Complaints about a legal online casino in Belgium: how to go about it 

A payout that’s been held up, a player account that’s been unexpectedly blocked, or a bet that you believe has been handled incorrectly: disputes can arise even with a legal online casino. The advantage of a licensed Belgian operator is that there is a clear company behind the website and that you can take official action. 

Always start with the casino itself. Explain the problem in writing, attach evidence and ask for a specific solution. If you do not receive a satisfactory response, you can refer the dispute to the Consumer Ombudsman Service. Furthermore, if you suspect a breach of the Gaming Act, you can report this separately to the Gaming Commission. 

Step 1: check whether the casino is actually legal 

First, check whether the website holds a valid Belgian licence. An additional A+ or B+ licence is usually required to offer casino games online. A foreign licence alone is not sufficient to legally serve Belgian players. 

You can look up the operator in our list of legal online casinos in Belgium. You can also read about how to tell the difference between legal and illegal casinos. 

If the website is not listed amongst the authorised operators, or if the domain is on the blacklist of illegal casinos, the situation is different. The Belgian complaints procedure offers far less protection in the case of an illegal foreign operator. In that case, please consult our guide on what to do after you have gambled at an illegal casino. 

Step 2: specify exactly what your complaint is about 

Describe the dispute as specifically as possible. Common complaints include: 

• a payout that has not been processed; 

• an account that has been restricted or closed without a clear explanation; 

• a deposit that does not appear in the player’s balance; 

• a disputed game round, bet or technical fault; 

• a promotion where you believe the terms and conditions have been applied incorrectly; 

• unclear or unexpected identity checks; 

• a deposit limit or other protective measure that does not appear to be working correctly; 

• personal data that you believe has been processed incorrectly. 

Do not simply state that something is ‘unfair’. Specify what happened, when it happened, the amount involved and what resolution you expect. 

If you’re disputing a limit, it’s wise to first check how deposit limits work at Belgian online casinos. For more general information on licences and obligations, please refer to our guide on Belgian gambling legislation. 

Step 3: gather evidence before data is deleted 

Put together a complete file before contacting customer services. Ideally, keep the following: 

• your username or player number; 

• the date and time of the incident; 

• the reference number for the withdrawal, deposit, bet or game round; 

• screenshots of your balance, transaction history and error messages; 

• bank statements or proof of payment; 

• the applicable terms and conditions as displayed at the time; 

• emails and chat conversations with customer service; 

• the name of the legal entity behind the casino; 

• the amount in dispute. 

Take full screenshots that also show the date, URL or relevant account details. Save chat conversations straight away, as they may no longer be available once the window has been closed. 

Do not share your password, PIN, full card details or access code. A casino may request identification documents for verification purposes, but you should only send sensitive data via the licensed provider’s official secure channel. 

Step 4: Submit your complaint in writing to the casino 

First, contact the operator’s customer service or complaints department. Preferably use email or the official complaints form. A telephone call may be useful, but without written confirmation it is difficult to prove later what was discussed. 

Please include the following in your complaint: 

• your name and player number; 

• a brief, chronological description of the problem; 

• the relevant dates, transactions and amounts; 

• what steps you have already taken; 

• what supporting documents you are enclosing; 

• what specific solution you are requesting; 

• the reasonable timeframe within which you expect a response. 

For example, ask for a substantive response within fourteen calendar days. This is a practical timeframe that you can suggest yourself and does not guarantee that every case will be resolved within that period. 

Example of a complaint to an online casino 

Subject: Formal complaint regarding [payout/account/game round] – player number [number] 

Dear Sir or Madam, 

On [date], I made a [withdrawal/deposit/bet] of €[amount] via my player account number [number]. Since then, the following problem has arisen: [brief factual description]. 

I contacted your customer service team regarding this on [date or dates]. To date, I have not received a resolution/I received the reply that [brief summary]. I have attached [screenshots, transaction receipts and previous correspondence]. 

I request that you [process the payout/reconsider the decision, giving reasons/correct the amount] and reply to me in writing within fourteen calendar days. 

Yours faithfully, 

[Name] 

[Player number] 

[Email address] 

Step 5: give the casino the opportunity to respond in detail 

A delayed payout does not automatically mean that the casino is refusing to pay out your winnings. A withdrawal may be temporarily held pending an identity check, a verification of the payment method, or an investigation into a possible breach of the terms and conditions. 

In such cases, ask for a specific explanation: 

• which document or piece of information is missing; 

• which condition is being applied; 

• since when the verification has been underway; 

• whether any further action is required on your part; 

• when you can expect the next update. 

Remain professional and respond within the same email thread. This ensures a single, chronological record. Do not create new accounts or attempt to circumvent a block; this may complicate the assessment. 

Step 6: Refer an unresolved dispute to the Consumer Ombudsman Service 

According to the Gaming Commission’s official guidance on a non-paid-out winnings, you must first attempt to find a solution with the operator. If this proves unsuccessful, the Commission refers the matter to the Consumer Ombudsman Service. 

The Consumer Ombudsman Service is an independent public body that mediates free of charge and impartially between consumers and businesses. You must, however, be able to demonstrate that you have first tried to resolve the issue with the casino yourself. 

You can submit a case online to the Consumer Ombudsman Service. Include the original complaint, the casino’s response and your supporting documents. Direct the case against the legal entity named in the website’s terms and conditions or licence information, not solely against the brand name. 

Mediation does not guarantee that you will be proved right or that a sum of money will be paid out. The service will assess whether the case is admissible and will then attempt to reach an amicable settlement between both parties. 

When should you report the matter to the Gaming Commission? 

The Gaming Commission oversees compliance with the Belgian Gaming Act. If you suspect that a licensed operator is breaching the law, you can report a suspected infringement to the Gaming Commission. 

Examples of potential issues include: 

• access by excluded or underage players; 

• statutory deposit limits; 

• the operation of EPIS; 

• prohibited advertising practices; 

• the offering of unauthorised games of chance; 

• systematic breaches of licence conditions. 

Make a clear distinction between a report and a claim for individual compensation. A report assists the regulator in its monitoring activities, but does not automatically mean that the Gaming Commission will resolve your contractual dispute or recover your money. For an unresolved consumer dispute, the Consumer Ombudsman Service is the appropriate out-of-court route. 

What should you do in the event of fraud or an unauthorised payment? 

If money has been debited from your account or card without your consent, contact your bank or card issuer immediately. If necessary, have your payment method blocked and ask what procedure applies to a disputed transaction. 

Do not use a chargeback as a means of pressure in a routine dispute over a valid deposit or a lost bet. Provide your bank with complete and accurate information. In cases of identity fraud, account takeover, forged documents or other potential criminal offences, you can also report the matter to the police. 

If the matter involves a large sum of money or a complex contractual dispute, it may be wise to seek personal legal advice. A mediation procedure is no substitute for a binding court ruling. 

What if your complaint relates to gambling problems? 

A dispute with a casino can cause a great deal of stress, particularly if you continue to make deposits whilst waiting for a resolution or try to recoup your losses. Stop gambling temporarily whilst the dispute is ongoing and never deposit extra money to ‘unlock’ a payout. A legitimate operator may request documents via a secure channel as part of a standard identity check. A demand to deposit money again first is a serious warning sign. 

Read about the key signs of online gambling addiction and find out how the Belgian EPIS list for excluded players works if you need to take a complete break from gambling.