A case is a specific claim, about a specific amount, against a specific clause. That precision is what makes it enforceable in the court of public record, and vagueness is why most complaints go nowhere.
What makes a strong case
- 01You contacted the operator first, and you have its reply — or its silence, with dates.
- 02Dated screenshots of the terms in force when you accepted the bonus. See terms and conditions. This is the single most valuable piece of evidence a player can hold.
- 03Transaction IDs, round IDs, timestamps. Not descriptions. Identifiers.
- 04The exact clause the operator is relying on, quoted.
- 05A specific amount.
What gets rejected
- Chasing losses. A fair loss is not a dispute.
- "The slot felt rigged", with no round IDs. See RNG.
- A term you actually breached, clearly stated in advance.
- Matters already live with a regulator or an ADR — we will not prejudice a live proceeding.
A rejection is not a black mark against you. It is us declining to publish an accusation we cannot evidence, which is the same standard we apply to ourselves.
The three outcomes
| Outcome | What it means | Effect on the operator |
|---|---|---|
| Resolved | The money was returned, or the dispute settled | No penalty where the operator acted in good faith |
| Unresolved | The operator refused without valid grounds, or fell silent past the deadline | Black points: the TrustAudit Index falls |
| Rejected | No case to answer | The operator's record is untouched |
Note the second row carefully. Silence is an outcome. A non-response can only be attributed to an operator where the case process establishes a verified contact channel, reachability and the applicable missed deadlines. A newly filed allegation is not a finding.
Every case is the player's allegation, published as an allegation, with the operator's reply printed beside it. We never restate one as editorial fact.