What is ADR for casino complaints? ADR (alternative dispute resolution) is an independent service that rules on a dispute between you and a licensed casino once the operator's own complaints process has run out. It costs you nothing, and every Gambling Commission licensee, including the firms behind casino apps, must give you access to one.
Complain to the casino first: it has 8 weeks to resolve things.
If it can't, it must offer to refer you to an independent ADR provider.
ADR providers must accept disputes for at least 12 months after the operator's final response.
The Gambling Commission does not settle individual complaints.
IBAS, one approved provider, says member operators are bound by its decisions up to £10,000.
Operator deadline
8 weeks to resolve
Cost to you
Nothing
Window for ADR
At least 12 months after final response
Who rules
An approved ADR provider
Commission's role
Doesn't resolve individual disputes
What is ADR for casino complaints? The short answer
ADR stands for alternative dispute resolution. For a UK casino complaint, it means an independent body reviews your dispute with the operator and reaches a decision, without either side going to court.
It is the last stage of the complaints route, not the first. You raise the issue with the casino, give it time to put things right and only then hand the case to ADR. Our questions hub has related answers if your issue is broader than a single dispute.
The service is provided at no charge to you, and it is independent of the casino. The Gambling Commission's ADR guidance (opens in a new tab) sets out when you can use it. The casino should tell you which provider it uses, often in the letter that closes its own process.
ADR applies to operators licensed by the Gambling Commission. An app with no British licence offers no such route, which is one of the clearest reasons to check a casino app is licensed before you deposit.
Where ADR fits in a casino app complaint
Think of a casino complaint as three stages. Each one has its own job, and skipping ahead usually gets your case sent back.
The three stages of a UK casino complaint
Stage
Who handles it
What to expect
1. Raise it with support
The app's customer service team
Many problems end here, such as a missing deposit or a misunderstood bonus term
2. Formal complaint
The operator's complaints team, under its published procedure
The business has 8 weeks from receiving the complaint to resolve it
3. ADR
An independent approved provider
Reviews both sides and makes a decision; you go there once the operator's process is finished or 8 weeks have passed
The 8-week clock starts when the operator receives your complaint. If the operator hasn't resolved it by then, it must offer to refer you to ADR. You don't have to wait for a final letter if the 8 weeks have run out.
How to take a casino complaint to ADR, step by step
These steps work the same whichever app you use, because the rules come from the operator's licence rather than the app.
Contact the app's support team and explain the problem clearly. Note the date and any reference number.
If support can't fix it, ask to make a formal complaint. Look for the complaints procedure in the operator's terms and conditions or help pages.
Keep a record: screenshots of your transaction history, chat transcripts, emails and the exact terms you're relying on.
Wait for the operator's final response, or for 8 weeks to pass from when it received the complaint.
Find the ADR provider the operator names. If you can't see it, ask the complaints team directly.
Submit your dispute to that provider, attaching your evidence and the operator's final response if you have one.
Do this within 12 months of the final response. Providers may refuse late disputes, but must allow at least that long.
Approved ADR providers for UK casino complaints
The Commission keeps a list of approved ADR providers (opens in a new tab). Each operator picks one, so you don't choose the provider yourself; you use the one your casino has signed up with.
ADR providers on the Commission's approved list
Provider
What we can say about it
IBAS
No charge to consumers; says registered companies agree to be bound by its decisions up to £10,000
eCOGRA
On the approved list; check the operator's terms to see whether it's the one named
The approved list can change, particularly while the new accreditation system described below comes in. Always confirm the provider named in your casino's current terms.
What ADR can and can't decide on a casino complaint
ADR is built for disputes about how the operator treated you under its terms and the rules. It isn't a way to reverse ordinary losses on games that worked as described.
