Our commitment to you
At Mythoswin, we want every player to feel treated fairly. If something has not gone as expected — a delayed withdrawal, a bonus that did not credit, or a decision you disagree with — we want to hear about it. Every complaint is logged, reviewed by a member of our complaints team who was not involved in the original issue, and answered in writing.
Many questions are solved in minutes by our live chat team, so it is often worth starting there. If the answer does not settle things, simply tell the agent you would like to make a formal complaint and it will be escalated.
How to make a complaint
You can raise a formal complaint in two ways:
- Live chat — available 24/7 from any page of the site or app. Say clearly that you wish to make a formal complaint.
- Complaints form — found in the help centre and on our support page. Choose Complaint as the subject so it reaches the right team.
We do not take complaints by phone, as we do not run a phone line. Using chat or the form also means you have a written record of everything.
What to include
The more detail you give, the faster we can resolve it. Please include:
- The email address registered to your Mythoswin account (never your password).
- A short summary of what happened and when.
- Any relevant transaction IDs, game names, round IDs or bonus names.
- Dates and times, as precisely as you can.
- Screenshots or documents that support your case.
- The outcome you would like — a refund, a re-credit, an explanation or something else.
A template you can use
Subject: Formal complaint — [short description]
Hello Mythoswin complaints team,
I would like to make a formal complaint about [the issue]. On [date] at around [time], I [describe what you did, e.g. requested a withdrawal of £X to my Skrill account / opted in to the welcome bonus]. Since then, [describe what went wrong].
Relevant details: transaction or round ID [ID], payment method [method], amount [£X].
I have attached [screenshots / documents]. To resolve this, I would like [your preferred outcome].
Please confirm you have received this complaint.
Kind regards, [Your name] — [registered email address]
Our timelines
| Stage | What happens | Time frame |
|---|---|---|
| Acknowledgement | We confirm receipt and give you a reference number | Within 48 hours |
| Investigation | Our complaints team reviews records, game logs and transactions | Ongoing, with updates if we need more information |
| Final response | A written decision explaining our findings and any remedy | Within 8 weeks at the latest |
| Escalation | You may take the matter to an independent ADR provider | After our final response, or once 8 weeks have passed |
Most Mythoswin complaints are resolved well within the eight-week limit — many within a few days.
If you are not happy with our final response
If you disagree with our decision, or eight weeks pass without a final response, you can refer your complaint to an independent Alternative Dispute Resolution (ADR) provider. Our final response letter names the ADR service we use and explains how to contact it.
Key points about ADR:
- It is completely free for you.
- The ADR provider is independent of Mythoswin and reviews the case impartially.
- We abide by the ADR provider’s decision.
The role of the Gambling Commission
Mythoswin is licensed and regulated for players in Great Britain. The Gambling Commission sets the rules all licensed operators must follow, including how complaints are handled. You are welcome to tell the Commission about your experience, as this helps them monitor operators. However, the Commission does not resolve individual disputes or award compensation — that is the role of the ADR provider.
Common complaint types and how we handle them
Withdrawals
Most payouts are approved in under 3 hours. Delays usually happen when verification is incomplete, a bonus still has wagering outstanding, or the request exceeds our limits of £5,000 per day or £30,000 per month. Withdrawals go back to your deposit method where possible. Check your account notifications first; if the cause is not clear, contact us with your transaction ID.
Bonus terms
Questions often relate to wagering or maximum stakes. Our welcome bonus carries 10x wagering on the bonus amount within 30 days, and the maximum bet while wagering is £5 per spin (£2 for players aged 18–24). Slots count 100% towards wagering; live casino and game shows count 10%. Our terms and conditions set out every rule in full.
Verification
UK rules mean we must verify your age and identity before you deposit or play, and we may ask for source-of-funds information at higher levels. If you feel a request is unclear or taking too long, tell us — we will explain exactly what is needed and why. Proof of address must be dated within the last three months.
Account closure or restriction
If we restrict or close an account, we will explain the reason as far as the law allows. If you believe the decision is wrong, you can complain in the usual way. Any balance owed to you will be returned in line with our terms.
Getting support beyond complaints
If your concern is about your own gambling rather than our service, please reach out for help. Our responsible gaming page lists every safer-gambling tool we offer, and the National Gambling Helpline is free and open 24/7 on 0808 8020 133.
100% up to £300 + 100 Free Spins
New GB players · min deposit £10 · 10x wagering · 18+ · Full T&Cs apply
18+ only. Please gamble responsibly — free, confidential advice is available at BeGambleAware.org.