Anjouan casino complaints: the operator, ADR and the authority

For a casino or sportsbook licensed in Anjouan (Union of the Comoros), complain to the operator first, through the complaint function reached from its interactive licence seal. Raise game-outcome disputes within 14 calendar days of the session and account disputes (payments, suspensions, bonuses) within 30 calendar days. The operator must respond within 30 calendar days. If it does not resolve the complaint, you can escalate to an ADR provider approved by the authority, and the operator pays for it. The authority does not handle, mediate or decide player complaints (Anjouan complaint policy, page modified 10 May 2026, checked October 2026).

Who regulates Anjouan-licensed sites?

The authority at anjouangaming.com describes Anjouan as a constituent territory of the Union of the Comoros and says it administers and supervises internet gaming licences under legislation adopted in 2005, including the Anjouan Computer Gaming Licensing Act (overview). Our guide to the Anjouan gaming licence explains the licence types and what a licence does and does not cover.

Before you complain, confirm the licence yourself on the authority's Verify a Licence page. You can search by licence number, company name or operational domain; search the domain you actually used. The authority says a verification confirms licensing and status only and is not an endorsement of the operator.

Step 1: complain to the operator

The authority's complaint policy says complaints must go to the operator first, through the complaint function accessed via the operator's interactive site seal, and that other channels may not be accepted. Use that route even if you have already talked to live chat, and keep copies of everything you send.

Dispute type	Raise it with the operator within (Anjouan policy, as of October 2026)
Game outcome	14 calendar days from the session
Account dispute: payments, suspensions, bonuses	30 calendar days

The operator must investigate and respond within 30 calendar days. All complaints and ADR communications must be in English, according to the policy.

Build your file before you write. Our gambling complaint evidence checklist lists what to save. If the problem is a withdrawal that has not arrived, read what to do when a casino won't pay out first.

Step 2: escalate to an approved ADR provider

ADR, alternative dispute resolution, means an independent body that reviews a dispute without going to court. Under the Anjouan rules (as of October 2026):

The authority's licence conditions require each licensee to designate an authority-approved ADR provider and give its name and contact details in the player-facing terms and conditions.
The complaint policy makes ADR participation mandatory for licensed operators, and says the operator bears the cost.
You can escalate if the complaint is not resolved within 30 days. The provider entries on the authority's ADR page also allow escalation where the operator has not responded within that period.

The authority's authorised ADR providers page (modified 11 May 2026) lists EGIS ADR, Axion ADR, iGaming ADR and CADRE B.V. We do not rank them. Use the provider named in your operator's terms, and check that name against the authority's list. The authority's page summarises each provider's rules as follows (as of October 2026):

Provider	When it may refuse a complaint	Decision and appeal	Fees	Language
EGIS ADR	Submitted more than 12 months after the operator told you the matter could not be resolved	Issues a "final determination"; either party may appeal within 7 days of notification	Operator pays a one-time fee per accepted case	You may submit in your own language; proceedings in English
Axion ADR	Submitted "outside a reasonable timeframe" (no fixed limit given)	Both parties may appeal, subject to conditions	No fees to consumers	Complaints must be in English
iGaming ADR	Not submitted within its specific time frame (not stated on the authority's page)	Either party may request an appeal where its rules permit	No fees to consumers	You may submit in your own language; proceedings in English
CADRE B.V.	Not submitted within 12 months of the operator telling you it could not resolve the matter	Binding on operator and player unless agreed otherwise beforehand; no appeal described	Subscription packages for operators; no consumer fee mentioned	You may submit in your own language; proceedings in English

Check the chosen provider's own rules before you submit, because they may add detail the authority's summary leaves out.

What the Anjouan authority will and will not do

The complaint policy is direct: the authority does not handle, mediate or adjudicate player complaints, and will not correspond on the merits of individual disputes. Its role is regulatory oversight, including whether operators keep a working complaints process.

The policy also lists complaints that fall outside the process:

complaints from players in excluded territories (the policy does not name them);
claims not related to licensed gaming activity;
complaints escalated before the operator's 30-day period has ended;
commercial disputes, such as contracts, affiliates, intellectual property and domain names.

What the authority can do is act against the licence. The licence conditions say a breach may lead to additional conditions, suspension or revocation, and the enforcement policy lists compliance notices, administrative penalties, suspension and revocation. Neither page says the authority can order an operator to pay a player.

What time limits apply?

Stage	Time limit (Anjouan authority pages, as of October 2026)
You raise a game-outcome dispute	14 calendar days from the session
You raise an account dispute	30 calendar days
Operator responds	30 calendar days
You escalate to ADR	After 30 days unresolved; check the provider's own deadline
ADR decision	No timeline set by the authority; see the provider's rules

What should your complaint include?

