Complaints

If Mayanreels does not resolve a dispute inside eight weeks, the United Kingdom Gambling Commission approved alternative dispute resolution scheme for the operator is the next step. The scheme is listed on the Commission's register under the operator licence number; most United Kingdom casinos use eCOGRA or IBAS. These bodies are independent, free for the player and binding on the operator.

The operator has eight weeks under United Kingdom rules to issue a final response. Our mediation window is 14 days — if we take the case we reach out to the operator inside three working days and keep you updated weekly. If the eight-week window closes without a final response, the ADR scheme accepts the case on the basis of the complaint number alone.

We cannot pay out your balance, override a KYC decision or waive wagering — only the operator can do that. What we can do is forward a well-documented complaint to the affiliate manager, which often reopens cases that stalled in support. If you keep screenshots and copies of the correspondence, our pass-through tends to shorten the response time from weeks to days.

Open the complaint inside the Mayanreels help desk first; the operator will give you a reference number. If 14 days pass without substantive progress, forward the thread and the reference number to the editorial inbox with the subject prefix COMPLAINT. Attach any transaction IDs, the game session timestamps and the KYC correspondence. The clearer the file, the faster the resolution.