Insufficient Evidence: Why Unverifiable Claims Cannot Be Compensated
Claims that cannot be supported by verifiable transaction records, screenshots, or communication logs fall outside the GOOD CASINO Guarantee Fund. This guide explains exactly what evidence is required, how to document your dispute from the start, and what to do if records are unavailable.
This topic is a documented exclusion from the GOOD CASINO Guarantee Fund. Claims where the player cannot produce sufficient verifiable evidence are not eligible for compensation. However, this guide will help you understand what records to gather and how to strengthen a future claim.
What Counts as Sufficient Evidence
MGA and UKGC arbitration panels require a minimum evidence threshold before a dispute can proceed. Understanding what constitutes acceptable evidence is the first step to protecting your claim.
Transaction Records
Bank statements, e-wallet history, or crypto transaction hashes that prove deposits and withdrawals were made at specific times and amounts.
Screenshots
Time-stamped screenshots of game results, bonus balances, account balances, and any disputed promotional terms visible on screen.
Communication Logs
Full email threads, live chat transcripts, and support ticket histories showing what the casino told you and when.
What Is Not Sufficient
Verbal descriptions, memory alone, social media posts, and third-party claims without corroborating documentation are insufficient for formal arbitration.
Sufficient vs. Insufficient Evidence — Comparison
This table reflects how MGA-licensed casinos and IBAS arbitration panels evaluate evidence in player disputes.
| Field | Sufficient Evidence | Insufficient Evidence | Audit Conclusion Method |
|---|---|---|---|
| Transaction Proof | Bank/e-wallet statement with date, amount, and recipient | Memory of transaction without any financial record | Cross-reference with casino payment processor logs |
| Game Result | Screenshot or video with timestamp and balance shown | Description of what happened with no recorded evidence | Casino RNG logs compared to submitted evidence |
| Bonus Terms | Screenshot of applicable terms at time of claim | Assertion that terms were different without documentation | Wayback Machine and casino version control logs |
| Support Interaction | Full email thread or live chat export with timestamps | Paraphrase of what support said without the original log | Casino support ticket system verification |
| Account Balance | Sequential screenshots showing balance before and after | Single screenshot without context or timeline | Casino ledger audit against player-submitted evidence |
Scroll right to see all columns
How to Document a Dispute in Real Time
The best time to gather evidence is before you contact the casino. Once you identify a problem, follow these steps immediately.
Screenshot Everything
Capture your account balance, the disputed game or transaction, any promotional terms visible on screen, and the date/time shown in your browser or device.
Export Transaction History
Download your bank statement, e-wallet export, or crypto transaction record covering the relevant dates. Do this before the dispute escalates.
Save All Communications
Forward every support email to a personal address. Export live chat transcripts immediately after each session — many casinos purge them after 30 days.
Record the Timeline
Write a plain-language summary of events in chronological order, noting exact dates and times. This helps arbitrators understand context without relying on memory.
Request Casino Records
Under GDPR (for EU/UK players), you have the right to request all data the casino holds on you, including transaction logs, game session data, and communication records.
How GOOD CASINO Reviews Evidence
When a player submits a dispute, GOOD CASINO evaluates the evidence package against the casino's own records to determine if a discrepancy exists.
- Transaction timestamps are cross-referenced with the casino's payment processor records
- Game screenshots are verified against the casino's RNG audit trail
- Communication logs are compared with the casino's support ticket system
- Bonus terms are checked against the casino's published terms history
- Where player evidence conflicts with casino records, GOOD CASINO requests a third-party technical audit
If you have partial evidence — for example, screenshots but no transaction records — submit what you have. GOOD CASINO can sometimes obtain supplementary records directly from the casino as part of the audit process.
Player Rights Regarding Records
Under EU GDPR and UK data protection law, players have specific rights to access their own records held by licensed casinos.
Right to Data Access
You may submit a Subject Access Request (SAR) to any EU/UK-licensed casino and receive all personal data they hold, including game logs and transaction history, within 30 days.
Right to Transaction Records
Licensed casinos are required to maintain transaction records for a minimum of 5 years. You are entitled to request copies of your own records at no charge.
Right to Communication Logs
Support interaction records are personal data under GDPR. You may request all communication logs between you and the casino.
Right to Game Session Data
Casinos are required to maintain game session logs for regulatory audit purposes. Players may request access to their own session data.
Right to Dispute Data Accuracy
If casino records contain errors, you have the right to request correction under GDPR Article 16.
Strengthening a Claim With Limited Evidence
If you did not preserve evidence at the time, there are still steps you can take to build a credible case.
Submit a GDPR Data Request
Request all data the casino holds on you immediately. This may include game logs, transaction records, and support interactions you no longer have locally.
Request Internal Escalation
Submit a formal written complaint to the casino's disputes team. This creates a timestamped record of your claim and forces the casino to acknowledge it.
Check Payment Provider Records
Your bank, e-wallet provider, or crypto exchange may hold records of transactions that you can use to corroborate your claim.
GOOD CASINO Technical Review
Submit your case to GOOD CASINO with all available evidence. We can request supplementary technical records from the casino as part of our independent review process.
Have evidence and ready to file?
Submit your documented case for independent review.
Not sure if your evidence is sufficient? Use our pre-check tool before filing a formal claim.