Contact CasinoTrust

Everything that arrives here gets read, and it gets answered faster when it lands on the right desk with the right attachments. This page tells you which inbox to write to, what we commit to on reply times, what belongs in a first message, and — just as usefully — the things we genuinely cannot do for you. If your problem is an operator refusing to release your money, go straight to the dispute resolution centre instead.

Which desk handles which problem

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

• General enquiries — questions about the site, our method, our language editions, link requests, partnership proposals and anything that does not obviously belong somewhere else. This is also the desk for press if you would rather not use the media route below, and it is the desk that receives dispute submissions from the intake form.
• Technical support — problems with CasinoTrust itself: a page that will not load on your data connection, a calculator returning a wrong result, a broken link, an edition rendering incorrectly, accessibility problems. This desk cannot help with your account at a casino; only the operator's own support team can do that.
• 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 swayed by commercial interest.
• Owner — escalations the compliance desk has not settled, legal notices, and anything you would rather raise outside the editorial chain.

Reply times: what we commit to

These are stated targets, not marketing. We are a small editorial team working European hours, and we do not run a 24-hour contact centre — a message sent late at night in Lagos is read the following morning. If a target slips, chase the same thread rather than opening a new one, because a duplicate message restarts the triage from the beginning.

What to attach so we can actually act

• The platform's exact name and the domain you actually used — many brands run several domains under different licences with different terms.
• Dates and times with the time zone stated, and the amounts in dispute with the currency: Naira (₦), dollars or a stablecoin, whichever the account is denominated in.
• Your account name or username at the operator, the reference number of any ticket you have already opened with them, and the rail you funded with — bank transfer, USSD, an OPay or PalmPay wallet, or a card processed through Paystack or Flutterwave.
• Screenshots as image files showing the full browser window including the URL and the date — not cropped fragments, and not photographs of a screen taken with another phone.
• The exact wording of any clause the operator has quoted at you, plus a copy of the terms as they stood on the day you funded the account if you kept one.
• For a correction: the page URL, the exact sentence you say is wrong, and the source that shows what it should say.
• For a score challenge: the measurements you took and how you took them, so we can reproduce them against the protocol.

Send documents as attachments rather than links to a file-sharing service that expires, and compress large images if you are on mobile data. We never ask for passwords, card numbers, BVN, seed phrases or full identity documents, and you should never send those to anyone who does. Our privacy policy explains what we keep and for how long.

The things we cannot do for you

Being blunt about this saves you time. CasinoTrust is a publisher, not a regulator. We hold no statutory power, no licence over any operator and no ability to compel anybody to pay you. Nobody in 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. What we can do is 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 do that.
• We cannot reverse a self-exclusion, and we would not do it 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 is going to pay out for you.
• We do not give legal or tax advice. Where a matter needs it, we will say so and point you to the regulator or an ADR body.
• We do not discuss an individual player's case publicly without that player's written consent.

The 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 open a dispute — we run a free help desk on Telegram at @CasinoTrustOrg (t.me/CasinoTrustOrg). It is light on data, staffed by the same editorial team, costs nothing, and there is no upsell waiting at the end of it.

Press, media and research requests

Journalists, researchers and analysts should start with the press kit: it carries 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, along with your outlet and your deadline. Test data — withdrawal timings, support response times — is available for named platforms on request, with the dates and methods included.

Complaining about an operator

Do not send these to general enquiries. The dispute resolution centre has an intake form that captures what 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 once mediation fails. The service is free and works identically whether or not the operator is a commercial partner of ours.

Complaining about us

If we have published something inaccurate, unfair, or shaped by commercial interest, the corrections and complaints route sits 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 settle 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.

Our registered office

We do not publish our registered office address on the site, because a postal address on a gambling review site attracts far 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 for it. Legal notices should go to the owner's desk in the first instance so they are logged correctly.