Typical disputes ADR looks at
Withdrawals that are delayed, refused or cut back
Bonus winnings removed after the operator says a term was broken
Accounts closed or balances withheld
Disputed game outcomes where you believe something malfunctioned
Terms that seem to have been applied unfairly
What sits outside it
Losing money on games that worked normally: the house edge means losses are likely over time, and that isn't a dispute
Concerns about advertising, which go to the advertising regulator rather than ADR
Why the Gambling Commission won't settle your casino complaint
Many players expect the regulator to step in. In fact, the Gambling Commission doesn't resolve individual complaints. Its job is to license operators and enforce the rules across the industry.
Telling the Commission still has value. Reports help it spot patterns, and its enforcement actions often involve unfair terms or failures to treat customers properly. Our answer on complaining to the Gambling Commission explains what it does with that information.
For your own money, though, ADR is the route that produces a decision on your case. The Commission's how to complain guide (opens in a new tab) points players the same way.
Casino app rules that often decide a dispute
Knowing the rule behind your complaint makes it much stronger, at both the operator stage and ADR. These are the ones that come up most with casino apps.
Common casino app disputes and the relevant rule
Your problem
The relevant rule
The app let me cancel a withdrawal and I played it back
Reverse withdrawals have been banned since 31 October 2021
My winnings were taken because I didn't verify in time
A business can't confiscate money because you didn't log in or verify your ID within a time limit
ID was demanded only when I tried to withdraw
A business can't make ID a condition of withdrawing if it could have asked earlier, unless the law requires it at that point
I was told to withdraw in small chunks
You can withdraw without unreasonable delay and don't have to take money out in instalments
The bonus terms needed huge play-through
Since 19 January 2026, bonus wagering can't exceed 10 times the bonus
Most casino disputes are won or lost on records. Because you're usually playing on a phone, it pays to capture things as they happen.
Transaction history: screenshot deposits, bets and withdrawals around the disputed date. Our guide to casino app transaction history explains what these records usually show.
Chat transcripts: ask support to email the transcript, or screenshot it before closing the chat window.
Terms at the time: save the bonus or general terms as they read when you played, because they can be updated later.
Dates and times: a simple timeline makes your complaint easier to follow at every stage.
Keep everything in one folder or note. When ADR asks for evidence, you can share it in one go rather than hunting through emails.
ADR changes under the DMCC Act 2024
The system is changing. The Commission published a consultation response on DMCC-related changes (opens in a new tab) on 18 December 2025. It's amending its licence rules so that ADR refers to providers accredited by the Secretary of State under the Digital Markets, Competition and Consumers Act 2024.
That change was expected in spring 2026 but depends on the new regime starting. The Commission updated its ADR guidance on 15 May 2026 to remove some information because of the change. We couldn't confirm that the new accreditation regime has started, so check the Commission's current guidance before you file.
No separate gambling ombudsman has been created. ADR remains the independent route for casino disputes, and the LCCP is the rulebook that requires operators to offer it.
Complaints and ADR at Coral, Ladbrokes and PlayOJO
The process is the same at every licensed app, but your first contact point differs. Here's what each operator publishes.
Coral Casino: run by LC International Limited (Gambling Commission account 54743). Email help@coral.co.uk; third-party reviews report 24/7 live chat. No phone line is published. See Coral's support options.
Ladbrokes Casino: the same licensee, LC International Limited. Email support@ladbrokes.com; third-party reviews report 24/7 live chat and a phone line with unpublished hours.
PlayOJO: run by Skill On Net Limited (account 39326). Live chat after login, where PlayOJO says availability depends on your country, plus email at support@playojo.com. No phone number is listed. More on PlayOJO's support.
None of the facts we hold name which ADR provider each of these operators uses. Look in the complaints section of the operator's terms, or ask its complaints team, before you submit anything.
Licensed casino apps with a complaints route that ends at ADR
The apps featured here are run by Gambling Commission licensees, so if a dispute ever reaches deadlock you have the independent ADR stage described above. That protection is the reason to stick with licensed apps; it doesn't make losses less likely. 18+ and terms apply to every offer.
