What ADR means for casino app players is simple: it is a free, independent referee for a dispute you couldn't settle with the operator. You can use it once the operator's complaints process is finished or eight weeks have passed. This guide covers eligibility, the approved providers, what ADR won't rule on and the rule changes under way.
ADR stands for alternative dispute resolution: an independent body reviews your dispute with a licensed operator.
It costs you nothing, but only opens after the operator's own complaints process.
Providers must accept disputes for at least 12 months after the operator's final response.
IBAS, one approved provider, says registered companies agree to be bound by its decisions up to £10,000.
The ADR system is moving to providers accredited under the Digital Markets, Competition and Consumers Act 2024, so check the current list before you file.
ADR means
Alternative dispute resolution
Cost to players
None
When available
After the operator's process, or 8 weeks
Filing window
At least 12 months from final response
IBAS binding limit
Up to £10,000 for registered companies
Approved providers listed
8 on the Commission's list
What ADR means for casino app players, in plain terms
ADR is a way to settle a disagreement without going to court. An independent provider looks at your evidence and the operator's, checks what the terms and rules say, and reaches a decision. For UK casino app players, it's the next step after a complaint the operator hasn't resolved.
It suits the disputes that most often arise in apps: a withdrawal held back, bonus winnings removed, a bet or spin settled in a way you think was wrong, or an account closed with money in it. It is not a way to recover losses from ordinary play, and it can't rule on whether you should have been allowed to gamble at all, as the data later on this page shows.
Three conditions normally need to be met before an ADR provider will look at your case. Missing the first is the most common reason disputes are turned away.
ADR eligibility checklist
Condition
What it means in practice
The operator's process is complete
You've made a formal complaint and either received a final response or waited eight weeks
The operator holds a GB licence
Only licensed operators must offer ADR; offshore apps don't
You're within the time limit
Providers can refuse late disputes, but must allow at least 12 months from the final response
It is a dispute about the gambling transaction
Payment, settlement, bonus and account disputes fit; regulatory matters often don't
You don't choose the provider. Each operator nominates one, and its final response or terms should tell you which. The Gambling Commission keeps a list of approved providers; at the time of writing it names eight.
ADR providers on the Commission's approved list
Provider
Known details
ADR Group
Listed provider; check its own site for its process
Blexr Limited
Listed provider
CEDR
Listed provider
eCOGRA
Listed provider
IBAS
No charge for consumers; registered companies agree to be bound by decisions up to £10,000
How to find which ADR provider your casino app uses
Operators don't always make this prominent, but the information has to be available. These steps find it quickly on a phone.
Look at the operator's final response to your complaint; it should name the ADR provider.
If there's no final response yet, open the app's terms and conditions and search the page for "dispute", "ADR" or "complaints".
Check the help centre's complaints article, if there is one.
Still unclear? Email support and ask directly which ADR provider the operator uses.
Confirm the provider is on the Commission's approved list before you submit anything.
We don't list which provider each partner uses, because operators can change provider and we can only confirm what they publish. The licence holder for each app is in its review, for example the Coral app review and the PlayOJO app review.
How to file an ADR dispute from your phone
Most providers take disputes through an online form, which is manageable on a phone if you gather your documents first. IBAS, for instance, publishes a guide to raising a dispute (opens in a new tab) that starts from having tried to resolve things with the operator.
Save the operator's final response, or a note of the date eight weeks after your complaint.
Collect your evidence in one folder: screenshots, chat transcripts, emails and the relevant terms.
Write a one-paragraph summary: what happened, the amount, and what you want.
Open the provider's dispute form in your phone's browser rather than a pop-up.
Upload evidence in the formats the form accepts, and keep copies.
Note the case reference and any deadline the provider gives for replies.
What ADR can decide, and what it usually can't
ADR providers look at whether the operator treated you fairly under its terms and the law. They don't police the operator's licence, which is the Commission's job.
Advantages
Whether a withdrawal was held or refused fairly
Whether bonus terms were clear and applied correctly
How a bet or game round was settled
Whether an account closure followed the terms
Drawbacks
Self-exclusion and other social responsibility matters, often treated as regulatory
Disputes where the operator's complaints process isn't finished
Complaints about unlicensed operators
Getting back money lost in normal play
If your complaint is really about the operator failing to protect you, for example letting you gamble after self-exclusion, report it to the Commission as well. Our page on self-exclusion from casino apps explains how those schemes work.
What IBAS figures show about gambling disputes
The most detailed public breakdown comes from Commission data on IBAS for October 2019 to September 2020. It's dated, but it shows what kinds of disputes reach ADR and why many are turned away.
Of the refused disputes, the main reasons were regulatory matters including self-exclusion (33.2%) and the operator's complaints process not being finished (30.8%). Both are avoidable with the right route. The Commission's IBAS data page (opens in a new tab) has the full figures.
What happens after an ADR decision
If the provider decides in your favour, the operator is expected to put things right, for example by paying a withheld withdrawal. IBAS says companies registered with it agree to be bound by its decisions up to £10,000.
If the decision goes against you, the provider's own rules explain whether anything else is open to you, so read them before you file. Put your full case in at the start, so nothing important is missing when the provider reviews it.
A ruling on one dispute doesn't change the operator's terms for everyone. If you think a term is unfair in principle, our guide to casino app terms and conditions explained covers the consumer law that applies.
ADR changes under the DMCC Act 2024
The system is in transition. The Commission plans to amend its licence conditions so that ADR refers to providers accredited by the Secretary of State under the Digital Markets, Competition and Consumers Act 2024, rather than its own approval list.
