How to Make a Casino Complaint and Use the ADR Process in the UK (2026 Guide)
If a UKGC-licensed casino refuses your withdrawal, breaches bonus terms, or ignores your complaint, you have formal escalation rights. We explain the 8-week rule, ADR bodies, and UKGC referral process.
Every UKGC-licensed casino must operate a formal complaints procedure and participate in an approved Alternative Dispute Resolution (ADR) scheme. If a casino withholds your winnings, refuses a withdrawal, or applies bonus terms unfairly, you have formal escalation rights that are legally enforceable.
Step 1: Internal complaint
Before escalating, you must formally raise a complaint with the casino. Send a written complaint by email to the casino's customer service or compliance team. Clearly state: the nature of the complaint, the amount in dispute, the specific action you want the casino to take, and a deadline for their response (7–14 days is reasonable).
The casino must acknowledge your complaint promptly and investigate it within 8 weeks under UKGC requirements. Keep records of all communication — dates, times, and content.
Step 2: ADR escalation (after 8 weeks or deadlock)
If the casino does not resolve your complaint within 8 weeks, or if you reach a "deadlock" (the casino maintains its position and you disagree), you can escalate to the casino's ADR provider.
The main UK gambling ADR bodies are: eCOGRA (most major casinos), the Independent Betting Adjudication Service (IBAS — primarily sportsbooks), and Resolver (supported by some operators).
To escalate to eCOGRA: Complete the complaint form at disputes.ecogra.org. Provide: your account username, the nature of the dispute, all relevant correspondence with the casino, transaction records, and any screenshots of relevant terms or communications.
ADR adjudication is free for players. The adjudicator will review evidence from both parties and make a binding determination — if they find in your favour, the casino must comply.
Step 3: UKGC referral (regulatory only)
The UKGC does not resolve individual player disputes — that is the ADR's function. However, you can report a regulatory breach to the UKGC (gambleaware.co.uk/contact-us). The UKGC takes reports of systemic failures — particularly around responsible gambling, AML, or repeat unfair treatment — and can act against an operator's licence. Individual complaint resolution requires the ADR route.