Dispute Resolution

If you experience a disagreement with the operator—whether regarding account balances, bonus terms, or payment delays—the first step is to contact their customer support directly. Most casinos maintain dedicated channels for complaints and have processes to address disputes. Check the operator’s website for support contact information, response times, and escalation procedures.

What if customer support doesn’t resolve the issue?

The operator should publish details about their complaint-handling process, including how long they take to respond and what recourse you have if you disagree with their decision. Some operators belong to industry organizations or arbitration schemes that oversee dispute resolution. You can verify whether the operator is licensed and whether their regulator offers a complaint mechanism. Information about licensing and the applicable regulator appears on the operator’s own website.

Are gambling regulators in the United States?

The United States does not have a single federal regulator for online casinos. Instead, gambling is regulated by individual states. Some states license online casinos within their borders, while others prohibit them entirely. If you’re in a state where the operator is licensed, that state’s gaming authority may handle complaints and disputes. Readers in US states can research their state’s gaming regulator to understand what protections exist in their jurisdiction.

What help is available for gambling concerns?

If you’re struggling with gambling habits, confidential support is available through the National Problem Gambling Helpline, which handles calls, texts, and chat 24/7 at 1-800-MY-RESET. Another option is to contact Gamblers Anonymous, an organization offering peer support and recovery programs. Both services are free and can connect you with local resources, counseling, and self-help groups.

What can we do for you?

Our role is to provide independent information about the Polly brand. If you encounter an unresolved dispute, document all communications with the operator, keep records of transactions, and contact your state gaming regulator if you believe the operator violated licensing rules. If you’d like to share your experience or ask a question about the brand, reach out using the feedback form on our website.