Overview of the IBAS and eCOGRA Complaint Process
When you play at an online casino, disputes can occasionally arise over winnings, game fairness, or payment delays. At Spinpolo, players benefit from two independent dispute resolution bodies: IBAS (Independent Betting Adjudication Service) for general complaints and eCOGRA for technical fairness disputes. This guide walks you through each step, from filing a claim to receiving a final ruling, so you know exactly what documents to prepare and how long each stage typically takes.
Internal Resolution Before Escalation
Before escalating to IBAS or eCOGRA, you must first lodge a formal complaint with Spinpolo casino’s customer support team. Go to the “Contact Us” section and submit your issue via email or live chat, including your username, bet ID, date, amount, and a clear description of the problem. Common issues include disputed RTP on slot games, delayed withdrawals via bank transfer or Skrill, or misinterpreted bonus terms for a Spinpolo bonus. The casino has 8 weeks (56 days) to respond under UKGC guidelines; most disputes are resolved within 7-14 days. Keep a copy of all correspondence, screenshots of game history, and your account statement.
Filing an IBAS Complaint
If Spinpolo does not resolve your complaint within 8 weeks or you are unhappy with their final decision, you can escalate to IBAS. You must register on the IBAS portal and submit the following:
- Your IBAS account details and a signed complaint form
- Full correspondence history with Spinpolo casino (emails, chat logs, reference numbers)
- Evidence of the disputed transaction (deposit receipt, bet slip, withdrawal request confirmation)
- Relevant terms and conditions from the promotion (e.g., wagering requirements for a Spinpolo no deposit bonus)
IBAS typically acknowledges your case within 2 working days and issues a ruling within 8-12 weeks. Their decision is binding on the casino but not on you, so you may still pursue legal action if dissatisfied.
eCOGRA Dispute Process for Game Fairness
If your complaint concerns the fairness of a specific game—such as an alleged error in RTP, a malfunction, or a denied jackpot—you can submit a request to eCOGRA. This body reviews independent technical audits of the random number generator (RNG) and game logic. You must provide the game name, provider, timestamp, and a description of the malfunction. eCOGRA will request game logs from the provider and typically responds within 30 days. If a fault is found, Spinpolo must recalculate your winnings. This route is especially useful if you used a Spinpolo promo code to enter a tournament and suspect the outcome was manipulated.
Timelines and Common Pitfalls
| Step | Action | Typical Timeframe | Common Problem |
|---|---|---|---|
| 1 | Complaint to Spinpolo support | 7–14 days (max 8 weeks) | Missing bet ID or screenshots |
| 2 | IBAS complaint submission | 2 working days for acknowledgment | Incomplete correspondence history |
| 3 | IBAS adjudication | 8–12 weeks | Lack of signed complaint form |
| 4 | eCOGRA technical review | Up to 30 days | Incorrect game timestamp |
| 5 | Final ruling and payout | 7 days after decision | Bank transfer delays due to bank holidays |
After the Ruling – Payouts and Prevention Tips
Once IBAS or eCOGRA issues its decision, Spinpolo has 7 days to comply. Payouts are made via the same method you used for withdrawal (typically bank transfer, Skrill, Neteller, or cryptocurrency). If you won a Spinpolo free spins promotion that was unfairly rescinded, the casino must credit the equivalent cash value. Should the casino fail to pay, IBAS can revoke its certification, and you can escalate to the UK Gambling Commission. Always check your account within 10 days of the ruling and contact support if the funds are not reflected. To minimize future disputes, save every email, take screenshots of game sessions, read full bonus terms, and stick to one withdrawal method.