Complaint Guidelines
The rules our Tribunal enforces: what to do before you file, what we need, what we reject, and how the clock runs.
A Tribunal submission is screened privately and may be declined. A 96-hour exchange applies only after acceptance and publication. A non-response finding requires a verified operator contact channel and evidence that the operator was reachable. Publication and recovery are not guaranteed; BetJury had no published real-operator cases at this review date.
For a British account, use the operator's formal complaint procedure. You can take an unresolved dispute to its approved ADR provider after eight weeks, or earlier if the operator gives a final response or deadlock letter. ADR is free to the consumer; check the provider's scope and rules. BetJury cannot enforce payment, and court remedies are separate. UKGC guidance.
The Tribunal publishes player disputes so operators have to answer them in public. These are the rules it runs on. They exist so that a case carries weight when it is published: a docket that publishes everything persuades nobody. Filing a case is also covered by the site's terms of use, which set out what we can and cannot do with a published case.
Before you file
Contact the operator first and give them a real chance to resolve it. Use their formal complaints procedure rather than only live chat, so there is a record and a clock. A licensed operator has to give you a final response; in Great Britain that must arrive within eight weeks.
We ask you to confirm this when you file, and the date you did it. A case filed before the operator has had any chance to respond is not a dispute yet, and we will hold it.
For a British account, use the operator's formal complaint procedure. You can take an unresolved dispute to its approved ADR provider after eight weeks, or earlier if the operator gives a final response or deadlock letter. ADR is free to the consumer; check the provider's scope and rules. BetJury cannot enforce payment, and court remedies are separate. UKGC guidance.
What we need
- A clear category — payment, bonus, account handling, software, or deposit.
- The disputed amount and currency.
- A factual description of at least 300 characters. What happened, in order, with dates. What you asked for. What they said.
- Evidence, which is strongly encouraged: screenshots of the offer terms as they read when you accepted them, transaction IDs with timestamps, the exported chat transcript, the emails.
Redact anything in an attachment you do not want made public. Attachments are private by default and are not published with the case unless you ask for a specific document to be included.
Cases fail on missing evidence far more often than on their merits. Gather it before you file, not after.
What we reject
- Abuse, threats, or all-caps rants at an operator or at us.
- Duplicates of a case already on the docket.
- Disputes outside our scope — anything not about an operator we list.
- Cases where the player clearly breached a term that was clear and fair. A maximum-bet clause you did not read is still a clause you agreed to.
- Anything we have reason to believe is fabricated, or filed by someone with an undisclosed interest in the operator.
Rejected cases stay private. They are not published, they are not counted in any statistic on this site, and they never reach the operator. A case that was screened out has had no right of reply, so it enters no denominator anywhere.
How the clock runs
Each side gets 96 hours per turn. Staff can extend a deadline up to twice where there is a good reason — a document being retrieved, a holiday period — and the extension is recorded on the case.
An operator that ignores a valid case it has actually received is marked unresponsive, and the case closes unresolved. We only ever say an operator did not respond when we can show they were reachable: where we have no verified contact channel for an operator, that is our gap, and we record it as ours rather than converting it into an accusation against them.
A case can be reopened up to twice if genuinely new facts appear. It cannot be reopened to restate the same argument.
What publishing means
A published case is an allegation, on the record, with the operator free to answer beside it, unedited. It is not a finding of fact by us. We screen cases; we do not adjudicate them, and screening is not a finding against anyone.
Your identity is protected by the docket. A case shows you as a numbered Juror, and the number is different on every case you file, so your cases cannot be connected to each other or to testimony you have published elsewhere on the site.
How a case affects a score
Cases feed the TrustAudit Index through the black-point ledger, judged relative to the operator's size — a single dispute means something different at a small operator than at one taking a thousand times the revenue. Open cases past their deadline also carry a ranking penalty.
The full arithmetic, including every cap, is on the methodology page. No case, resolved or unresolved, is ever adjusted for commercial reasons, and no operator can pay to have one removed.