Under UK complaints and ADR rules, you complain to the casino app's operator first, and it has 8 weeks to resolve the complaint. If it can't, it must offer to refer you to an independent alternative dispute resolution (ADR) provider, which is free to use. The Gambling Commission doesn't settle individual disputes.
Complain to the operator first, using its published complaints procedure.
Operators get 8 weeks; after that they must offer referral to ADR.
ADR is free and independent, and providers must allow at least 12 months from the operator's final response.
Approved providers include IBAS, eCOGRA, CEDR and Pegasus ADR Service; check which one your operator uses.
The Gambling Commission doesn't resolve individual complaints, but it does act on breaches.
First step
Operator's own complaints process
Operator deadline
8 weeks
Cost of ADR
Free to the player
Minimum window for ADR
12 months from final response
IBAS binding limit
Up to £10,000
Ombudsman
None in gambling
How complaints and ADR rules work for UK casino apps
The system has two stages. First, the business handles your complaint itself under its published procedure. Second, if that fails, an independent ADR provider looks at the dispute and reaches a decision, at no cost to you.
The Gambling Commission's complaints guidance (opens in a new tab) sets out the order. You can't skip straight to ADR, and you can't ask the Commission to decide the case for you. Its job is to regulate operators and act when rules are broken, not to award money to individual players.
Our UK rules for casino apps hub covers the other protections behind a complaint, such as your right to withdraw and the rules on bonus terms.
Stage one: complaining to the casino app's operator
Every licensed operator must publish a complaints procedure, usually in its terms or help pages. Start there, and keep your complaint specific and calm. Live chat is a fine way to raise an issue, but follow up in writing so there's a record.
Find the operator's complaints procedure in the app's help or terms section; our guide to casino app terms and conditions shows where it usually sits.
Collect evidence: dates, times, amounts, game names, bet or transaction IDs and screenshots from your transaction history.
Write the complaint, saying clearly what went wrong, which term or rule you think applies and what outcome you want.
Note the date the operator received it, because the 8-week clock starts then.
Keep every reply. If the operator issues a final response or a 'deadlock letter', save it; you'll need it for ADR.
Complaint deadlines: 8 weeks and 12 months
Two time limits matter. First, the operator gets 8 weeks from receiving your complaint to resolve it. If it hasn't done so after 8 weeks, it must offer to refer you to ADR, even without a final response.
Then there's your own window. ADR providers can refuse a dispute brought too late, but they must allow at least 12 months from the operator's final response. Some may allow longer, so check with the provider rather than assuming.
A typical complaint timeline
When
What happens
Who acts
Day 0
You send your complaint
You
Within 8 weeks
Operator investigates and replies, ideally with a final response
Operator
After 8 weeks unresolved, or on deadlock
Operator must offer referral to its ADR provider
Operator
Up to at least 12 months after final response
You submit the dispute to ADR
You
After review
ADR provider issues its decision
ADR provider
Stage two: taking a casino app dispute to ADR
ADR means an independent body reviews the evidence from both sides. The Commission's ADR guidance for players (opens in a new tab) says it's free and only available after the operator's own process.
Each operator chooses its provider from a list the Commission approves. You go to the provider your operator names, not to whichever one you prefer. The table shows the providers on the Commission's approved ADR providers list (opens in a new tab).
ADR providers approved by the Gambling Commission
Provider
Notes
ADR Group
On the Commission's approved list
Blexr Limited
On the Commission's approved list
CEDR
On the Commission's approved list
eCOGRA
On the Commission's approved list
IBAS
Free for consumers; registered companies agree to be bound by decisions up to £10,000
ADR suits disputes about how a bet, game or term was handled: a voided win, a withheld withdrawal, a bonus term applied unfairly or a game result after a disconnection. It's less suited to complaints that are really about something else.
Usually suitable: unpaid winnings, withdrawal refusals, disputed bonus terms, a bet settled wrongly, a result after an app crash mid-bet.
Better elsewhere: how an operator used your personal data, which goes to the Information Commissioner's Office; a misleading advert, which the Commission's complaints hub explains how to report.
Not a substitute for help: if your complaint is really about losing more than you meant to, talk to the National Gambling Helpline on 0808 8020 133 as well; our gambling help and support page lists free services.
There's no gambling ombudsman. The 2023 white paper raised the idea, but as our gambling white paper 2023 page notes, it hasn't been created; the system is moving to accredited ADR instead.
UK rules that often decide casino app complaints
Many disputes turn on rules the Commission or the Competition and Markets Authority (CMA) has already set. Knowing them helps you frame a complaint.
Player rights that commonly come up in complaints
Right
What the rule says
Since
Withdraw without unreasonable delay
You can withdraw at any time without unreasonable delay or restriction, and don't have to take money in instalments
Commission guidance
No reverse withdrawals
You can't be offered the option to cancel a withdrawal request (RTS 14B)
31 October 2021
No confiscation for missed deadlines
A business can't confiscate money because you didn't log in or verify ID within a time limit
Commission guidance
ID checks at the right time
Proof of age or ID can't be made a condition of withdrawal if it could have been asked earlier, unless the law requires it then
Commission guidance
Fair bonus terms
CMA undertakings from 2018 require clearer bonus terms and access to your own money during bonus play for named firms
The Commission doesn't resolve individual complaints, but it still wants to hear about them. Reports help it spot patterns that suggest an operator is breaking licence conditions, and it can investigate, fine or suspend a licence.
