Casino Complaints & Dispute Resolution
A casino owes you money, froze your account or twisted bonus terms? File a complaint — UniPlay mediates between Canadian players and casinos, free. Casinos get 48 hours to respond; ignoring a case lowers their UniPlay Score.
Public cases
Why we do this
When a casino delays a withdrawal or voids a win, a player’s options are grim: argue with support chat, or start a formal regulator process that takes months. Most people just give up — and casinos know it. UniPlay exists to change that math.
Accountability
Every complaint becomes part of a casino's permanent record on UniPlay. Ignoring players lowers a casino's UniPlay Score — engaging and paying out raises it.
Transparency
Resolved cases are published (player anonymized) so anyone researching a casino can see how it actually treats customers when something goes wrong.
Independence
We don't work for casinos. Mediation is free for players, and no operator relationship changes how a dispute is handled or scored.
How it works
File a complaint
Sign in and describe what happened — dates, amounts, what the casino said. Attach evidence: screenshots, chat logs, Interac statements. Evidence stays private to the case.
We mediate
Our team screens the case, opens a secure thread between you, the casino's verified representative and a UniPlay mediator, and starts the clock: the casino has 48 hours to respond.
Pressure works
A casino that ignores the deadline gets a public 'late response' mark and a lower UniPlay Score on every page where players see it. Most disputes settle once a brand engages.
Outcome published
Resolved or not, the case is closed with a clear outcome — including money returned. Cases the team publishes appear here, anonymized, for other players to learn from.
UniPlay is a neutral, voluntary intermediary — using our process never limits your right to escalate to a regulator such as iGaming Ontario or the AGCO.
Casino representative? Resolve cases against your brand
Complaints against your casino are handled here whether you participate or not — but brands that engage resolve cases faster and protect their UniPlay Score. Verified representatives get a dedicated portal to respond officially.
1. Register
Create a representative account with your corporate email (free-mail addresses are rejected), your real name, role and LinkedIn. Sign-up takes two minutes.
2. Get verified
UniPlay staff manually checks every representative and binds your account to your brand. You'll see a 'Verified Representative' badge on all your responses.
3. Resolve disputes
New complaints reach your dashboard instantly with a 48-hour response timer. Reply in the secure thread, attach your evidence, and settle the case on the record.