Complaints and Dispute Resolution
If something goes wrong, we want it fixed quickly and fairly. This page sets out how to complain to 32Red, the timescales we work to, and what you can do if our final answer does not satisfy you. As a UK Gambling Commission licensee we publish a clear complaints procedure and use an approved independent body for any dispute we cannot settle between us.
Start With Support
The fastest route is usually our support team, via live chat or email. Give your account name, explain what happened, and say what outcome you want. A great many issues — a held payout, a bonus query, a verification question — are sorted there and then on that first contact.
Raise a Formal Complaint
If support cannot resolve it, ask for the matter to be logged as a formal complaint and put the details in writing so there is a clear record. We acknowledge complaints promptly and aim to issue a final response within eight weeks, as expected in the UK. Most close sooner, and we keep you informed as it moves along.
Escalate to Independent ADR
Received our final response and still disagree, or eight weeks have passed without a resolution? You can refer the dispute, free of charge, to our independent Alternative Dispute Resolution provider, eCOGRA. They examine the evidence from both sides and reach a decision independently of 32Red, and we cooperate fully with their process.
The Gambling Commission's Role
ADR settles individual disputes; it does not regulate the operator. To report a broader concern about how we are run, contact the UK Gambling Commission, where our licence (Account no: 39430) appears on the public register. The Commission does not adjudicate individual payment disputes, which is exactly why the ADR route above exists.
What Helps Us Resolve It
Include your account details, the relevant dates, any screenshots, and a plain statement of what you would like to happen. Accurate, complete information shortens every stage and helps both sides reach a fair result more quickly.
Our Records
We log complaints and their outcomes as part of our licence conditions, which helps us spot recurring problems and improve. Raising a concern is your right and will never change how your account is treated.