Channels and response times
The table below summarises our SLA by inquiry type. Every email is read by the editor responsible for that area, not routed through a templated help-desk.
| Inquiry type | Response time | |
|---|---|---|
| Editorial corrections and suggestions | editor@casinodecoded.com | 1-2 business days |
| Factual error report | editor@casinodecoded.com | within 48 hours, fix within 5 business days |
| Security disclosure | security@casinodecoded.com | within 24 hours |
| Partnership (operators) | partner@casinodecoded.com | 3-5 business days |
| Advertising | ads@casinodecoded.com | 3-5 business days |
| Legal inquiries | legal@casinodecoded.com | 5-10 business days |
| Data subject requests (GDPR) | privacy@casinodecoded.com | up to 30 days by law, typically 7-10 |
Editorial hours: Monday-Friday, 09:00-18:00 GMT. Weekends are reserved for security reports only.
Editorial inquiries
editor@casinodecoded.com — for content suggestions, corrections to factual errors in reviews, or requests to add a new casino to our review queue.
What to include in your email to get a faster reply:
- The exact URL of the page in question
- The specific quote or screenshot of the disputed text
- Your source if you are correcting a fact (regulator URL, operator T&C link, support-ticket screenshot)
- Your desired outcome: edit the text, remove the section, add a disclaimer
The more context you give, the faster we can act. Emails saying "your information is wrong" without specifics are still answered, but they take longer because we have to dig out what you mean.
Security and vulnerability disclosure
security@casinodecoded.com — if you find a vulnerability on our site or in our infrastructure. Full process is in our security.txt.
We accept the following as security reports:
- XSS, CSRF, SSRF on casinodecoded.com and subdomains
- Data leaks (if you accidentally got hold of user data)
- DNS / TLS / security-header misconfigurations
- Issues in the
/go/redirect chain (e.g. open-redirect) - Subdomain takeover
A PGP key for encrypted correspondence is published at https://casinodecoded.com/.well-known/pgp-key.asc. The key fingerprint is also published in security.txt and on our verified Twitter account — please cross-check from at least two sources before encrypting sensitive details.
Responsible disclosure rules:
- Do not publish details before agreeing on a disclosure window
- Standard disclosure timeline is 90 days from confirmation, or sooner if patched
- We acknowledge within 24 hours and typically patch within 7 days
- Bug bounty: Hall of Fame credit and a cash reward of $50-$1000 depending on severity
Legal inquiries
legal@casinodecoded.com — for inquiries from regulators, operators, lawyers. This is also the channel for DMCA takedowns, right-to-be-forgotten requests, and trademark notices.
A legal letter should include:
- Claimant identification (company, licence, jurisdiction)
- The specific URL and excerpt under dispute
- Legal basis (statute, specific right invoked)
- Supporting documents (trademark certificate, licence document)
DMCA notices are processed under the standard US Copyright Act procedure. A counter-notice may be filed within 14 days of takedown.
Partnership
partner@casinodecoded.com — for casino operators interested in being added to our review queue.
The criteria we apply when considering partnerships:
- Licence — required: Curacao GCB / MGA / UKGC / similar tier-1 regulators. We do not work with unlicenced operators or grey-licence brands.
- Operator age — minimum six months of public operation. No fly-by-night brands.
- Payment record — there must be public evidence of successful withdrawals.
- Local-language support — the market we cover should have at minimum email support.
- Transparent T&C — no hidden max-win caps, no "we reserve the right to..." catch-alls on critical clauses.
We consider all operators with Curacao/MGA/UKGC licences but do not guarantee positive coverage in exchange for partnership. Rankings reflect testing, not commission. If an operator fails our tests, the review will be negative even after a partnership is signed, and the partnership ends.
In your first email please include: brand URL, link to the licence on the regulator's site, an example of welcome-bonus T&C, the affiliate-program contact, and the program's platform (Income Access, Cellxpert, direct integration).
Advertising
ads@casinodecoded.com — banner placements, sponsored blog posts (always marked "ad"). No native advertising inside casino reviews.
Available formats:
- Sponsored post — a separate URL
/blog/sponsored/..., marked "Sponsored" at the top and bottom. Topic agreed in advance. - Banner placement — fixed slots in section headers/footers. No animation, no auto-play video.
- Newsletter mention — a callout in our weekly newsletter, marked "Sponsor of the week".
We do not place: ads for unlicenced operators, ads circumventing geo-restrictions (e.g. promoting an offshore operator to a UK audience where it is not licenced), or native ads inside reviews.
Social
- Twitter: @casinodecoded
- Telegram: t.me/casinodecoded
- Mastodon: @casinodecoded@mastodon.social
We answer simple questions on social-media DMs ("where can I find...", "why did this casino disappear from your top"). For anything substantive please email so there is a paper trail.
A good example email
Subject: Error in Bet365 review — withdrawal methods
Hello. On /en/casino/bet365/ you list Skrill as available. As of 28.04.2026 I tried Skrill withdrawal and got the support response (screenshot attached) that the method is not available for UK accounts since 12 April 2026. Please update the page. Screenshot of the support chat is attached.
Best, Alex
Emails like this are processed within a day: we verify, fix, and thank the reader. Detail equals speed.
What we do NOT do via these channels
To save everyone's time, here is what we are not in business of doing:
- We do not mediate disputes between players and operators. If your deposit was stolen / withdrawal delayed / account closed — go to operator support first, then AskGamblers Complaint Service or CasinoGuru, then the regulator (Curacao GCB, MGA Player Hub, UKGC). We are reviewers, not arbitrators.
- We do not provide legal advice on gambling. Specific questions like "is it legal for me to play from X" require a lawyer licenced in your jurisdiction.
- We do not run "verify my casino" services on demand. If we have not reviewed an operator yet, it means there are higher-priority operators in the queue. You can request a review but it is not guaranteed.
- We do not do partnership link-building. Guest-post requests with links to third-party gambling sites are automatically routed to spam.
- We do not sell ranking placement. Any such request is logged and may be cited publicly as an example of what we reject.
Escalation
If our response did not resolve your issue:
- Reply with subject "Escalation" and any ticket number we provided — escalations route to the editor-in-chief.
- The editor-in-chief must respond within 5 business days with a written assessment.
- If still unresolved, contact the relevant supervisory authority (ICO for UK, your DPA for EU GDPR matters, your consumer protection agency for general claims).
We anonymise and publish notable escalation cases in our semi-annual transparency report.
Postal address for legal correspondence
For DMCA notices, legal notifications, and formal letters:
Casino Decoded OÜ Registry code: 16753428 Lõõtsa 5, 11415 Tallinn, Estonia
Email versions of these notices should be cc'd to legal@casinodecoded.com — otherwise the response clock starts on physical delivery, which adds 5-7 days.