One example shows how a term in the small print can become an enforcement case. In July 2025 the Commission fined Taichi Tech £170,000 (opens in a new tab), partly over a term letting the operator close accounts or forfeit winnings at its discretion. That action didn't pay any individual player, which is why ADR exists alongside regulation.
The Digital Markets, Competition and Consumers Act 2024 (DMCC Act) brings in accreditation of ADR providers by the Secretary of State. The Commission published its consultation response on 18 December 2025, amending the licence conditions so that ADR refers to providers accredited under the Act.
The change was expected in spring 2026 but depends on the relevant parts of the Act commencing. The Commission updated its ADR page on 15 May 2026 and removed some information because of the DMCC changes. We couldn't confirm whether the accreditation regime is live, so check the Commission's current guidance and the consultation response (opens in a new tab) before filing.
For players, the shape of the process stays the same: operator first, then independent ADR. What may change is which providers are on the list and how they're overseen.
Complaints and ADR rules timeline
Key dates for gambling complaints and ADR
Date
Event
1 February 2018
First CMA undertakings on fairer online gambling terms
29 April 2019
CMA online gambling case closed
7 May 2019
Age verification required before gambling
31 October 2021
Reverse withdrawal ban (RTS 14B) in force
July 2025
Taichi Tech fined £170,000, partly over unfair terms
18 December 2025
Commission consultation response on DMCC-related ADR changes
Licensed casino apps with an ADR route and a welcome offer
Any app licensed by the Gambling Commission has to offer a complaints procedure and an approved ADR provider, so these rules apply equally to our partners. Before you join any app, it's worth reading its terms, including the complaints section. 18+ and terms apply to every offer below.
Coral Casino: 18+, new players only, from 1 October 2026 to 1 February 2027. Deposit and bet £10 or more on slots and you get 100 free spins (10p each, selected games); accept within 48 hours and play within 7 days. There's no wagering on spin winnings. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards are excluded.
Ladbrokes Casino: 18+, new customers only. Deposit and spend £10 or more on slots and you get 50 free spins (10p each, selected games) every day for the first 10 days, a maximum of 500. Claim by 23:59 each day; spins are valid for 7 days, without wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers don't qualify.
PlayOJO: 18+, new UK customers, excluding Northern Ireland. A first deposit of £10 or more gets 80 free spins (10p each) on Big Bass Bonanza, with no wagering and winnings paid in cash. It can't be combined with other offers and is only available through the designated offer link.
Coral and Ladbrokes share an operator, LC International Limited (Entain), so opening new accounts at both may not be possible. Support channels differ by app; see the Coral customer support guide for one example.
Every licensed app, including these partners, must have a complaints procedure and an approved 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
How do I complain about a UK casino app?
Complain to the operator first, using the complaints procedure in its terms or help pages, and put it in writing with dates, amounts and transaction IDs. The operator has 8 weeks to resolve it. If it doesn't, or you reach deadlock, it must offer to refer you to its approved ADR provider. Our guide to how to complain about a casino app has a step-by-step template.
What is ADR in gambling?
ADR, or alternative dispute resolution, is an independent, free service that reviews a dispute between you and a gambling operator after the operator's own complaints process has finished. Each operator uses one provider from the Gambling Commission's approved list, such as IBAS or eCOGRA. The operator should tell you which provider it uses. Our answer on what ADR is for casino complaints goes further.
How long does a casino have to answer a complaint?
A casino operator has 8 weeks from receiving your complaint to resolve it. If it's still unresolved after 8 weeks, it must offer to refer you to ADR, even if it hasn't sent a final response. Keep a note of the date your complaint was received, since that's when the clock starts. Our guide on live chat in casino apps explains how to keep a written record of chats.
Is there a time limit to take a complaint to ADR?
Yes, but it's generous. ADR providers can refuse disputes submitted late, but they must allow at least 12 months from the operator's final response. Some may allow longer, so check the named provider's rules. Don't wait longer than you need to, because evidence such as chat logs is easier to collect while it's recent. Our ADR glossary entry summarises the key rules.
Can the Gambling Commission get my money back?
No, the Gambling Commission doesn't resolve individual complaints or order refunds to players. It uses reports to spot rule breaches and can fine or suspend operators, as it did when it fined Taichi Tech £170,000 in July 2025. For your own dispute, use the operator's process and then ADR. Our answer on complaining to the Gambling Commission explains when to report.
Is an ADR decision binding?
It depends on the provider. IBAS says registered companies agree to be bound by its decisions up to £10,000, and the service is free for consumers. Other providers set their own terms, so read the named provider's rules before you file. Ask the provider what its decision means for you before you accept it. Our what ADR means for players guide compares the options.
Which ADR provider does my casino app use?
Each operator chooses one approved provider, and it should name it in its terms or tell you when you ask. If your complaint reaches deadlock or passes 8 weeks unresolved, the operator must offer referral to that provider. Approved providers include ADR Group, Pegasus ADR Service, Blexr Limited, CEDR, eCOGRA, IBAS, ProMediate and the Tattersalls Committee. Check terms using our bonus terms reading guide.
Can a casino app refuse to pay winnings until I send ID?
Not if it could have asked earlier. Commission guidance says a business can't make proof of age or identity a condition of withdrawing when it could have checked sooner, unless the law requires a check at that point. It also can't confiscate money because you didn't verify within a time limit. Our identity checks page explains when checks are allowed.
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