Complaints

ADR bodies

If an operator-side complaint remains unresolved after the operator's own procedure, you can escalate to the alternative dispute resolution body attached to the operator's licence. For Curacao-licensed operators the ADR path is listed on the operator's responsible-gaming page; for operators licensed in the UK, the UK Gambling Commission maintains a public list of approved ADR providers at gamblingcommission.gov.uk. ADR submissions are free to the player, binding on the operator, and typically concluded within eight weeks. Keep copies of all operator-side correspondence, screenshots of the account page at the time of the dispute, and any support-chat transcripts; ADR bodies rely on documentary evidence rather than reconstruction. When you contact an ADR body, keep in mind that the body's role is to apply the terms of service and the rules of the licensing jurisdiction, not to rewrite them. If the operator's terms allowed the operator to take the action you are disputing, the ADR body will side with the operator even when the outcome feels unfair. Reading the terms carefully before escalating is the single most useful piece of preparation; it is also the step most often skipped.

Operator complaints

This procedure covers complaints about the information published on this site. It does not cover disputes with RUMMYES itself — a bet that was voided, a bonus that was clawed back, a withdrawal that was delayed. Those complaints go directly to the operator's support channels (live chat first, then email), and if unresolved to the operator's licensing authority. We will not intervene in a dispute between a player and the operator, we will not act as an intermediary, and we cannot change the outcome of an operator-side decision. The reason is practical: we are not a regulator and we have no leverage with the operator's compliance team. One narrow exception: if you have raised an operator-side complaint and the operator has gone silent, we are happy to confirm whether we have observed the same silence from other readers in the same window. We will not represent you, but a quiet 'yes, we have seen this too' can be useful when deciding whether to escalate to the licensing authority. Requests of this kind go to the editorial inbox with the subject OPERATOR-ECHO and a short description of the issue.

What we can do

If the complaint is a factual error — a figure wrong, a term misquoted, a link broken — we correct the page the same working day whenever possible, log the correction at the bottom of the page with a timestamp, and send a short reply explaining what we found and when the correction went live. If the complaint is a misleading omission — a restriction we failed to mention, a condition that qualifies a claim we published — we treat it with the same priority as a factual error. If the complaint reveals a systemic issue affecting several pages, we fix the whole set in one pass rather than one page at a time. We do not close a complaint silently; even submissions we decline receive a written reply explaining why. We also publish a quarterly summary of complaints received, grouped by category, with the share resolved and the median turnaround. The summary does not identify individual complainants and does not quote individual submissions, but it does include the full count broken down by type (factual, omission, link, tone) and the resulting corrections. Readers can audit our responsiveness over time without having to request a copy of the private correspondence log.

How to complain

Write to the editorial inbox listed on the Contact page. Use the word COMPLAINT in the subject line. Include the URL you are writing about, a one-paragraph description of what you think is wrong, and — if you can — a screenshot or a link to the authoritative source we should have used. We log every submission with a timestamp, we acknowledge within one business day, and we treat 'figure out of date' submissions with the same priority as outright factual errors. Submissions in Hindi or any Indian regional language are accepted and are machine-translated for triage; our reply will be in English with a copy in the original language on request. You do not need to be the party affected to raise a complaint on behalf of someone else; a sister, a friend, a reader who stumbled across a page you were not looking for — any of these submissions is treated the same way as a first-person one. We do not require registration, we do not require an account, and we do not require a phone number. An email address that reaches a human mailbox is all we need, and even that can be a disposable address if you want to retain anonymity after the first exchange.