Sankra
How Complaints Work at Sankra Casino
10 days is our target to resolve a written complaint, once it has been reviewed by the Complaints Resolution Committee. Meanwhile, deposits here qualify for a bonus of up to 100%, with a clear route to follow if an issue ever needs escalating.
Claim up to 100% bonusSankra Casino Online Complaints Process
At Sankra Casino Online we handle every complaint through a fixed route: first contact goes to our support email, and any issue that stays unresolved is escalated in writing to a dedicated complaints email, with an outcome due within 10 days.
| Stage | Detail |
|---|---|
| Step 1 | Contact support email about the issue |
| Step 2 | Unresolved cases escalated in writing to the complaints email |
| Response time | Outcome within 10 days (extended for complex cases) |
| Review body | Complaints Resolution Committee |
| Correspondence rule | Electronic notices deemed received within 5 business days |
These stages apply to every written complaint we receive, whatever the subject matter.
What to Include When Raising a Complaint
Before escalating, we ask every complaint to start as a message to our support email so the issue can be looked at directly. If it is not resolved at that stage, we ask players to put the complaint in writing to our separate complaints email, with a subject line containing the word COMPLAINT and the reason for writing.
Information we need
Each written complaint should include the account username, the full registered name, and it must be sent from the email address registered to the account. We also ask for a detailed summary of the issue along with specific dates and times, since this is what our Complaints Resolution Committee uses when it reviews the case.
Once a complaint is submitted in writing, we issue an outcome within 10 days, though this can be extended for complex cases. Electronic correspondence from us is deemed received within 5 business days, so that timeframe is worth building in when tracking a reply. External dispute resolution is referenced for cases that remain unresolved after our internal review, and we may also respond publicly where a complaint is posted on an independent player review site or forum.
What Happens After You Escalate a Complaint
Once a written complaint reaches our complaints email, it is reviewed by the Complaints Resolution Committee, and we aim to issue an outcome within 10 days of receiving it, though more complex cases can take longer. Because electronic correspondence from us is deemed received within 5 business days, it is worth factoring that into how you track replies while a case stays open.
If a dispute remains unresolved after our internal review, external dispute resolution is referenced as the next step available to players. Customer funds are held separately from company funds in dedicated client accounts throughout this process, which matters if a complaint touches a pending balance while the Committee reviews the case. Any issue tied to signing in or password recovery should still go through the standard support email first, before it is treated as a formal complaint.
Complaints connected to deposits or withdrawal timing are checked against the same deposit and withdrawal methods and processing windows we publish elsewhere, and complaints linked to promotional terms are checked against the conditions set out for the welcome bonus and other deposit promotions.
Complaint Questions, Answered
How do I raise a complaint at Sankra?
Start by emailing our support address about the issue. If it isn't resolved, send a written complaint to our dedicated complaints email with a subject line containing the word COMPLAINT and the reason for writing.
What information does Sankra need in a complaint email?
We ask for the account username, the full registered name, and the email must be sent from the address registered to the account. Include a detailed summary of the issue along with specific dates and times.
How long does it take Sankra to resolve a complaint?
We aim to issue an outcome within 10 days of receiving a written complaint. More complex cases can take longer to review.
Who handles complaints at Sankra Casino?
Every written complaint is reviewed by our Complaints Resolution Committee. Cases that remain unresolved after this review can move to external dispute resolution.
Can I take a Sankra complaint further if I disagree with the outcome?
Yes, external dispute resolution is referenced as the next step once our internal review is complete. This follows the outcome issued by the Complaints Resolution Committee.
Does Sankra reply by email after a complaint is submitted?
Yes, and electronic correspondence from us is deemed received within 5 business days. We recommend factoring this into how quickly you expect a reply while a case is open.
What should the subject line of a Sankra complaint email say?
It should contain the word COMPLAINT along with the reason for writing. This routes the message to the team handling written complaints rather than general support queries.
Will Sankra respond if I post a complaint on a review site instead?
We may respond publicly to complaints posted on independent review sites or forums. Sending a written complaint directly to our complaints email remains the official route to an outcome.
7 min read · Updated Oct 2, 2026