Complaints Policy

Complaints / Corrections / Takedown Policy (RakeRadar.com)

At RakeRadar.com, we take our readers’ trust seriously. We publish reviews, guides, and rankings based on analysis of public information and our own UX testing (where possible). At the same time, we know that in the iGaming industry information can change quickly, and sometimes errors or disputes over content simply arise.

This policy explains how we receive and process: complaints, correction requests, content removal requests (takedowns), and requests related to material rights (e.g., trademarks, graphics, image).

1) What does this policy apply to?

This policy applies to content published on RakeRadar.com, in particular:

• reviews of casinos and bookmakers
• rankings and comparisons
• guides (payments, bonuses, withdrawals, KYC)
• informational materials (e.g., glossary of terms)

It does not apply to matters directly related to your account with an operator (account blocks, withheld withdrawals, chargebacks, etc.) – these are matters to be handled by the relevant gambling service provider.

2) Complaint vs. Correction vs. Takedown – Differences

Complaint (as understood by the service)

Applies to situations where you believe our editorial actions have violated your rights or contain a material error affecting the perception of the publication (e.g., attributing characteristics to the wrong entity, outdated licence information, an incorrect company name).

Correction

Applies to the correction of verifiable factual information (e.g., an incorrect company address, misleading data about payment methods, an inaccurate description of bonus terms). A correction is a faster route than a formal content removal request.

Takedown (content removal request)

Applies to situations where you request the removal of content from the website, e.g., due to infringement of copyright, image rights, trademarks, personal rights, trade secrets, or other legal grounds.

3) How to submit a correction / complaint / takedown?

The simplest way: send your report via the Contact page (or to the email address indicated on that page). So that we can act quickly and effectively, your report should include:

• Link (URL) to the page the report concerns.
• The exact fragment of content (quote) and a description of what is incorrect.
• Type of request: correction / complaint / takedown.
• Justification (why the content is incorrect or violates your rights).
• Evidence (e.g., official documents, links to credible sources, statements).
• Contact details for a response (at least an email address).

If you are reporting a matter on behalf of a company or a third party, include information about your authorisation (e.g., that you are a representative, an attorney-in-fact, or acting with authorisation). We do not require excessive formalities, but we need to know that we are speaking with the right party.

4) How do we handle correction requests?

We treat a correction request as a “fact correction.” If the submission is precise and contains verifiable information, we usually follow this path:

1) verifying the material and sources on which the entry is based

2) follow-up contact if necessary (only when data is missing)

3) updating the content (correcting, clarifying, or marking information as uncertain)

4) adding an “update” note to the content if the change is significant for the reader

We do not publish “advertising corrections” or promotional content under the guise of a correction. A correction concerns facts, not opinions.

5) How do we handle takedown requests (content removal)?

We take content removal requests seriously, but not automatically. Depending on the legal basis, we may:

• remove the content in its entirety,
• remove or blur a fragment (e.g., graphics, personal data),
• replace the material with something else (e.g., our own description instead of an embedded graphic),
• leave the content and refuse removal if there is no basis for it.

In particular, we consider takedowns based on: copyright, infringement of personal rights, personal data protection, trademarks, and other legitimate grounds. If the request concerns only “I don’t like the review” or “this harms our reputation,” but the content is an opinion based on facts and contains no falsehoods – we may refuse removal and offer a fact correction, if any such facts exist.

6) Copyright and DMCA-style notice

If you believe that content infringes your copyright (text, graphics, video, screenshots, branding elements), please submit a report with:

• identification of the work to which you hold rights,
• a link to our page where the infringement occurs,
• a statement that you are acting in good faith,
• a statement that you have the right to act on behalf of the rights owner,
• your contact details.

If the infringement is obvious (e.g. unauthorized graphics), we may temporarily remove the material even during verification. If the matter is disputed, we may request additional documents confirming the rights.

7) Trademarks and brand names

The use of brand names (e.g. casino names, payment methods, game providers) for informational and review purposes is standard in the industry. However, if you believe that the use of a trademark on our website infringes your rights (e.g. in a misleading way), please submit a report describing where and why the infringement occurs and what correction you expect.

8) Personal data, image and privacy

We do not knowingly publish sensitive data or data that is not needed by the reader. However, if personal data or the image of a private individual has been included and you believe this infringes your privacy, please report it immediately. In most cases, we then take prompt action: limiting visibility, anonymization, or removal of the fragment.

You can find more about data processing in: Privacy Policy and Cookie Policy.

9) Response times and procedure

We try to respond as quickly as possible, but deadlines depend on the complexity of the case and the completeness of the report. In practice:

• simple factual corrections – usually the fastest route,
• complex disputes (copyright, personal rights) – require verification and may take longer,
• urgent matters (e.g. personal data) – we take protective measures as a priority.

If the submission is incomplete, we may ask for additional information. If we do not receive the data needed for verification, we may leave the matter unaddressed or limit our actions to a minimum.

10) What can we do instead of removing content?

Not every case requires a takedown. Often better for the reader and for the site’s transparency is:

• updating facts (correction),
• clarifying information in the content (e.g. “as of the publication date”),
• adding an editorial note “update” with a date,
• anonymizing a fragment,
• replacing graphic material with a neutral one (placeholder or own screenshot).

11) Process abuse and attempts to “clean up reviews”

We do not handle requests whose sole purpose is to remove a negative review without indicating factual errors or a real legal basis. We are a review site – the rating is part of the informational function. However, if the review is based on incorrect data, we will correct the data, and if that changes the conclusion, we will update the conclusion as well.

12) Contact

Send all requests via: Contact. In the subject line, enter one of the keywords:

• CORRECTION
• COMPLAINT
• TAKEDOWN / CONTENT REMOVAL
• COPYRIGHT
• PERSONAL DATA

This speeds up routing the request to the appropriate mode.