Escalation Ladders Vary Widely for Crypto Casinos

The complaint process for crypto casinos varies greatly depending on their licensing regime. The three rungs of escalation are operator support, internal complaints process, and external escalation, with the latter being the most effective but also the rarest.

Operator support handles most issues, but only resolves a small number of cases. Internal complaints processes exist for some operators, but their effectiveness depends on the regime's requirements. External escalation is where the complaint route has real teeth, with an approved dispute scheme issuing binding decisions.

The strength of the external escalation process varies greatly depending on the licensing regime. In the UK, licensees must belong to an approved alternative dispute resolution scheme, which issues binding decisions. In Malta, a player support function provides a route to a regulator that can act on complaints.