Complaint · Evidence · Mediation
Resolve a dispute with a gambling operator
A delayed withdrawal, disputed bet or closed account needs a clear factual record. Prepare a useful complaint and find the right channel in France.
Define the issue
Record the exact domain, product, transaction reference and dates. Separate a pending payment from a final refusal and a rules disagreement from a technical fault.
Read the rule in force at the time: settlement, withdrawal, identity checks or promotion terms.
Keep evidence safely
Keep statements, betting history, emails and dated screenshots showing the site address. Write a short timeline and state the remedy requested.
Never post identity documents or bank details publicly. Send them only through official channels.
Complain to the operator
The French regulator ANJ asks players to contact customer service first. Send a dated written complaint; retain proof of submission and the reply.
A public comment or informal chat may not satisfy the prior complaint requirement for mediation.
Find the competent mediator
For contracts with ANJ-licensed operators or operators with exclusive rights, ANJ explains referral after a customer-service reply or 20 days without one. Check its current eligibility rules.
An unauthorised site may fall outside that remit. Use the appropriate reporting route; a foreign licence does not automatically grant a French remedy.
Separate facts from the remedy requested
Suggested structure: 1. date and service; 2. disputed amount or action; 3. relevant clause and correspondence; 4. requested remedy. Number attachments and mask unrelated data. A complaint can request an explanation, correction or refund; these are different remedies. Keep proof of submission and check the competent procedure’s requirements instead of sending the same case to every organisation.
Practical reference
Three useful records
A concise complete file is easier to review.
| Item | Purpose | Care |
|---|---|---|
| History and statements | Amounts and dates | Hide unnecessary data |
| Applicable rule | Disputed point | Keep dated version |
| Complaint and reply | Prior step | Retain case references |
Check the official channel
Conditions can change. Consult ANJ and verify the domain in its register.
Official sources
Frequently asked questions
Should I start with a written complaint?
Prepare a chronology and contact customer support in writing. Then check the relevant mediator’s eligibility rules; a report and a refund request are different procedures.