How to File a Complaint Against an ADM Casino: Step-by-Step

A withdrawal blocked for no reason, a bonus not credited, an account unfairly suspended: when something goes wrong with a licensed casino, you have concrete rights and a precise procedure to follow. You're not defenseless. Here's the step-by-step guide to assert your case — from the internal complaint all the way to the ADM.

The Advantage of Playing ADM: You Have Someone to Turn To

This guide exists for a simple reason: on licensed casinos you can really complain. An authorized operator is bound by Italian law and supervised by the Agency. On unlicensed foreign sites, a complaint falls into the void. The very possibility of this procedure is the value of the ADM license.

Step 1 — The Direct Complaint to the Casino

Always the first step. Contact support (chat, email, phone) and:

• Describe the problem with dates, amounts and screenshots
• Explicitly ask for a "formal complaint" with a case number
• Keep every communication (email, chat screenshots)
• Give a reasonable deadline for a response (the casino usually has a few days)

Most problems are resolved here: it's often a misunderstanding or an ongoing KYC check.

Step 2 — The Formal Written Response

The licensed casino is obliged to provide you with a reasoned written response. If it denies you one or responds evasively, that failure is already a point in your favor for the following steps. Always demand written responses, not just verbal chats.

Step 3 — The Complaint to the ADM

If the casino doesn't resolve it, you can turn directly to the Agenzia delle Dogane e dei Monopoli. On the ADM portal there is a section dedicated to player complaints. Provide:

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• Your details and those of the operator (with the concession number)
• The history of the internal complaint (with the preserved evidence)
• A precise description of the problem

The ADM can start checks on the operator and, in serious cases, sanction it. The mere fact that you can do this pushes serious casinos to resolve things first.

Step 4 — Legal Avenues

For significant amounts, the ordinary tools remain: mediation, conciliation or, as a last resort, the court. A licensed operator has a registered office in Italy (or a representative) against which you can act — unlike a Curaçao site that doesn't legally exist for you.

Mistakes to Avoid

• Don't delete the evidence: screenshots and emails are your strength
• Don't violate the T&C: if you broke the bonus rules, the block may be legitimate — always read the wagering requirements
• Don't open multiple accounts: multi-accounting is prohibited and puts you in the wrong
• Don't make empty threats: proceed calmly and with documentation, not with insults in chat

The Underlying Lesson

The ability to complain effectively exists only in the ADM circuit. It's the practical reason, beyond RTP and bonuses, why playing legal pays off: when something goes wrong — and sooner or later it does — you have a system that protects you. Document everything, follow the procedure, and in most cases you'll get what you're owed.

Updated: July 2026. 18+. Play responsibly.