Keeping a promotion record that can be checked

Capture the starting evidence

Save the promotion page, detailed terms, referenced general rules, offer ID, state edition, and acceptance confirmation. Record the date, time, and time zone. A screenshot of only the headline may omit the condition that later becomes disputed.

Keep files in a secure folder with descriptive names. The purpose is to preserve what you saw, not to collect unnecessary personal information. Do not publish account numbers or identity documents.

Maintain a compact event log

Record deposits, award issuance, relevant wagers, adjustments, cancellation requests, and withdrawals. Include transaction references and status changes. Distinguish pending from settled activity so the timeline does not imply that an incomplete transaction had already taken effect.

For support contacts, note the case number, date, channel, question asked, and response. Export transcripts when available. A concise timeline is often more useful than hundreds of disconnected screenshots.

Prepare a focused dispute packet

State the disputed amount and the specific rule at issue. Attach only relevant evidence and explain how each item supports the timeline. Separate facts from assumptions, such as whether a displayed countdown was correct or whether a wager should have qualified.

Use the official operator and regulator channels. Redact unrelated sensitive information from ordinary correspondence, while following legitimate secure verification requests through their designated process. Keep the original unedited evidence privately.

Common questions

Sources & further reading