Dispute Resolution — Kuki Muki

Three steps. Step 1: contact the operator's own customer support (live chat, then email with a case reference). Give them 72 hours — their licence requires an initial response in that window. Keep every reply, including the chat transcript if the operator sends one; if they do not send one, save your own by copy-paste at the end of the chat. Step 2: if unresolved, escalate inside the operator to a formal complaints manager and request their final response in writing. The phrase final response is important: it triggers the eight-week clock that ends in an ADR referral. Step 3: if still unresolved after eight weeks or after you receive a final response you disagree with, take the written final response to an Alternative Dispute Resolution body (listed below) — this is free to the player.

Operator initial response: within 72 hours of first contact. Operator final response: within eight weeks of your formal complaint. ADR submission: must be lodged within six months of the operator's final response (not of the original dispute). ADR decision: typically within 90 days, longer for complex multi-wager disputes. If the operator ignores the ADR decision, the Gambling Commission can take licence action — this is why the ADR step matters even when it feels slow and why keeping to the clocks is important. A dispute that is three days old is pre-complaint; a dispute that is three months old without a final response letter is a licence issue, not just a dispute.

Account email and username (never share your password with anyone, including us). The transaction date and amount in dispute, down to the pence. The operator's case or ticket reference. The operator's written final response (needed for ADR submission — this is the single most important document). Screenshots of the bonus terms as they were when you accepted them, if the dispute is bonus-related. Chat transcripts if support closed a chat without resolving the issue. Any marketing emails that promoted the specific offer under dispute. Date and time of your deposit, your bet and the operator's debit of your balance — bank statements or a payment-processor receipt is ideal.

IBAS (Independent Betting Adjudication Service) — ibas-uk.com — handles sportsbook, casino and gaming-machine disputes for most UK-licensed operators. Free to the player, decisions are binding on operators that use IBAS. eCOGRA — ecogra.org — handles disputes for a smaller set of operators that use their service, mostly casino and poker. The specific ADR body for your operator is listed on the operator's terms page; if it is not listed clearly, email their support and ask them to confirm in writing — they are required by their licence to name their ADR body, and the confirmation itself is useful if you later escalate.

Write to the operator's complaints email, not to live chat. Live chat is for first-line support, not for an eight-week complaints clock. Keep the message factual: date, amount, what happened, what you expected, what you want them to do. One screenshot per claim, not twenty — annotate each one with a single caption that explains why you attached it. Ask for a written final response in your first message if the issue is serious — that one phrase triggers the formal eight-week clock and gets you to the ADR stage faster than open-ended back-and-forth. If the operator asks you to resubmit via a web form, do so — but copy your email thread into the form as the body text so there is a single record.

Kuki Muki is a review site, not an arbitrator. We cannot access your account, reverse a decision or compel an operator to pay out. What we can do: if you email us the operator name, the dispute summary and a redacted copy of the operator's final response, we will update the review page to reflect the pattern — and if the same issue appears from multiple readers, that is reflected in the score at the next monthly re-check. We can also point you to the correct ADR body if the operator has been slow to name one; we cannot speed up the ADR itself. Finally, we can keep your email confidential — your name does not appear on the site unless you specifically ask us to credit you.