Registration and first use
Select one observed result
Up to 5 minutes, everything is clear
One minor difficulty
Repeats were required
Serious errors or unexpected requirements
The account cannot be used due to a bookmaker error
Did not use
Deposits and fees
Select one observed result
Amount, timing and fee matched what was shown
Small delay or a fee that was disclosed upfront
Had to retry or contact support
Took over 24 hours or an unexpected fee appeared
Money was charged but never credited, even after a final response
Did not deposit
KYC verification
Select one observed result
Completed on time, document list was clear
One resubmission, with a clear reason given
Delay or extra documents requested, but completed
Repeated requests with no explanation
Refused or blocked with no clear reason
Was not requested
Withdrawal of funds
Select one observed result
Full amount within the stated timeframe
Small delay, no support needed
1-3 days of delay or had to contact support
More than 3 days, cancellations, or new conditions appeared
Refused after a final decision was made
Did not withdraw
Bonuses and promotions
Select one observed result
Terms were clear and the result matched them
One noticeable but clearly disclosed restriction
Difficult to complete, but the result matched the rules
Conflicting terms or delays
Winnings were cancelled despite meeting the shown terms
Did not use bonuses
Games, sessions and balance
Select one observed result
5+ sessions with no errors
1-2 minor glitches that did not affect the balance
Frequent lags or disconnects, but no funds lost
A balance error occurred but was corrected
A balance or result error was never resolved
No sessions to report
Support quality
Select one observed result
Substantive answer, resolved on time
Small delay, but the issue was resolved
Took several attempts, but eventually resolved
Template replies or unresolved after 7+ days
Case was closed without actually checking the facts
Did not contact
Transparency of limits and restrictions
Select one observed result
Key limits were visible before depositing
Listed in the terms, but hard to find
Some terms were ambiguous, support clarified them
An important limit only turned up after depositing
A limit was applied retroactively with no stated reason
Nothing to report
Account security
Select one observed result
2FA, session management and notifications all available
One security control was missing
Only basic protection, but no incidents
A login or recovery issue occurred but was resolved
An access or data incident was never resolved
Nothing to report
Responsible gaming
Select one observed result
Limits and self-exclusion are easy to find
Tools exist but are buried in settings
Only available by contacting support
Request was fulfilled later than promised
Request was never fulfilled
Did not check
