Mythoswin operates under a UK gaming licence, which means it must run a fair complaints procedure with fixed time limits and offer free access to independent dispute resolution. This page sets out that procedure as it applies to UK players, with a template and an evidence list to keep the process efficient.
The complaints process at a glance
| Step | What you do | Timescale |
|---|---|---|
| 1. Contact support | Raise the issue via live chat or email with full details | Live chat reply under 2 minutes; email within 24 hours |
| 2. Formal complaint | Ask for the issue to be logged as a formal complaint | Acknowledged within 48 hours |
| 3. Final response | Mythoswin investigates and sends its final decision | Within 8 weeks |
| 4. ADR | Escalate to the ADR provider named in Mythoswin’s terms | After the final response, or after 8 weeks with none; free |
| 5. UKGC report | Report regulatory concerns (not individual disputes) | Any time |
Step 1: Contact customer support
Most problems, such as a delayed withdrawal, a missing bonus or a disputed game round, are fixed at this stage. Contact Mythoswin customer service by live chat (24/7) or email and give:
- your account username
- the date and time of the issue
- the game round ID or transaction ID
- screenshots of any error message or balance
Be specific about the outcome you want, for example “release the £150 withdrawal” or “credit the missing free spins”. See contacting customer support for tips on getting a quick answer.
Step 2: Log a formal complaint
If the first answer does not resolve the issue, ask the agent in writing to log it as a formal complaint. Use those exact words. Mythoswin must acknowledge a formal complaint within 48 hours and then issue a final response within 8 weeks. Ask Mythoswin for a complaint reference number and keep it for all later messages.
Complaint template
You can copy and adapt this wording for chat or email:
Subject: Formal complaint – [username]
Please log this as a formal complaint.
- Account username: [username]
- Date and time (UK): [dd/mm/yyyy, hh:mm]
- Transaction or round ID: [ID]
- What happened: [two or three factual sentences]
- What I have already done: [e.g. live chat on dd/mm, reference if given]
- Outcome I am asking for: [e.g. payment of £X, correction of balance]
I have attached screenshots. Please confirm receipt and provide a complaint reference.
Evidence to keep
Mythoswin complaints and ADR cases are decided on records, so keep these from the start:
- Screenshots of error messages, balances and the cashier history
- Live chat transcripts (request a copy by email at the end of each chat)
- Emails to and from support, with dates
- Round IDs from game history and transaction IDs from the cashier
- Bank or e-wallet statements showing deposits and payouts
- A copy of the bonus terms or promotion page as it was when you opted in
Step 3: Escalate to ADR
If you disagree with the final response, or 8 weeks pass without one, you can refer the complaint free of charge to the independent Alternative Dispute Resolution (ADR) provider named in Mythoswin’s terms and conditions. In the UK this is commonly IBAS. Check the terms and conditions for the provider that applies to your account. ADR providers normally expect you to have completed the operator’s own process first.
What ADR can and cannot do
| ADR can | ADR cannot |
|---|---|
| Review evidence from you and Mythoswin impartially | Rule on complaints that skipped the operator’s process |
| Decide whether terms were applied fairly | Change the licence conditions or UK law |
| Recommend or require a payment or correction | Deal with matters already decided by a court |
| Resolve disputes about game outcomes, bonuses and payments | Punish the operator or impose fines |
Step 4: Report regulatory concerns to the UKGC
The UK Gambling Commission does not resolve individual disputes. It does accept reports about possible licence breaches, such as unfair terms, misleading promotions or safer gambling failures. You can also check that the licence number shown in the Mythoswin footer matches the UKGC public register.
Keeping the tone factual
Mythoswin complaints move faster when they stay factual and polite. Stick to dates, amounts and IDs, keep each message short, and keep the whole conversation in one thread using your reference number. If the dispute is causing stress or is linked to gambling harm, the support options on the responsible gambling page are available at any point, and you can return to the Mythoswin help centre for related guides.