How to Complain About an Online Casino in the UK
Complain to the operator first, in writing — UK-licensed casinos have up to eight weeks to resolve it. If you are not satisfied, escalate free of charge to the independent Alternative Dispute Resolution (ADR) provider named in the operator’s terms. Keep every message and screenshot; a clear record is what makes a complaint stick.
Step 1: complain to the operator
Every Gambling Commission–licensed operator must have a complaints procedure, usually in its help centre or terms. Put your complaint in writing, state clearly what went wrong and what you want, and keep copies of everything — dates, amounts, account emails and screenshots. The operator must handle it as quickly as possible and no later than eight weeks.
Step 2: get a deadlock letter
If the operator rejects your complaint, or the eight weeks pass without resolution, ask for a “deadlock letter”. This confirms the internal process is exhausted and is your ticket to the next stage.
Step 3: escalate to ADR — free
You can then take the complaint to an Alternative Dispute Resolution provider. Every UK operator must name its ADR provider in its terms; the provider is approved by the Commission, the service is free to you, and its ruling is binding on the operator. The Commission explains this route on its how to complain pages.
What ADR can and cannot do
ADR resolves disputes about how the operator applied its terms — a voided bonus, a withheld withdrawal, an account closure. It is not a route to dispute the outcome of fair games, and it does not handle problem-gambling harm, which is supported separately through GamCare and the National Gambling Helpline on 0808 8020 133. If you believe an operator has broken the rules generally, you can also report it to the Gambling Commission, though the Commission does not resolve individual disputes for you.
Frequently asked questions
How do I complain about an online casino?
How long does a casino have to respond?
Is complaining to an ADR free?
18+. Gambling carries a risk of financial loss. Free, confidential help: National Gambling Helpline 0808 8020 133 or BeGambleAware.org.