How do I resolve a dispute with a New Jersey online casino?

There are many avenues you can take to resolve a dispute, but start by contacting their support.

If you’re playing on an online casino site, and take issue with something that the operator has done (or didn’t do) there are many ways you can work with the online casino or the NJ Division of Gaming Enforcement (DGE) to resolve the issue.

Because legal NJ online casino sites are governed by the DGE, by law, NJ-based sites must do everything in their power to resolve player disputes. If players aren’t satisfied with the resolution, they can ask the DGE to step in to ensure a fair solution.

What are the first steps I should take if I have a complaint?

When you have a complaint, you should first contact the site via its support channels.

Why? Because NJ online casino support teams are trained to tackle a variety of player issues. Most of the time, you’ll find that your problem can and will be sorted out, without the need for a formal dispute.

Ok, so how do you access support? On Golden Nugget Casino, you’ll do this:

  • Navigate to from your desktop or Android/iOS powered device.
  • If you’re on a mobile device, find the top-bar, and click “Help.” Alternatively, if you’re on your desktop, click on the “My Support” icon, located on the right-hand side of the screen on the desktop.
  • A pop-up will open, displaying the support methods, and how to make contact. Handy links to Live Chat and Email support are provided.
  • Email or chat with the support team to begin working on solutions together.

And that’s it. The process will vary slightly from site to site, but overall NJ online casino support channels are easy to find and access.

What are my options for contacting support?

Typically, there are three options:

  • Phone: Talk to a representative on the phone.
  • Live Chat: Chat directly with an on-call agent via a built-in site messenger.
  • Email: Contact the customer service team via email.

Many sites, including Golden Nugget Casino and Virgin Casino, offer phone and Live Chat support 24 hours a day.

If you have to email the operator, most customer support teams will respond to your email inquiry within 24 hours or less.

Contacting customer support should be your first line of defense whenever there is an issue. Don’t be shy about using this resource.

My issue remains unresolved, what next?

If you don’t feel satisfied with the resolution, it’s time to file a formal dispute with the site. On Golden Nugget Casino, this entails sending an email to support at [email protected] with the subject line “Complaint.”

In the body of the email, it is recommended that you explain the issue, and list the steps taken thus far to resolve the conflict.

You may want to include screenshots of your chat or email logs to help expedite the process.

What do I do if I still have a dispute with a regulated online New Jersey casino?

If after filing a formal complaint with a NJ online casino operator, you still feel like the problem isn’t solved, it may be time to ask the DGE to step in.

Before this can happen, you must first receive a response from the casino license permit holder regarding your complaint.

Next, it’s up to you to file a dispute form. This straightforward form can be downloaded from here. On this page, you’ll also find more details pertaining to the dispute resolution process.

Accompanying the form, you will provide a copy of the original complaint filed with the NJ online casino site in question, and the response that led to filing the dispute form.

In the instance that you have questions regarding the process and/or form, feel free to contact the DGE via one of the two contact methods:

What happens if a NJ online casino site closes?

Recognizing the importance of player fund protection, the NJDGE crafted regulations to ensure that NJ online casino players would never lose their account balances, even if the online casino shuts down.

How did they achieve this?

A casino license is required by law to maintain a NJ bank account separate from all other operating accounts, with an outstanding balance equal to or greater than the sum of all cashable player balances.

In order to ensure that NJ online casinos are playing by the rules, the casino controller must file a monthly statement to the DGE illustrating that the funds are safeguarded.

This means that if a site does cease operations, players can be assured that the operator has enough cash on hand to pay them back, down to the very last penny.

But don’t take our word for it — let’s look at a real-life example.

Ultimate Gaming closes its doors in New Jersey

Ironically, the closure of Ultimate Gaming back in September 2014 proved to be one of the most powerful arguments for regulation.

Ultimate Gaming, which operated UCasino and Ultimate Poker in New Jersey, struggled from the beginning. Not only did it lack the brand recognition of some of the industry’s heavy hitters, but its proprietary software wasn’t as good as its competitors.

The final nail in the coffin was when its online gambling partner, Trump Taj Mahal, filed for Chapter 11 bankruptcy protection

When Ultimate gaming announced it was pulling out of the New Jersey market, there were some initial fears that the site wouldn’t be able to refund its players.

That notion was quickly dispelled, because almost immediately, the operator sent out a notice to players, detailing how they could cash out their funds from the site.

Players were given a week to request a cashout. However, even those that missed the deadline were still able to cash out. Since Ultimate Gaming worked closely with the DGE to ensure a smooth transition, all player balances — even if they were just a few pennies, were refunded in full.

Without the oversight and guidance of the DGE, who knows how it would have all worked out. However, with their help, every player was able to get the money owed to them. Ultimate Gaming’s closure and the actions they took to cash out players is a testament to the system created by the New Jersey Department of Gaming Enforcement for NJ online casinos.