ADR rule changes timeline
Date
Event
6 April 2025
DMCC Act unfair commercial practices provisions come into force
18 December 2025
Commission publishes its consultation response on DMCC-related ADR changes
Spring 2026
Expected timing for the licence change, dependent on commencement
15 May 2026
Commission ADR page updated, removing some information because of the changes
People often go to the regulator first and are told to come back later. This comparison shows why.
ADR provider compared with the Gambling Commission
ADR provider
Gambling Commission
Decides your individual dispute
Yes
No
Can lead to money being paid to you
Yes, if it rules in your favour
Not for individual complaints
Acts on rule breaches across the business
No
Yes, through enforcement
Cost to you
None
None
When to contact
After the operator's process
Any time you suspect a rule breach
You can do both: use ADR for your money, and tell the Commission if you think the operator broke its rules. Our answer on complaining to the Gambling Commission has more.
Making your ADR case stronger
Quote the term. Copy the exact clause the operator relied on, and the version that applied at the time.
Use the rules. For example, since 19 January 2026 bonus wagering can't exceed 10 times the bonus, and a business can't keep your money because you didn't verify within a time limit.
Show the timeline. A dated list of events is easier to follow than a long narrative.
Ask for one clear outcome. State the amount or action you want.
Stay factual. Leave out guesses about the operator's motives.
Licensed casino apps with ADR access and a welcome offer
ADR only protects you at a licensed operator, and all three partners below hold Gambling Commission licences: Coral and Ladbrokes through LC International Limited (account 54743), PlayOJO through Skill On Net Limited (39326). Offers are for new customers; 18+ and full terms apply. Treat any offer as entertainment value rather than a way to make money.
Coral: from 1 October 2026 to 1 February 2027, a qualifying deposit (some types excluded) plus £10 or more staked on slots brings 100 free spins at 10p on selected games, to accept within 48 hours and use within 7 days. Spin winnings have no wagering. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don't qualify.
Ladbrokes: spend £10 or more on slots after depositing and you get 50 free spins daily for 10 days, up to 500 at 10p each on selected games, claimed before 23:59 each day and valid for 7 days, with no wagering. Deposits made by prepaid card, PayPal, Paysafe, Neteller, Skrill or Moneybookers won't qualify. One person may not be able to hold new accounts at both Coral and Ladbrokes.
PlayOJO: first deposit £10 or more for 80 free spins on Big Bass Bonanza at 10p each, no wagering, winnings paid in cash. New UK customers only, excluding Northern Ireland; can't be combined with other offers and only through the designated link.
All three partners below are Gambling Commission licensees, which gives you access to ADR if a dispute can't be settled. 18+, terms apply.
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 mean in gambling?
ADR stands for alternative dispute resolution. In UK gambling, it means an independent provider reviews a dispute between you and a licensed operator after the operator's own complaints process has finished. It costs you nothing and avoids going to court. The provider looks at the evidence and the terms, then makes a decision. Our ADR glossary entry gives a short definition, and what ADR is for casino complaints answers the common questions in brief.
Is ADR free for casino app players?
Yes. ADR for gambling disputes costs players nothing, and IBAS, one of the approved providers, describes its service as free for consumers. You will still spend some time gathering evidence and filling in the provider's form, so it helps to keep good records from the start of your complaint. Our guide to how to complain about a casino app shows what to save, and the complaints and ADR rules page explains the regulation.
How long do I have to take a casino dispute to ADR?
ADR providers must allow at least 12 months from the operator's final response, though they can refuse disputes submitted later than their own limit. The safest approach is to file soon after the final response, or soon after eight weeks pass without one, while evidence and memories are fresh. Check the provider's own time limit before you start. The complaints and ADR rules page has the timeline, and our complaints guide covers the earlier stages.
Which ADR provider does my casino app use?
Each operator nominates its own provider, so look at the operator's final response to your complaint, or search its terms and conditions for "ADR" or "dispute". If it's still unclear, ask support directly. Then check the provider appears on the Gambling Commission's approved list, which currently names eight. Our page on how casino apps are licensed in the UK explains why only licensed operators must offer ADR, and our Ladbrokes app review shows a licence holder's details.
Can ADR help if I was allowed to gamble while self-excluded?
Often not directly. Commission data on IBAS showed that regulatory matters, including self-exclusion, were the biggest reason disputes were refused, at 33.2% of refusals in 2019-20. Report a self-exclusion failure to the operator and to the Gambling Commission, which enforces those rules. If you're struggling now, the National Gambling Helpline is free on 0808 8020 133, 24/7. See GAMSTOP self-exclusion and our guide to self-exclusion from casino apps.
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 read them before you file, including what options remain for you if the decision goes against you. A decision settles your dispute; it doesn't change the operator's terms for other players. Our guide to casino app terms and conditions explained covers unfair terms more broadly, and do casino apps pay out covers payouts.
Why was my ADR dispute refused?
The commonest reasons are that the operator's complaints process wasn't finished, or that the issue is regulatory rather than a dispute about a transaction. In the 2019-20 IBAS figures, those two reasons made up 30.8% and 33.2% of refusals respectively. Go back to the operator, finish its process and get a final response, or report regulatory issues to the Commission. Our complaints guide explains the operator stage, and complaining to the Gambling Commission covers the regulator.
What is changing about gambling ADR in 2026?
The Commission is amending its licence conditions so that ADR refers to providers accredited by the Secretary of State under the Digital Markets, Competition and Consumers Act 2024. Its December 2025 consultation response expected this in spring 2026, depending on commencement, and it updated its ADR page in May 2026. The route for players stays the same: complain to the operator, then use the provider it names. Our complaints and ADR rules page tracks the change, alongside our UK rules hub.
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
