Light Casino complaints: the procedure and dispute resolution

Ask support first. If the answer does not put it right, make a formal complaint. If our final response still does not settle it, take the dispute to an independent body.

Keep to that order: an independent body may turn away a complaint that was never raised with us first.

First, ask support

A payment that has not arrived or a game that stopped mid-round can often be sorted out without a complaint. Contact support with the details listed there, and keep the reply or the chat transcript.

If you disagree with the answer, or none has arrived within 3 days, make a formal complaint.

Then, make a formal complaint

Email complaints@light-casino.biz and begin with the words “Formal complaint”, so it is clear what you are asking for. You can write in English, Polish, Finnish or Hungarian; we reply in the language you write in.

What to include

Your account: The email address it is registered with, and your full name as it appears on the account.
What support said: When you contacted support and what you were told.
What went wrong: What happened, when (date, time and your time zone), and any amounts involved.
Evidence: Transaction or game-round IDs, screenshots of the whole screen, and any emails you received about it.
What you are asking for: The outcome you want: a payment, a correction to your balance, or an explanation.

What happens next

1 Acknowledgement Within 2 days you receive confirmation that the complaint has arrived, with a complaint reference. Quote it in every later message.
2 Final response Within 14 days of receiving the complaint, you receive our final response in writing. If it does not resolve the complaint, it names the independent body you can take the dispute to. The ADR Directive requires this of a trader established in the EU (Article 13(3)).

Last, independent dispute resolution

If our final response does not settle the dispute, or the deadline passes without one, refer it to the Quellmont Dispute Resolution Service, an alternative dispute resolution (ADR) body. It is independent of Light Casino, and ADR is designed to be quicker and cheaper than court. When you apply, include our final response and your complaint reference.

ADR bodies approved in the EU, Iceland, Liechtenstein and Norway meet the standards of the ADR Directive (2013/11/EU). The European Commission lists them by country. The Directive covers disputes between a trader established in the EU and a consumer who lives in the EU (Article 2(1)).

What the ADR Directive guarantees

Where the Quellmont Dispute Resolution Service is an approved body on the European Commission’s list, the Directive guarantees:

Cost: Free, or a nominal fee, for the consumer (Article 8(c)).
Time: An outcome within 90 calendar days of the body receiving the complete complaint file, which can be extended for highly complex disputes (Article 8(e)).
A lawyer: Not required (Article 8(b)).
Your right to go to court: An agreement made before a dispute arose cannot take it away (Article 10(1)), and a time limit for going to court does not run out while the ADR procedure is under way (Article 12(1)).

What ADR can and cannot decide

It decides the dispute between you and us about your account: whether the Terms and the law were applied correctly, and what should be paid or corrected if not. Whether the outcome binds both sides depends on the body’s procedure; under the Directive, an imposed solution binds you only if you were told so in advance and accepted it (Article 10(2)).

An approved body may refuse a dispute that was never raised with us, is frivolous or vexatious, is before a court or another ADR body or already decided by one, is outside its value limits, or arrives after its time limit (Article 5(4)). It does not supervise our licence; that is the regulator’s job.

Telling the regulator

The Malta Gaming Authority (MGA) issued our licence and supervises how Light Casino operates. Report a concern through the MGA’s player complaint form when it is about the way we run the service: for example, if we do not follow our published rules, or do not answer a formal complaint at all.

For a payment or a balance correction, use the complaint and ADR route above.

Time limits

Complaining to us: Within 180 days of the event, as set out in section 11.2 of the Terms.
Applying for ADR: Within 12 months of our final response, as set out in section 11.3 of the Terms. Under the Directive, an approved body’s time limit for accepting a complaint cannot be shorter than one year from the date you submitted the complaint to us (Article 5(4)(e)).
Going to court: Set by the law that governs the Terms, the law of Malta.

Help from outside

Light Casino’s operator is based in Malta. If you live in another EU country, or in Iceland or Norway, the European Consumer Centre in your country can explain your rights and help you deal with us, free of charge.

The EU’s Online Dispute Resolution platform was discontinued on 20 July 2025, so links to it in older terms and conditions lead nowhere. The ADR rules above come from Directive 2013/11/EU; an amending directive, (EU) 2025/2647, will change parts of them once EU countries apply it.

Sources

Directive 2013/11/EU on alternative dispute resolution for consumer disputes: Articles 2(1), 5(4), 8(b), 8(c), 8(e), 10, 12(1) and 13.
Regulation (EU) 2024/3228: Discontinuation of the EU Online Dispute Resolution platform from 20 July 2025.
European Commission: list of ADR bodies: Approved bodies by country in the EU, Iceland, Liechtenstein and Norway.
European Commission: ADR for consumers: ADR as a faster, less expensive route than court.
European Consumer Centres Network: services: Free help with complaints against a trader in another EU country, Iceland or Norway.
European Parliament: revision of the ADR framework: Directive (EU) 2025/2647, published on 30 December 2025.

Sources consulted 13 September 2026.

Written by Light Casino · Last reviewed 14 September 2026