Most casino sessions end without anyone needing a complaints procedure. When something does go wrong, it tends to go wrong in one of a handful of ways: a win voided under a bonus term, an account closed with a balance on it, or a withdrawal that sits pending for weeks. The difference between a GB-licensed casino and an unlicensed one is starkest at this point, because a licensed casino must give you a route to an independent decision, free of charge. This guide covers how that route works and how to use it.
Before you complain: is it a complaint or a question?
Plenty of problems clear up with a message to customer support. A pending withdrawal may be waiting on a document request you missed in your inbox. A missing bonus may not have been credited because the deposit method was excluded. Ask first, in writing, and give support a reasonable chance to answer.
It becomes a complaint when you disagree with a decision the casino has made, or with the service you have received, and support cannot or will not change it. At that point you want the formal process, because only a formal complaint starts the clock that leads to independent adjudication.
How the formal process runs
| Step | What you do | What the casino must do | Timing |
|---|---|---|---|
| 1. Formal complaint | Submit it through the casino’s published complaints procedure | Handle it under that procedure | Clock starts when the casino receives it |
| 2. Final response or deadlock | Read the response and decide whether you accept it | Tell you about your right to use its ADR provider | ADR can be offered earlier if both sides reach a final position |
| 3. Eight weeks pass | If still unresolved, refer the dispute to ADR | Allow referral to an approved ADR entity | Eight weeks after the casino received the complaint (paused time excluded) |
| 4. ADR review | Supply your evidence to the ADR provider | Respond to ADR information requests in full within ten working days | Set by the ADR provider |
| 5. Decision | Receive the outcome | Act on it as the ADR provider’s rules require | Set by the ADR provider |
The Gambling Commission’s guidance requires that ADR services are free of charge to the customer. You pay nothing at any step.
Who the approved ADR providers are
The Commission keeps a list of approved alternative dispute resolution providers. At the time of writing it names eight: ADR Group, Pegasus ADR Service, Blexr, the Centre for Effective Dispute Resolution, eCOGRA, IBAS, ProMediate and the Tattersalls Committee. Each casino chooses one and must tell you which. IBAS and eCOGRA handle the large majority of casino disputes.
The Gambling Commission itself does not resolve individual complaints. It does want to hear about operators that break the rules, and reports feed into its compliance work, but it will not decide your dispute or order a payment.
Building a complaint an adjudicator can rule on
An ADR provider decides on evidence. It reads the casino’s terms, the account records and your account of what happened. A clear, dated complaint makes its job easier and makes your case stronger.
- Write down your account username, the date and time of the event, and the amounts involved.
- Quote the specific term the casino relied on, and explain why you think it was applied unfairly or incorrectly.
- Attach screenshots of the game history, cashier, bonus page and any chat transcripts.
- Say what outcome you want: payment of a specific amount, reinstatement of an account, or an explanation.
- Send it through the formal complaints route and keep a copy with the date it was sent.
Keep the tone factual. Adjudicators see a lot of angry emails. A calm, numbered list of facts with dates and screenshots stands out and is easier to rule on.
A short template
Subject: Formal complaint, account [username]
I am making a formal complaint under your complaints procedure. On [date] at [time] I [describe event]. Your team told me on [date] that [decision], citing term [number]. I disagree because [reason]. Evidence is attached: [list]. I am asking you to [outcome]. Please confirm receipt and tell me which ADR provider you use, in case this cannot be resolved.
The disputes that come up most
| Dispute type | What usually decides it | Evidence that helps |
|---|---|---|
| Win voided under bonus terms | Whether the term was clear, shown up front and applied as written | Screenshot of the offer and terms when you opted in |
| Withdrawal held for checks | Whether the request was reasonable and the casino acted in good time | Dates of each document request and when you supplied it |
| Account closed with balance | Whether the balance was returned and the reason given | Last balance screenshot, closure email |
| Game malfunction | Game logs and the “malfunction voids all pays” rule in the game terms | Video or screenshots, exact time, game round ID if shown |
| Disputed deposit or stake | Transaction records | Bank statement lines, cashier history |
What has changed in your favour
Several GB rule changes since 2019 have reduced the most common sources of disputes.
- Age verification before deposit (7 May 2019). Winnings can no longer be withheld because an account turned out to be unverified at withdrawal time for age reasons.
- The reverse withdrawal ban (31 October 2021). A requested withdrawal cannot be re-gambled from the queue.
- The 10x wagering cap (19 January 2026). Shorter wagering means fewer disputes about bonus terms halfway through a long playthrough.
- The ban on mixed-product bonuses (19 January 2026). No more offers where a casino reward depends on sports bets or the other way round.
What happens when the casino is not GB-licensed
None of the above applies. An operator without a GB licence is not required to use an approved ADR provider, is not bound by the eight-week rule and cannot be sanctioned by the Gambling Commission for how it treats you. Some offshore regulators accept complaints; some do not, and their processes, languages and timescales vary.
That gap is the single strongest reason our non GamStop casino scorecard lists only GB-licensed casinos. A big bonus at an offshore site is worth very little if there is no one to rule on a dispute about it. You can see how complaint handling feeds into our scores on the how we rate page.
Other routes if ADR does not settle it
ADR is not your only option. Depending on the dispute you may also be able to take a claim through the civil courts, which for smaller sums in England and Wales means the small claims track. If the problem involves a payment you did not authorise, your bank’s dispute process is the place to start. Citizens Advice can help you work out which route fits.
When the complaint is really about control
Sometimes a dispute about a voided win or a held withdrawal sits on top of something harder: spending more than planned, or chasing losses. If that sounds familiar, a complaint will not fix the underlying problem, but support can. The National Gambling Helpline is free, confidential and open 24 hours on 0808 8020 133. GAMSTOP lets you block every GB-licensed gambling site at once.
Frequently asked
How long do I have to wait before going to ADR?
Eight weeks from when the casino received your complaint, or sooner if you and the casino have both reached a final position.
Does it cost anything to use IBAS or eCOGRA?
No. The Commission requires ADR to be free of charge to the customer.
Can the Gambling Commission make a casino pay me?
No. The Commission does not resolve individual disputes. It does take reports seriously and can act against operators that break licence conditions.
18+ only. If gambling is causing you stress or money problems, call the National Gambling Helpline on 0808 8020 133, free and 24/7, or visit GamCare. Our responsible gambling page lists more support.