The AskGamblers Casino Complaint Service /AGCCS/ is a turn-based process. Each party involved into the complaint process has 96 hours on its disposal to respond to the complaint. Of course, both parties as well as AskGamblers Complaints Team could respond to the complaint at any given time regardless of the current respond turn order. Each time when a response is posted the clock time is being reset, the reply order is changed accordingly and the other party as well as AskGamblers Complaints Team is notified automatically by email sent from our complaints system.
All parties involved into the complaints process receive automatically generated reminders by email. Our complaints system sends up to three reminders to the party which is in turn to respond if it didn’t do that within the given time frame of 96 hours. If one of the parties fails to respond within the given time frame then the case is being closed automatically and marked as Unresolved (if the casino operator didn't respond) or Rejected (if complainant didn't respond).
Submitter and casino rep have the right to request their case to be reopened up to two times. All they need to do is to contact our complaints team and state the reason for not being able to respond within the given time frame. AskGamblers complaints team has the right to refuse to reopen any case if the stated reason is considered as not justified enough.