Complaints and disputes: from live chat to the regulator
By Kristaps Birznieks · updated October 2026
Most disputes can be settled with the operator's support team if your question is clear and backed by evidence. If that fails, the complaint has to be made in writing. For an operator licensed in Latvia, the supervisor is VID; elsewhere it is the regulator that issued the licence. Here is the order to follow.
Step 1: customer support
Start with live chat or email. Describe the problem briefly: what happened, when, the amount, which table or bet slip. Attach screenshots. Save the conversation. Many problems are technical or linked to verification and get solved at this stage. How to prepare is described on the support page.
Step 2: a written complaint to the operator
If support does not solve the issue, file a formal complaint. Many operators describe a separate complaints procedure in their terms, with an address and a response deadline. In the complaint, include:
- your account identifier (never your password);
- what the dispute is about and the outcome you want;
- dates, amounts, the table name and round number or the bet slip number;
- a reference to the specific clause in the terms, if there is one;
- the earlier conversation with support.
Step 3: the regulator
If the operator is licensed and the complaint remains unresolved, you can turn to the regulator. In Latvia, gambling supervision has been carried out by the State Revenue Service (VID) since 1 April 2026. Before you do, confirm the operator really is in the regulator's list of licensed organisers. If it is not, the regulator cannot help in that specific dispute, which is why checking the licence before you play matters so much.
Typical disputes and what to prove
| Situation | What to prove |
|---|---|
| A live round was settled wrongly | Table name, round number, time, screenshot |
| The connection dropped mid-round | Time, the table's disconnection rule |
| A bet was settled wrongly | Slip number, market rules, official result |
| A withdrawal is delayed | Request date, status, verification messages |
| A bonus was cancelled | Bonus terms at activation, betting history |
The specifics of betting disputes
Betting disputes are often decided by the market rules: does a hockey market include overtime and the shootout, does a basketball market include overtime, how is a tennis bet settled if a player retires? Before complaining, find the rules for that market. Our explanations: hockey betting, basketball betting and tennis betting.
What not to do
- Do not dispute a card payment with your bank as fraud if you made it yourself; that can get your account closed.
- Do not open a new account to "get around" the dispute.
- Do not use abusive language; it slows the resolution down.
How long to keep evidence
Keep conversations, screenshots and payment confirmations at least until the dispute is finally closed. In live table disputes the round number and time are worth more than any description, because the operator can check the video recording and round history. In betting, the slip number and acceptance time matter most.
Us and complaints
We are not the operator and cannot resolve a dispute on your behalf. If something described on our site does not match reality, write to info@casino-klondaika.com. How we work is explained on the about us page.