Complaints Procedure

As the regulator of the gambling industry in the Isle of Man, the Gambling Supervision Commission (GSC) is obliged to ensure that gambling is conducted in a fair and open way. One of the ways we do this is to assist individuals experiencing difficulties with a gambling operator who is licensed by us. If you would like us to investigate a matter on your behalf please follow the process below.

As part of our regulatory objective of ensuring that gambling is conducted in a fair and open way, it is in the legitimate interests of the GSC to process the personal data you provide in this form to investigate your complaint.

In order for the GSC to investigate your complaint, you must be a non-UK based player and the operator you are making the complaint against must be licenced by the GSC. You can see if they are licensed by looking on the Licence Holder's page.

If you are a UK based player please refer to the UK Gambling Commission’s website.

Complain to the Gambling Operator

Before asking the GSC to look into the matter, you must complain directly to the gambling operator by following their complaints process.

1. Check terms and conditions – Fully read the terms and conditions linked to your account or your gambling transaction. Most complaints are as a result of a misunderstanding between the player and the operator.
    
2. Contact the gambling operator – You can find how to contact the gambling operator and view their complaints procedure on their website.
    
3. Follow their complaints policy – You need to tell the gambling operator all the information about your complaint, including dates, times and amounts of money. Share any evidence you have to support your complaint. Make sure you keep a copy of everything that you tell them as we will ask for this.
    
4. Wait for the response – Give the gambling operator sufficient time to resolve your complaint from when they receive it. When the investigation is complete, they will tell you the result of your complaint and what happens next, including what to do if you are not satisfied with the result (which might be to take it to someone higher in the gambling business).
    
5. If you're not happy with the outcome refer the matter to ourselves for investigation.

We will not investigate your complaint if you have not first exhausted the gambling business' complaint process.

Escalate your complaint to the GSC

Use the complaints form at the foot of this page to raise your complaint with the GSC.

Any investigation carried out by the GSC is based on the information received from you, the player. It is therefore important for you to provide the following information to support your complaint:

1. The specific nature of your complaint;
    
2. Copies of all correspondence between you and the gambling operator; and
    
3. The specific terms and conditions of the gambling operator they say you are in breach of.

Missing information will mean we may be unable to help you.

After receiving your complaint and supporting evidence, the GSC will, where necessary, contact the gambling operator requesting their response.

The GSC will then determine the outcome of the complaint by considering the evidence and the facts presented for each individual case.

To be able to submit your complaint please ensure that you can answer ‘Yes’ to each of these questions.