Keep a clear record. Keep private details private.
A useful record is factual, dated, and safe to share only when a formal route needs it. Keep originals private and give only the relevant redacted copy.
Capture the facts while they are available
Write down the exact website address, operator name shown, account or complaint reference, dates and times, transaction references, amounts, and the action you took. Save the relevant terms, withdrawal page, messages, and payment record with their dates. Screenshots should show the address bar and the full message where possible.
Keep the original files unchanged. Make a short timeline that separates what the operator said, what you paid or received, and what you are asking it to resolve. Do not add conclusions that the record does not support.
Redact before you share
Before sending evidence to an operator, regulator, ADR body, payment provider, or a trusted adviser, remove passwords, authentication codes, full payment-card or bank-account numbers, identity-document numbers, full date of birth, and unrelated personal messages. Keep an unedited private copy in case a legitimate recipient needs a detail later.
Do not post documents, transaction details, or identity material in public reviews, social media, or a public Clearstake report. Clearstake does not need casino credentials, payment details, or unredacted ID to check a public source record.
Local preparation stays in your browser
The optional local evidence draft is for organising your own notes and basic free evidence export. It works only in this browser and is not uploaded to Clearstake. It is not an operator complaint, regulator filing, secure vault, or a promise that a record will be preserved.
Local browser storage is not encrypted by Clearstake and may be accessible to someone using the same browser profile or device. Clear it from the evidence tool or your browser when you no longer need it, and keep sensitive originals in a safer place you control.
Use the record for the next route
Start with the operator’s published formal complaint procedure and retain the response. If a release fee or other extra payment is demanded to unlock money, do not send more money just because it is described as verification. Preserve the request and speak to the payment provider and an appropriate official authority instead.
A clear evidence kit can support a complaint. It cannot prove a result, force a payment, or guarantee recovery.