Unpaid, delayed, or unfairly confiscated money has been returned through the service
A record breaking $10.73m in delayed, unpaid, or unfairly confiscated funds were returned to players through AskGamblers Casino Complaint Service (AGCCS) in 2025.
AGCCS, owned by Gentoo media, has helped thousands of players retrieve their money from affiliate programmes, online sportsbooks, and casinos, its report confirms.
This is a significant change from the previous year, which saw nearly $6.9m returned – although this was a decrease from 2023, which saw just over $9m back in consumer pockets.
“While our site in the English language is working like a well-oiled machine and players are familiar with the complaint process, we’ve received more complaints in other markets,” said Petar Mitrovic, content editor at AskGamblers.
“For the first time ever, we’ve crossed a $1 million mark, returning exactly $1,203,007, spread across different languages.”
The complaints process spans across English, German, Italian, Spanish, and Portuguese speaking territories – with the English language nations receiving the most complaints. The Japanese site was closed in 2025, and complaints from the market are no longer received by AGCCS.
The affiliate programme complaints reached a success rate of 56.95% – an increase of 42.5% on 2024. However, this was a low percentage of the overall complaints, with only 79 cases relating to affiliate programmes, meaning 45 were resolved. This translated into $65,464 – the second best result behind 2024’s $87,103.
This is below the average, with resolved complaints sitting at 68% of all accepted cases. A total of 3,779 cases were resolved in 2025, with 1,492 of these against casinos and sportsbooks.
The daily average for recovery, sat at $25,918, making a weekly average of $181,925 – with the average recovery per complaint at $1,740. The average time to process complaints was 265 hours.
The most common complaints from players contacting AGCCS were with payment issues, with 3,647 cases stemming from payment disputes. This is followed by deposit issues (1,017), account issues (322), software problems (83), and bonus complaints (74).
“Each year, more players come to us for help and it’s fascinating to see what our team can do,” said Dijana Radunović, general manager at AskGamblers.
“In 2025, we focused a lot on reducing the number of rejected complaints by making the process easier for players and the first results already show. We will continue to refine our processes and establish AskGamblers as the best mediator between operators and players.”
