CURRENT EDITIONEU guide · Safety & player rights
Save evidence without exposing private information
A useful evidence file is small, dated and relevant. It should help reconstruct a promotion without turning a complaint into unnecessary disclosure of identity or financial information.
- Save the offer page, incorporated conditions, date, URL and any acceptance confirmation.
- Download relevant account records where available and preserve original files.
- Public forums do not need full passports, payment-card numbers or unrestricted bank statements.
Capture the terms at acceptance
Save the offer page, incorporated conditions, date, URL and any acceptance confirmation. Include important definitions and footnotes; a cropped headline can omit the clause that explains the calculation. If a page is dynamic, capture the account-specific text as well as the public offer. Do not assume the current page will remain identical.
Keep a clean transaction sequence
Download relevant account records where available and preserve original files. Add a separate note explaining the disputed entries rather than editing the originals. Include deposits, bonus credits, adjustments and withdrawal requests around the event. A concise timeline makes it easier for support or a dispute body to see what needs reconciliation.
Share the minimum necessary
Public forums do not need full passports, payment-card numbers or unrestricted bank statements. Use secure official channels for required documents and ask what can be redacted. Keep copies in a protected location and avoid uploading another person’s information. A complaint can be precise without publishing sensitive material to everyone who reads it.
A detail worth checking
Evidence also needs context about what is absent. If a material restriction was not visible in the offer, document the page and the path to the full terms rather than merely stating that the rule was hidden. Note whether the link worked and which version it opened. Do not manufacture a recreation of a page and present it as an original capture. If a screenshot was taken later, label that timing honestly. A transparent record of its limitations is more credible than an overconfident claim that one image proves everything displayed earlier. Keep the original record available for later clarification.
Worked example · hypothetical
A compact case file
A hypothetical folder contains the accepted conditions, a promotion screenshot, a transaction export and three support messages. A short note identifies the disputed deduction and requested correction. This is more useful than hundreds of unrelated screenshots that obscure the event or expose personal documents.
- Identify the relevant account event and preserve its original wording.
- Separate known facts from assumptions before drawing a conclusion.
- Use the applicable official source or complaint route when a material question remains.
Common questions
Should I edit screenshots to highlight a clause?
Keep the original and make any annotated copy clearly separate.
Is a screenshot alone proof of entitlement?
Not always. It records what was displayed but needs context, terms and transaction evidence.
Sources & further reading
Read the source alongside the explanation. Rules and published terms can change; check the current official position where you live.
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