value.
Trust & licensing (30%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Licence tier | Baseline from the tier table (8 / 6 / 3), adjusted ±1 for regulator enforcement history in the past 24 months |
| Ownership transparency | 10 = named licensee, registered address and directors traceable; 5 = company named but opaque group; 0 = shell with no traceable ownership |
| Terms fairness | Start at 10; −2 for each predatory clause (max-win caps on deposits, 'irregular play' voids without definition, dormant-account confiscation under 12 months, unilateral KYC after a win) |
| Dispute-resolution route | 10 = ADR body named and working; 6 = regulator channel only; 2 = internal complaints only (cap: dimension ≤ 6) |
| Complaint record | Based on verified public complaints in the past 12 months, weighted by outcome; unresolved non-payment patterns cap the dimension at 3 |
| Responsible-gambling tools | 10 = deposit, loss, session limits plus self-exclusion and reality checks all working in testing; −2 per missing or non-functional tool |
Payments & payouts (20%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Measured withdrawal time | Median of at least 3 timed withdrawals per method: 10 = under 1 hour; 8 = under 24 h; 6 = 1–3 days; 3 = 3–7 days; 0 = over 7 days or failed |
| Fees | 10 = no withdrawal fees; −2 per fee type (fixed, percentage, currency conversion above 1%, 'processing' charges) |
| Method coverage | Scored on presence of cards, bank transfer, at least two e-wallets, and (where offered) at least three crypto networks with stablecoin support |
| Limits | 10 = withdrawal limits ≥ €10,000/day or uncapped; 5 = €1,000–10,000/day; 0 = under €1,000/day or monthly caps below €5,000 |
| KYC friction | 10 = verification completed once, before first withdrawal, within 24 h; −3 if documents are re-requested after a win; −2 if verification took more than 72 h |
| Currency handling | 10 = deposits and play in your currency with no forced conversion; deductions for hidden spreads measured against mid-market rates |
Games & markets (15%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Provider quality | Scored on the number of top-tier studios (by independent audit status) and live-dealer suppliers present |
| Breadth for the category | Casino: slots, tables, live, game shows. Sportsbook: sports, leagues, markets per event, in-play depth. Poker: cash, tournaments, formats, traffic at peak and off-peak. Prediction markets: market count, resolution sources, liquidity |
| RTP transparency | 10 = RTP published per game and matches provider figure; 5 = published inconsistently; 0 = hidden or reduced-RTP versions without disclosure |
| Fairness verification | 10 = third-party tested RNG (eCOGRA, GLI, iTech Labs, BMM) or provably-fair with open verification; 0 = unverifiable (cap: dimension ≤ 4) |
| Pricing (sportsbook/poker) | Overround on major markets and rake/fee schedule compared to the category median — see the poker academy for how rake is calculated |
Bonuses & value (10%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Expected value of the welcome offer | Calculated from wagering requirement, game weighting, max bet and expiry; 10 = positive or near-neutral EV; 0 = EV below −50% of the bonus amount |
| Clarity of terms | 10 = all conditions on the offer page; −2 for each condition hidden in general terms |
| Ongoing value | Cashback, loyalty, rakeback or reduced-juice programmes, scored on real return at a typical volume |
| Restrictions | Deductions for max-win caps, country exclusions discovered after sign-up, and bonus-triggered withdrawal locks |
We publish how a bonus is scored, not its current amount. Offers change weekly; always check the current offer and terms on the platform.
Customer support (15%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Availability | 10 = 24/7 live chat with a human reachable within the session; 6 = live chat business hours; 3 = email only |
| Response time | Median first human response across at least 6 tickets opened at different hours (including 02:00–05:00 local): 10 = under 2 min chat / 4 h email; 0 = over 30 min chat / 48 h email |
| Resolution quality | Each ticket contains a real, answerable question (e.g. a specific bonus term, a payout status). 10 = correct and complete; 5 = partially correct; 0 = wrong or scripted deflection |
| Language coverage | Scored on human support in the languages the platform markets in |
| Escalation | 10 = documented escalation to a named complaints team and to ADR; 0 = no path beyond first-line chat |
Mobile experience (10%)
| Sub-criterion | How it is scored 0–10 |
|---|---|
| Native apps | 10 = iOS and Android apps in official stores with parity; 7 = good progressive web app; 4 = responsive site only |
| Performance | Measured load time of lobby and a game/market on a mid-range Android device on 4G; deductions over 3 s |
| Feature parity | Deposits, withdrawals, KYC upload, limits and self-exclusion all completable on mobile without switching to desktop |
| Stability | Crashes, disconnects in live games or in-play betting, and bet-slip errors over a 2-hour session |
Testing methodology
Register as an ordinary player
Testers sign up from a consumer connection in a market the platform accepts, using their own identity. We do not announce tests and we do not use press accounts.
