Dispute Resolution

Vivaspin publishes a complaints procedure on its own site — read it first and follow the exact steps and the exact email address given there. Deviations give the operator a procedural ground to close the complaint without reviewing the substance. If the published procedure cannot be found or does not respond, that itself is a point to raise with the ADR body.

The operator has eight weeks under UKGC licence conditions to issue a final response before you can escalate externally.

If something goes wrong with your Vivaspin account — a bonus you believe was wrongly denied, a withdrawal that is taking longer than published terms suggest, a verification request that feels disproportionate — write first to Vivaspin support in writing. Not live chat, where logs disappear when the window closes, but email with a clear subject line.

Keep every reply. If the operator's response does not resolve the issue inside the published complaint window, escalate as described below.

UK-licensed operators must offer free Alternative Dispute Resolution through an approved ADR body. For Vivaspin the current ADR body is listed in the operator's own complaints page — check it there, as operators switch providers from time to time.

Common approved ADR bodies in the UK gambling sector are IBAS (Independent Betting Adjudication Service) and eCOGRA. Both accept complaints after the operator's eight-week window closes, review the evidence, and issue a decision that the operator is contractually bound to accept.

Before you escalate, assemble: your Vivaspin account username, the registration date, the dates and amounts of the disputed transactions, the full chain of support emails, and any screenshots of chat conversations where the issue was discussed. Save them as PDFs or image files, not as text pasted into an email body — ADR bodies and the Gambling Commission ask for original artefacts.

Clean up the file names so the chronology is obvious: "2026-03-14-support-reply-1.pdf" beats "scan03.pdf".

We cannot force an operator to pay out, lift a wagering clause, or reverse a verification decision. What we can do is listen to your side, read the correspondence, and publish an update to our review if the dispute reveals a systemic issue affecting other readers.

If several complaints about the same clause arrive within a short period, we open an investigation, approach the operator for comment, and update the review with the findings — including the operator's response or their silence.

The regulated path has fixed timers. You give the operator the full eight weeks under their published procedure. If the final response is unsatisfactory or no response arrives by the deadline, you have six months from the date of the final response (or the deadline) to open a case with the ADR body.

ADR decisions typically arrive 60 to 90 days after you submit a complete case file. Keep every acknowledgement and reference number along the way.