A rating says which casinos are good. Complaints show what happens when something goes wrong: a blocked withdrawal, a bonus that was not credited, a verification that takes weeks. A site that follows such cases is a site players trust, and casinos take it seriously too. Revio has the whole complaint system built in.
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How a complaint moves
- A player files it with the form on the “File a complaint” page. A guest creates an account in the same form, and the complaint waits until the email is confirmed.
- It waits for your review. You get an email; nothing is public yet. You can fix the text before publishing: remove card numbers, personal data or insults.
- You publish it. The status becomes “Awaiting casino answer”, the answer deadline is set (3 days by default) and the player and the casino representatives get an email.
- The player, the casino representative and the editors talk under the complaint. Each side gets an email about new messages.
- You close it as “Solved” or “Closed”. The player gets an email and the result counts in the statistics of the casino.
Casino representatives
A casino can answer for itself. Give a user the role “Casino representative” and tick the casinos they speak for. Their messages are marked as the casino’s and shown in its color, and they get emails about new complaints and messages for their casinos. Only the author of the complaint, the representatives of that casino and your editors can write in a thread; the rule is checked on the server too.
Details that make it credible
- Categories: withdrawal, account blocking, bonus, verification, website issues, support or other.
- Disputed amount in the site currency.
- Answer deadline with a countdown, then “Answer overdue”.
- Solved in N days once the case is closed.
- Screenshots from the player, opened in a gallery.
Statistics on casino pages
Each casino page lists its complaints with the share of solved ones and the total disputed amount. Next to every complaint, the casino card shows the number of complaints, the solved share and how fast the casino answers on average. The comparison shows complaints too, so players see trust next to the bonus.
Not every site needs it
Complaints are a module. Turn it off in the settings and the pages, the form, the menu item and the statistics disappear completely; the complaints stay in the database and come back when you turn the module on.