Coral Casino: new players who deposit (some methods excluded) and bet £10 or more on slots get 100 free spins at 10p each on selected games. Accept within 48 hours, use within 7 days; no wagering on winnings. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don't qualify. Runs 1 October 2026 to 1 February 2027.
Ladbrokes Casino: new customers who deposit and spend £10 or more on slots get 50 free spins a day for the first 10 days, up to 500, at 10p each on selected games. Claim each day's spins before 23:59; each batch lasts 7 days; no wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits don't qualify.
PlayOJO: new UK customers, excluding Northern Ireland, get 80 free spins on Big Bass Bonanza at 10p each with a first deposit of £10 or more. No wagering, so winnings are paid in cash. Can't be combined with other offers and is available only through the designated offer link.
Coral and Ladbrokes share a licence holder, so you may not be able to open new accounts at both. Compare them in our Coral vs Ladbrokes comparison.
Each of these apps is run by a Gambling Commission licensee, so its complaints route ends with an independent ADR provider. 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 stand for in gambling?
ADR stands for alternative dispute resolution. In gambling, it's an independent service that decides an unresolved dispute between a customer and a licensed operator, as an alternative to going to court. Every Gambling Commission licensee must offer access to an approved provider once its own complaints process is finished. You don't pay to use it. Our ADR glossary entry gives a quick definition, and the complaints and ADR rules page covers the detail.
Is ADR free for casino complaints?
Yes, ADR is provided at no charge to consumers making a complaint about a licensed casino. The operator pays for the service as part of its licence obligations. IBAS, one of the approved providers, states clearly that it doesn't charge consumers. You may still spend time gathering evidence, so it helps to keep good records from the start. Our guide to what ADR means for app players explains the practical side.
How long do I have to wait before going to ADR?
You can go to ADR once the operator has given its final response or 8 weeks have passed since it received your complaint, whichever comes first. The operator must offer to refer you to ADR if it hasn't resolved things in that time. Start with the app's support team and a formal complaint, as described in our guide to complaining about a casino app.
Is there a time limit for taking a casino complaint to ADR?
Yes. ADR providers may refuse disputes submitted too late, but they must allow at least 12 months from the operator's final response. Don't leave it that long if you can avoid it, because evidence such as chat transcripts and old terms becomes harder to find. Keep screenshots of your transaction history and correspondence as soon as a problem starts.
Can I choose which ADR provider handles my complaint?
Usually not. Each licensed operator signs up with one approved ADR provider and should name it in its terms or in its final response to you. You take your dispute to that provider. If you can't find the name, ask the operator's complaints team. The Gambling Commission keeps the list of approved providers, which includes IBAS, eCOGRA and CEDR. See our complaints and ADR rules for the full list.
Is an ADR decision binding on the casino?
It depends on the provider's rules. IBAS says registered companies agree to be bound by its decisions up to £10,000. Other providers set out their own terms, so read the provider's guidance before you submit. ADR is designed to avoid court, but it doesn't remove your other legal rights. For withdrawal disputes, it also helps to know your rights under the reverse withdrawals rule.
Can the Gambling Commission resolve my casino app complaint?
No, the Gambling Commission doesn't resolve individual complaints. It licenses operators, sets the rules and takes enforcement action. You can still report a concern, which helps it spot wider problems, but for a decision on your own money, use the operator's process and then ADR. Our answer on complaining to the Gambling Commission explains what reporting achieves.
Does ADR cover casino apps without a UK licence?
No. ADR is a requirement of a Gambling Commission licence, so an app without a British licence gives you no access to it. You also lose the other protections, such as withdrawal rights and safer-gambling rules. That's why it's worth checking the licence on the Commission's register first. Our guide to spotting an unlicensed casino app shows what to look for.
What if my complaint is really about my gambling getting out of hand?
ADR deals with disputes about terms and treatment, not support for gambling harm. If you're worried about how much you're gambling, talk to the National Gambling Helpline on 0808 8020 133, run by GamCare, which is free and open 24/7. You can also use GAMSTOP to block all British-licensed apps. Our help and support page lists other options.
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