Last updated: 2026-06-09. BonusOracle runs a public, AGCCS-style complaints process: players raise a dispute with a casino, we mediate with the operator, and the outcome is recorded in our open complaints register. This page explains each step, the timelines, and what counts as a resolution.
Who can file a complaint
Any player with an unresolved issue at an online casino we cover can submit a complaint, free of charge. Typical cases are delayed or refused withdrawals, bonus terms applied unfairly, account verification (KYC) deadlocks, or an account closed without a clear reason. We do not handle disputes that belong in front of a licensed regulator or a court.
How to file
Use the file-a-complaint form, tell us the operator, the amounts and dates, and what you have already tried with their support. Attach evidence where you can (emails, cashier screenshots, chat transcripts). The more specific the timeline, the faster mediation moves.
The mediation process
Once a complaint is accepted we open a case and contact the operator with the player’s account reference and the facts. We do not take sides: our role is to get both versions on the table and push for a fair, documented outcome. We ask the operator for their position and any policy or log that supports it, then relay it back to the player.
Response timelines
We aim to acknowledge a new complaint within two business days and to open mediation within five. Operators are asked to respond within fourteen days. Complex cases (large sums, source-of-funds checks) can run longer; the case page shows the current status throughout so nothing sits in the dark.
What counts as a resolution
Every case ends in one of four states, shown publicly on the register:
Solved means the player received the agreed outcome (paid out, account reinstated, bonus honoured). Not solved means mediation closed without the player being made whole. Rejected means the complaint fell outside our scope or lacked the evidence to proceed. Open means the case is still in mediation.
How it feeds our ratings
Complaint history is one of the five components in our scoring rubric. A pattern of unresolved, well-documented disputes pulls an operator’s score down, and the public register lets you see the evidence yourself. See our methodology for how the components combine.
Fairness and limits
Mediation is voluntary for operators; we cannot force a payout, only document the case and reflect it in our ratings and register. For binding remedies, contact the operator’s licensing regulator or the relevant alternative-dispute-resolution body. Questions about the process go to our editorial desk.