Complaints and disputes: how to argue your case with an operator
Most disputes with online casinos start with one of three things: a withdrawal on hold, a bonus that was voided, or a limit or self-exclusion request that was ignored. The third kind is the most serious, because it concerns control over play itself — and that is where a written trail decides everything. This page sets out the order in which to act and what to expect at each step. We are an independent information site, we do not represent Sly and we cannot settle a dispute for the operator, but we can help you run it in an orderly way.
Step 1: in writing, to support
Live chat is convenient but vanishes. If the problem is serious, describe it by email or ask for a chat transcript. A good first complaint is short and specific: username, date and time of the event, amount, what you expected and what happened. End with a clear request — "please process the withdrawal" or "please confirm the self-exclusion is active" — and ask for a ticket number.
Step 2: evidence you keep from day one
- screenshots of the balance, the transaction history and any error messages;
- a copy of the bonus terms as they stood on the day you accepted the bonus — terms change;
- confirmations of limits, time-outs or self-exclusion you set;
- the whole support conversation, with dates and ticket numbers.
If the dispute is about a limit that did not work, also keep proof of when you set it. The operator should be able to explain why the tool failed; you should be able to show you asked for it in time.
Step 3: the operator's internal procedure
Licensed operators describe their complaints procedure in the terms: where to send it, how quickly they answer and who reviews it. Read it before escalating — many disputes are settled once the complaint reaches the team that can actually decide, rather than first-line support.
Step 4: the regulator
If the operator does not respond, the next step depends on who licensed it. Every regulator keeps a public register: find the operator there and check that the company name matches the one in the terms. For players in Bulgaria, online gambling licences are issued by the National Revenue Agency (NRA), which publishes the register of licensed online gambling on nra.bg and blocks illegal operators. If the operator holds a licence in your country, your regulator is the place to go; if the licence was issued elsewhere, that regulator's rules apply and your options differ. We do not state which licence Sly holds — the register is the source.
What doesn't help
Angry social-media posts rarely speed things up and sometimes breach the terms, which complicates the dispute. Neither does playing through the disputed money while you wait — if a withdrawal is on hold, gambling with those funds turns a dispute into a loss. That is also a warning light: when frustration with the operator keeps you at the screen, your state stop has already been reached.