Give your account username, the site's domain, the licence number from the footer, dates and times, the amounts, bet or game round IDs and a short description in date order. Attach screenshots and the operator's messages. Our guide on how to write a gambling complaint timeline shows a layout ADR reviewers can follow quickly.

Can your bank or card provider help?

Possibly, but do not rely on it. A chargeback is a card-scheme process. The UK's Financial Ombudsman Service says you usually have around 120 days to raise one about goods or services (sometimes longer or shorter), that rules differ between Visa, Mastercard and American Express, and that a bank "doesn't have to raise a chargeback" (FOS).

Our interpretation, not the Ombudsman's: a chargeback is unlikely to fit bets that were placed and settled normally, and it does not apply to a crypto transfer, which is not a card payment. If a payment was taken without your permission, treat it as fraud and contact your bank at once. Our guide on whether you can get money back from an online casino covers refunds and chargebacks in more detail.

What if you are in Great Britain, Ontario, Alberta or a US state?

An Anjouan licence does not authorise a site to serve you there, so you have none of your local regulator's protections or its approved dispute services:

Great Britain: the Gambling Commission says any business providing remote gambling to consumers in Great Britain needs its licence (UKGC). It does not decide individual disputes, but you can report unlicensed gambling through its confidential Tell us something in confidence service; it will not give you feedback.
Ontario: iGaming Ontario says a site is authorised only after AGCO registration and an operating agreement with iGO (iGO).
Alberta: the regulated market opened on 13 July 2026; operators must register with AGLC and sign a contract with the Alberta iGaming Corporation (Canadian Gaming Business).
US states: in Michigan, for example, only operators licensed by the Gaming Control Board may legally offer online gaming (MGCB).

If the operator's terms list your country as restricted, your complaint may also fall outside the Anjouan process as an excluded territory. Compare the regulated routes on our complaints hub, or see the sibling pages for Curaçao-licensed and Malta-licensed sites.

What if the site is not really Anjouan-licensed?

Under the authority's seal policy, the seal must link directly to the licensee's verification page in the public register, may not be modified, and may not be used on domains the licence does not cover. If the seal opens a page on the casino's own domain, or the register does not show your domain, the Anjouan complaint and ADR route may not apply. The authority advises contacting it directly when the register does not return the expected result.

When should you stop and get help?

Stop depositing while a complaint is open. Be wary of anyone who contacts you offering to recover money for a fee or asking for your login; under the authority's policy the operator, not you, pays for ADR. Hub of Luck cannot recover funds or influence any operator, ADR provider or regulator. Our guide on why people who have lost money are often contacted again explains these approaches. If you have self-excluded elsewhere, or the dispute is about money you could not afford to lose, our safer gambling page lists free support and blocking tools.

In practice

Verify the licence on anjouangaming.com by searching the domain you used.
Complain through the seal's complaint function within 14 days (game outcome) or 30 days (account dispute).
Wait up to 30 calendar days for the operator's response, and keep every message.
If unresolved, find the ADR provider named in the operator's terms and check it against the authority's list.
Submit one complete, English-language file with your timeline and evidence.
Ask your bank about a chargeback only for card payments, and report unauthorised payments as fraud.

Questions people ask

Can I email the Anjouan gaming authority to get my withdrawal paid?

You can contact the authority, but its complaint policy says it does not handle, mediate or adjudicate player complaints and will not correspond on the merits of individual disputes. A report of a possible licence breach may still be useful to it, but it will not decide who is owed the money. Use the operator's process and then an approved ADR provider.

What if I missed the 14-day or 30-day window?

Complain anyway, in writing, and keep the reply. The authority's policy sets those windows for raising a dispute with the operator, so a late complaint may be refused, but the operator can still choose to look at it. Say why you were late if there is a reason, such as the operator not answering earlier messages. Do not invent dates; ADR providers compare your timeline with the operator's records.

Is the ADR decision binding on me?

It depends on the provider. On the authority's list, CADRE says its decisions bind the operator and the player unless they agreed otherwise beforehand. EGIS ADR allows either party to appeal within seven days, and Axion ADR and iGaming ADR allow appeals under their own conditions. Read your provider's rules before you submit.

Does the operator's licence seal prove the complaint route applies?

Not on its own. Under the authority's seal policy the seal must link to the licensee's page in the official public register and may only be used on domains the licence covers. Click it, confirm it opens anjouangaming.com and not a page on the casino's domain, and check the domain and status match. A copied or fake seal gives you no access to the Anjouan complaint or ADR route.

Sources

Facts checked 15 Oct 2026. Compliance review 15 Oct 2026.

Hub of Luck is an independent guide, not an operator, regulator or law firm. Spotted an error? We correct within 48 hours. Editorial policy · How we test · How we make money