CURRENT EDITION
UK guide · Safety & player rights
Building an evidence file for a bonus dispute
Good evidence makes a complaint easier to understand and reduces the need to reconstruct events from memory. Preserve facts while keeping account credentials and identity documents private.
- Create a chronology
- Save the right versions
- State a measurable remedy
Create a chronology
List the advertisement seen, acceptance, deposit, reward credit, relevant play, withdrawal request and response. Use dates and times where available. Put each event on its own line and attach the matching reference. A chronological record exposes gaps without requiring speculation about motive.
Save the right versions
Terms can change. Keep the version associated with acceptance, including its URL and visible date. Screenshots should preserve the surrounding heading and relevant context. A cropped sentence may omit an exception; a full page can help an investigator see how the condition was presented.
State a measurable remedy
Ask for a balance correction, explanation, release of identified funds or another specific outcome. Separate confirmed amounts from estimates. If your records are incomplete, say so. An honest uncertainty is more useful than an inflated claim that later distracts from the central issue.
Build an index another person can follow
Number the evidence items and refer to them in the chronology. For example, item one can be the accepted offer, item two the qualifying transaction and item three the disputed balance change. Keep filenames descriptive without including sensitive account data. If an image contains unrelated personal information, retain the original privately and prepare a redacted copy for the particular recipient. State when a record is a screenshot, downloaded statement or your own note; those are different kinds of evidence. A note written later can still be useful but should not be presented as a contemporaneous system record. This discipline helps an investigator distinguish confirmed events from your recollection and makes it easier to identify the one missing document that could resolve the issue.
- Use transaction identifiers and dates to connect each screenshot or statement to the specific allegation in the complaint.
- Preserve original files privately and disclose only the personal information required by the official recipient.
- Label estimates and recollections honestly rather than presenting reconstructed details as exact records from the account.
Worked example · hypothetical
A three-item bundle
An imaginary dispute concerns a missing £4 reward. The file contains the eligibility confirmation, qualifying transaction reference and empty reward ledger. Those documents directly address the issue. Unrelated screenshots of other offers add volume without explaining the missing credit.
Common questions
Should I post everything publicly to get attention?
No. Public sharing can expose personal data. Use the operator and designated dispute channels, sharing only the information each needs.
What is a useful next step if this feels unclear?
Pause the transaction or promotion. Write down the specific uncertainty and seek an answer through an official channel. If gambling itself is causing concern, contact independent support rather than trying another offer.
Sources & further reading
Read the source alongside the explanation. Rules and published terms can change; check the current official position where you live.
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