ADR stands for alternative dispute resolution: a free, independent service that looks at your complaint once a gambling company’s own process has run out. If a UK casino app hasn’t settled your complaint within 8 weeks, or has given its final answer, ADR is the next step, and it costs you nothing.
ADR is free for players and comes only after the operator’s own complaints process.
Operators have 8 weeks to resolve a complaint before they must offer ADR.
You get at least 12 months from the operator’s final response to take the dispute to ADR.
The Gambling Commission doesn’t decide individual complaints; ADR providers do.
Stands for
Alternative dispute resolution
Cost to you
Free
Operator deadline
8 weeks to resolve, then offer ADR
Time to apply
At least 12 months from final response
IBAS binding limit
Up to £10,000 for registered companies
ADR meaning in UK gambling
ADR is an independent referee for a disagreement between you and a licensed gambling business. You don’t pay for it, you don’t need a solicitor, and it only comes into play after you’ve complained to the company and the company has had its chance to fix things.
In practice, ADR handles the disputes that crop up in casino apps: a withdrawal held back, winnings voided under a bonus term, an account closed after an ID check, or a disagreement over how a game settled. It sits alongside related entries in our casino app glossary, including operator and withdrawal.
ADR is not the Gambling Commission. The Commission licenses and regulates operators but, as its own guidance says, it doesn’t resolve individual complaints.
How ADR works after a casino app complaint
The order matters. An ADR provider will turn your case away if you skip the operator’s process, so start with the app’s own complaints route and keep everything in writing.
Complain to the operator using its published complaints procedure, usually found in the app’s terms or help pages.
Give the operator time: it has 8 weeks from receiving your complaint to resolve it.
If it isn’t resolved in 8 weeks, or you get a final response you don’t accept, the operator must offer referral to its named ADR provider. Some send a ‘deadlock letter’ at this point.
Send your dispute to that ADR provider with your evidence: dates, amounts, screenshots and the operator’s replies.
Wait for the provider’s decision, then check whether it binds the operator under that provider’s rules.
Each operator has to name its ADR provider, and you use that one rather than picking your own. The Commission has kept a list of approved providers; the list below reflects what it showed when last checked, and it may change.
ADR providers on the Commission’s approved list (when last checked)
Provider
What to know
IBAS
Free for consumers; registered companies agree to be bound by decisions up to £10,000
eCOGRA
Also on the Commission’s list of approved game test houses
Pegasus ADR Service
On the approved list
CEDR
On the approved list
ADR Group
On the approved list
ProMediate
On the approved list
Blexr Limited
On the approved list
Tattersalls Committee
On the approved list
To see which provider applies to your app, check the operator’s complaints page or terms rather than guessing. The Commission’s current list of approved ADR providers (opens in a new tab) is the place to confirm it.
ADR time limits and what to send
Two clocks run. The operator gets 8 weeks to deal with your complaint. After its final response, an ADR provider may refuse a dispute brought too late, but it must give you at least 12 months from that final response.
Good evidence shortens everything. Save the app’s transaction history, the bonus terms as they stood when you opted in, and every chat or email. Our guide to casino app transaction history shows where those records usually sit.
What ADR can and can’t decide
ADR looks at whether the operator applied its terms fairly and correctly. Commission figures on IBAS cases from October 2019 to September 2020 give a sense of the mix: 4,475 disputes, with disputed bet settlement at 23.4%, customer identity issues at 21.1% and bonus or promotional terms at 8.2%. The average case took 45 days.
Not every case gets heard. In that period, 43.9% were refused, mostly because they were regulatory matters such as self-exclusion (33.2%) or because the operator’s own process hadn’t finished (30.8%). Self-exclusion failures are a matter for the regulator, so report those to the Commission instead. These figures are several years old, so treat them as background rather than current odds.
ADR also can’t rule on whether a game was ‘unlucky’. Games must meet the Commission’s technical standards; see our RTS entry for what those cover.
ADR rules are changing in 2026
The Commission consulted on amending the LCCP so that ADR in gambling refers to providers accredited by the Secretary of State under the Digital Markets, Competition and Consumers Act 2024. Its December 2025 consultation response on the DMCC changes (opens in a new tab) said this was expected in spring 2026, dependent on commencement.
The Commission updated its ADR guidance page on 15 May 2026 and removed some information because of these changes. We couldn’t confirm that the new accreditation scheme has started, so check the operator’s named provider at the time you complain. There is still no gambling ombudsman: the 2023 white paper idea wasn’t taken forward in that form.
Where you meet ADR in casino apps
Terms and conditions: the complaints clause names the ADR provider. Our explainer on casino app terms and conditions shows where to look.
For the full rule text and timeline, our complaints and ADR rules page sets out each requirement with dates.
Terms related to ADR
Gambling Commission: the regulator, which doesn’t settle individual complaints.
KYC: identity checks, behind many disputes about delayed withdrawals.
Pending period: the review window before a withdrawal is paid.
Licence: what a UK operator must hold before it can serve you.
Partner apps and how their complaints route to ADR
ADR doesn’t change which app suits you, but knowing the complaint route is part of choosing well. The offers below are from licensed operators that must offer ADR once their own process ends. 18+ and terms apply.
