You should be given polite and understanding treatment. A skilled staff member will request those specific particulars—the time, game ID, your username—and will outline what happens next. They must give you a reference number. Be wary of help desks that brush you off, won’t escalate, or do not provide a reference. That is commonly a indicator about the casino’s overall attitude towards fair play. Bear in mind, you are betting under the umbrella of a UKGC licence. You are entitled to a clear and thorough complaints procedure. The method a casino’s help desk deals with you is a direct reflection of its trustworthiness.