Deposit with real money
At least two fiat methods and, where offered, two crypto networks. Amounts are typical for a recreational player, not token sums that skip verification thresholds.
Play across the product
Slots, live dealer, sports in-play or poker tables as relevant, on desktop and mobile, long enough to trigger reality checks and to test limits.
Time every withdrawal
Minimum three withdrawals per method, requested at different times of day and week. The clock runs from request to funds available, including any KYC delay.
Open support tickets at different hours
At least six tickets, including overnight, with specific questions whose correct answers we already know.
Verify licence, ownership and terms
Register lookup, company records, full read of terms with clause-level notes, and a check of published complaints.
Score, cross-check and publish
A second editor re-scores from the same evidence. Differences above 0.5 in any dimension are resolved before publication. The score and last-tested date go live together.
Worked example
A hypothetical MGA-licensed casino (Tier 1) with fast crypto payouts but average fiat speed, a strong game library, a mediocre bonus and no native app:
| Dimension | Dimension score | Weight | Weighted contribution |
|---|---|---|---|
| Trust & licensing | 8.5 | 30% | 2.55 |
| Payments & payouts | 7.0 | 20% | 1.40 |
| Games & markets | 9.0 | 15% | 1.35 |
| Customer support | 8.0 | 15% | 1.20 |
| Bonuses & value | 5.0 | 10% | 0.50 |
| Mobile experience | 6.0 | 10% | 0.60 |
| Final score | 100% | 7.6 |
Had the same platform held only a legacy Curaçao sub-licence, its Trust baseline would fall from 8 to 3, taking roughly 1.5 points off the final score and dropping it below most Tier-1 competitors in the online casino comparison. That is the intended effect.
What triggers a score change
- Scheduled re-test every 90 days (all dimensions).
- Licence event — suspension, revocation, transfer or regulator fine: immediate Trust re-score, eligibility re-check.
- Verified payout pattern — three or more independently verified non-payment complaints within 30 days: Payments re-score and possible blacklist investigation.
- Terms change affecting withdrawals, bonuses or account closure: re-score of the affected dimensions within 14 days.
- Ownership change: full re-test.
- Protocol version change: every platform is re-scored under the new version on the same day.
Platforms that meet the blacklist criteria are removed from all rankings regardless of their previous score.
Version history
| Version | Date | Changes |
|---|---|---|
| v1.0 | August 2026 | Initial public release: six dimensions, weights 30/20/15/15/10/10, licence tiers, eligibility gate, 90-day re-test cycle. |
Proposed changes are published on this page 30 days before they take effect. Questions or challenges to the method: contact@casinotrust.org. How the protocol is kept free of commercial influence is set out in our editorial policy.
Frequently asked questions
Can a casino pay to improve its CasinoTrust score?
No. Scores are produced by applying this protocol to test evidence, and the editorial desks do not know which platforms pay commission. A platform can buy a labelled advertising slot; it cannot buy a score, a ranking position or removal from the blacklist. The rules are in our editorial policy.
Why is licensing weighted at 30% — isn't payout speed more important?
Payout speed only matters if the operator cannot void your winnings on a pretext. A strong regulator gives you a complaints route, fund segregation and enforcement. Payments carry the second-highest weight at 20% precisely because speed and fees are the next thing players feel.
How often are scores updated?
Every platform is re-tested on a 90-day cycle, and out-of-cycle when a licence changes, verified payout complaints cluster, terms change or ownership changes. Each scored page shows its last-tested date; treat anything older than 120 days as provisional.
Do you test with real money?
Yes. Testers open ordinary accounts with their own identity, deposit with at least two fiat methods and, where offered, two crypto networks, and time at least three withdrawals per method from request to funds available, including any KYC delay.
What happens to a platform that loses its licence?
It fails the eligibility gate and is removed from every ranking and comparison table the same day, with a note on its brand page. If the loss of licence is accompanied by unpaid player balances, the blacklist investigation process begins.
Can I reproduce a score myself?
Yes — that is the point. The sub-criteria above describe what to measure and how to convert a measurement into a 0–10 value. If your measurements differ materially from ours, email contact@casinotrust.org with your evidence and we will re-test.