How We Rate Casinos
At whatstheproblem.org.uk, we evaluate betting apps and online casinos using a rigorous, transparent methodology. Our ratings help UK players identify the safest and most enjoyable platforms available in 2026. Below, we explain each criterion in order of importance.
1. Licensing & Regulation
We prioritise casinos licensed and regulated by recognised authorities. For UK players, we look for:
- UK Gambling Commission (UKGC) – The primary regulator for UK-facing operators
- Malta Gaming Authority (MGA) – A reputable European regulator
- Curaçao Gaming Authority – An alternative licence, though less stringent than UKGC
- Local GB Licenses – Additional compliance credentials
Licensed operators must meet strict player protection standards. Unregulated casinos receive lower ratings regardless of other strengths.
2. Game Selection & Software Providers
We assess the variety and quality of games available, including:
- Slots – Diverse themes, RTP percentages, and modern features
- Live Casino – Quality streams, professional dealers, and game variety (roulette, blackjack, baccarat, poker)
- Table Games – Traditional and contemporary offerings
We favour casinos partnering with established software providers such as NetEnt, Microgaming, Pragmatic Play, Evolution, and others known for fair play and innovation.
3. Bonus Terms & Wagering Requirements
Welcome bonuses and ongoing promotions matter, but clarity and fairness are paramount. We evaluate:
- Terms & Conditions (T&Cs) – Clear, transparent, and easy to understand
- Rollover Requirements – Reasonable wagering multiples (typically 35x or lower)
- Maximum Cashout Limits – Whether restrictions apply and how restrictive they are
- Game Weightings – Which games contribute toward bonus clearance
Misleading or overly punitive bonus terms result in lower ratings, even if the initial offer appears generous.
4. Payment Methods & Withdrawal Speed
Fast, secure deposits and withdrawals are essential. We assess:
- Payment Options – Credit/debit cards, e-wallets (PayPal, Skrill, Neteller), bank transfers, cryptocurrency
- Withdrawal Speed – How quickly funds reach players (within 24 hours is excellent)
- Security – SSL encryption and fraud protection measures
- Fees – Whether deposits or withdrawals incur charges
Casinos with limited payment options or slow withdrawal times receive lower scores.
5. Customer Support
Responsive, helpful customer service is crucial. We evaluate:
- 24/7 Live Chat – Availability and response times
- Email Support – Professional, timely replies
- Phone Support – Availability and quality
- FAQ & Help Sections – Comprehensiveness and usability
Casinos offering only email support or with long response times are rated lower than those with 24/7 live chat.
6. Mobile Experience
Most players now use mobile devices. We assess:
- Responsive Design – Website functionality across all screen sizes
- Dedicated Apps – iOS and Android app availability and performance
- Game Selection on Mobile – Full catalogue or limited offerings
- Load Times & Stability – Smooth gameplay without crashes
Casinos with poor mobile experiences or missing apps receive lower ratings.
7. Responsible Gaming Tools
Player protection is non-negotiable. We look for:
- Deposit Limits – Daily, weekly, and monthly caps players can set
- Loss Limits – Restrictions on how much players can lose
- Self-Exclusion – Tools to temporarily or permanently ban oneself
- Cooling-Off Periods – Mandatory breaks from gambling
- Reality Checks – Pop-ups reminding players of time/money spent
- Signposting – Links to support organisations like GamCare and National Problem Gambling Clinic
Casinos without robust responsible gaming measures are penalised significantly.
8. Our Rating Scale
We rate casinos on a scale of 1 to 10:
- 9–10 (Excellent) – Top-tier casinos meeting all criteria. UKGC licensed, excellent game selection, fair bonuses, responsive support, and strong responsible gaming tools.
- 7–8 (Good) – Well-established casinos with minor weaknesses. Licensed, good games, reasonable terms, and decent support.
- 5–6 (Fair) – Acceptable casinos with notable limitations. May lack UKGC licensing, have moderate bonus terms, or slower support.
- 3–4 (Poor) – Problematic casinos with significant issues. Limited games, unclear T&Cs, or weak responsible gaming tools.
- 1–2 (Very Poor) – Unregulated or untrustworthy operators. Not recommended for UK players.
Note: Any casino failing to meet our licensing standards cannot score higher than 4, regardless of other attributes.
Last Updated: 2026