| Escalation | If the operator's first response does not resolve the issue within seven working days, or if the response is a flat refusal with no explanation, the next step is a written complaint to the operator's complaints team at the address listed in their terms. If that also fails within a further seven working days, the dispute moves to the licensing authority — for the Degenden brand that is the Curaçao Gaming Control Board (gcb.cw) — and, in parallel, to an alternative dispute resolution body if the operator is a member of one. Common ADR bodies for European-licensed brands include eCOGRA (ecogra.org) and IBAS (ibas-uk.com). Each has its own form and its own deadlines, so submit to only one at a time. |
| How to complain | Most disputes with a licensed operator — a stalled withdrawal, a bonus that was not credited, a KYC request you believe is unreasonable — resolve inside the operator's own support channel if you give it a fair chance. Open the live chat on the Degenden site, state the issue in one short paragraph, give your account email or player ID, and ask for a reference number before you close the chat. Follow up by email the same day, quoting that reference number so the next agent you speak to can pick up the thread. Keep screenshots of the error message, the transaction ID and any support replies — these are the primary evidence any later escalation will depend on. |
| What we can do | We are not a dispute resolution body and we have no power to overrule an operator decision — the licence sits with Degenden, not with us. What we can do is check the operator's current terms against what you were told in chat, flag discrepancies on the relevant page, and record patterns of complaint that readers send us. If a specific bonus condition or payment method generates more than a handful of similar complaints, we add a dated note to the affected page so that future readers see it before they open an account. Write to editorial@degenden.org with a summary of your case and the reference numbers; we do not publish personal account details, and we aggregate before anything goes live. |
Degenden — United Kingdom18+