Coral Casino: new players, offer running 1 October 2026 to 1 February 2027. Deposit and bet £10 or more on slots to get 100 free spins on selected games, worth 10p each; accept them within 48 hours and use them within 7 days. Spin winnings carry no wagering. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don’t qualify.
Ladbrokes Casino: new customers who deposit and spend £10+ on slots get 50 free spins a day for 10 days (500 maximum), 10p each, claimed by 23:59 daily and valid for 7 days, with no wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits are excluded.
PlayOJO: new UK customers (not Northern Ireland) who make a first deposit of £10 or more get 80 free spins on Big Bass Bonanza at 10p, with winnings paid in cash and no wagering. Only via the designated offer link; can’t be combined.
Coral and Ladbrokes share one operator, LC International Limited, so a complaint about either goes to the same company, and holding new accounts at both may not be possible. All three offers are for slots only, and the house edge means losses are likely over time.
Coral and Ladbrokes are both run by LC International Limited (Entain). If you already hold an account with one Entain brand, you may not be able to open another; check the terms first.
Significant terms: 18+. New players only. Offer runs 01/10/2026 to 01/02/2027. Deposit (certain types excluded) and bet £10+ on slot games to get 100 free spins (selected games, £0.10 each, 48 hrs to accept, valid 7 days). No wagering on free spin winnings. Deposits by Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards do not qualify. Restrictions and T&Cs apply. GamCare.org.uk
Read our Coral app reviewLicence: LC International Limited, Gambling Commission account 54743. Offer checked 5 October 2026.
Time limitClaim daily for 10 days; each batch valid 7 days
Worked valueUp to 500 spins at £0.10 (up to £50 in spins)
Significant terms: 18+. New customers only, from 14/11/25 until further notice. Certain deposit methods excluded. Deposit and spend £10+ on slots for 50 free spins a day during the first 10 days after first deposit and registration (max 500, £0.10 each, selected games, claim before 23:59 each day, valid 7 days). No wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits do not qualify. Restrictions and T&Cs apply. GamCare.org.uk
Read our Ladbrokes app reviewLicence: LC International Limited, Gambling Commission account 54743. Offer checked 5 October 2026.
Significant terms: 18+. New UK customers (excluding Northern Ireland). First deposit only. Minimum deposit £10. 80 free spins on Big Bass Bonanza, £0.10 each. No wagering requirements; winnings paid in cash. Cannot be used with any other offer. Only available to players who arrive through the designated offer link. Full T&Cs apply. GamCare.org.uk
Read our PlayOJO app reviewLicence: Skill On Net Limited, Gambling Commission account 39326. Offer checked 5 October 2026.
18+. Every casino game has a built-in house edge, so over time you should expect to lose what you stake. Set a budget before you play and stop when it’s gone: safer gambling tools and support. Free, confidential help: National Gambling Helpline 0808 8020 133.
Frequently asked questions
What does ADR stand for in gambling?
ADR stands for alternative dispute resolution. It’s an independent service that reviews a complaint between you and a licensed gambling business once the business’s own complaints process is over. It is free for players and is meant as an alternative to going to court. Our complaints and ADR rules page explains the legal basis and the dates that apply.
Is ADR free for casino app players?
Yes, ADR is free for you to use, and you don’t need a lawyer to bring a case. IBAS, one of the approved providers, states that its service is free for consumers. You still need to finish the operator’s own process first, which our guide on how to complain about a casino app sets out step by step.
How long does a casino have to answer a complaint before ADR?
The operator has 8 weeks from receiving your complaint to resolve it. If it hasn’t done so by then, it must offer to refer you to its ADR provider. Some operators issue a ‘deadlock letter’ that confirms their final position earlier. Keep the date you first complained, because it starts that clock. Our page on what ADR means for players shows how to track it.
Can I go straight to ADR without complaining to the casino first?
No, ADR comes only after the operator’s own complaints process. Commission figures for 2019 to 2020 show that 30.8% of refused IBAS cases were turned away because the operator’s process hadn’t finished. Complain to the company in writing, wait for a final response or for 8 weeks to pass, and then go to its named provider. Our question on complaining to the Gambling Commission explains who handles what.
Is an ADR decision binding on the casino?
It depends on the provider’s rules. IBAS says companies registered with it agree to be bound by its decisions up to £10,000. Other providers set their own terms, so check them when you file. Ask the provider before you start what happens if you disagree with the outcome. Our operator entry explains which company your case will be against.
Does the Gambling Commission handle ADR complaints?
No, the Commission doesn’t resolve individual complaints. It licenses operators, sets rules such as the duty to offer ADR, and acts on wider failures. It does want to hear about breaches, such as being allowed to gamble while self-excluded, because those are regulatory matters rather than ADR cases. Our Gambling Commission entry covers what the regulator does.
What kinds of casino app disputes go to ADR?
ADR handles disputes over how the operator applied its terms. Common examples are withheld or delayed withdrawals, winnings voided under bonus rules, accounts closed after identity checks, and how a game round was settled. In 2019 to 2020, identity issues made up 21.1% of IBAS disputes and bonus terms 8.2%. Read our reading casino app bonus terms guide to avoid bonus disputes in the first place.
We use no tracking cookies. We store one item in your browser to remember this notice. Casino sites may set their own cookies after you follow an advert link. Cookie policy
