Should I report suspected rubber banding to the casino or a regulatory body?

As a customer of a licensed online casino who thinks she might have been the victim of rubber banding – that is, you’re on a roll, and then you lose – begin by sending an email to the casino’s customer service. They may investigate the activity on your account or explain how their software works. Only if the matter continues to cause concern – or if there is a feeling that the casino is not acting in good faith – should you contact the regulator. After all, regulators are there for your protection.

Reputable gaming jurisdictions such as the UKGC or MGA ensure that casinos in their jurisdiction respond appropriately to legitimate complaints. Complain to the authority, and you’ll not only be fighting for your own right; you will also become an ally of the operator, who is on the lookout for bad actors seeking to defraud them. Your report should be fact-based and include as much detail about your experience as possible.

But if you believe a game is rubber-banding, start by reporting it through a casino’s in-house dispute resolution mechanism; most operators have one. If that fails, or you prefer a third-party ruling, submit your claim to the local regulator (UKGC, for example, or MGA). These bodies ensure fair play and are responsible for investigating potential breaches. Make sure to keep records – screenshots showing when the game was played, for instance. I suspect you’re not being cheated, but if you’re convinced you’re right, don’t hesitate to speak out.

At a licensed casino, talk to the casino first – it is obliged to look into the matter. If you’re not happy with its answer or the site isn’t licensed, contact the local regulator (UKGC, Malta MGA, etc). While rubber banding isn’t usually deliberate in licensed casinos, it may still be worth reporting. Either way, take notes on when, where and how it happened.

First, contact casino customer support. They have an interest in ensuring that things are played straight. If you get no response from them, or think you’re being treated shabbily, go to the regulator (the UKGC or the MGA). The regulator can look into the matter and take action. However, be realistic. Start with the casino. Don’t make assumptions about malfeasance; maybe it’s just a technical glitch. But if this is clearly not the case, then go to the regulator.