Unresolved cases — the deadline passed
These cases closed without a satisfactory answer: the operator let the public deadline pass. Silence is not neutral here: an unresolved case caps and lowers the operator’s public score.
No unresolved cases on the docket right now. See the full docket →
Cases are players’ allegations, published as filed after our team screens them. They are not findings of fact against the operator. Operators may respond on the record, and outcomes are updated as cases close.
What “unresolved” means on this docket
An unresolved case is one where the deadline ran out. Either the operator never replied, or what they filed did not address the complaint and nothing further came. This is the state that costs an operator most, and deliberately so: an operator cannot control whether a player has a bad night, but it can always control whether it answers. Unresolved is a statement about the operator’s conduct in the process, not a finding that the player’s account of events is correct.
How a case reaches this stage
Every case starts the same way. A player files with evidence — screenshots, ticket references, the operator’s own replies — and our team screens it before anything is published: we check the account belongs to the filer, that the operator is one we list, and that the complaint is specific enough to answer. Screening is not adjudication. We do not decide who is right, and a screened case is still an allegation.
Once published, the operator is notified and a public deadline starts. A Defendant Representative — a verified account belonging to the operator — can reply on the record. Anything they submit is published beside the complaint, unedited. The player can respond in turn. The thread is the evidence; we do not summarise it into a verdict.
What it costs the operator
Complaint handling feeds the operator’s TrustAudit Index, but only through the parts an operator controls: whether they answered, how fast, and whether the case closed with an outcome. A case filed against an operator is not itself a penalty. Letting the deadline pass is, and it is the only part of our scoring that an operator can change the same day.
If you are the player
Filing here does not replace the operator’s own complaints procedure or your regulator’s. Go to the operator first. Most disputes end there, and a licensed operator has to give you a final response. If that fails, your licence holder’s alternative dispute resolution (ADR) scheme is free and binding on the operator in a way we are not. This docket is public pressure and a public record, and it runs alongside those routes rather than instead of them.