When a player complaint is received, we first decide if it’s valid. We do this by judging the content and manor of the email (among other things). For example, if the casino is already on our Online Casino Blacklist. Blacklisted online casinos rarely respond to our complaints. And if they do, it’s usually the same lies they are telling their players.
The Casino Complaint and Scam Reports are never written without contacting the casino first. We (and the casinos) prefer to discuss these complaints privately. If the casino chooses to ignore the complaint, we then proceed to write up the complaint report.
If the casino responds to the issue this is usually a good sign that they would like to discuss resolving the complaint. Although this does not always fall in favor of the player.
If we receive multiple complaints about a casino that are unresolved from a lack of response, we then proceed to post a scam report.