Community forum — 29,847 UK members · UKGC licensed casinos only · Updated May 2026
If a UKGC licensed casino refuses your withdrawal, voids your winnings, or closes your account without proper explanation, you have formal rights that most players do not use. Understanding the complaints process can recover money that operators might otherwise keep. The process has three stages: the casino’s internal complaints procedure, Alternative Dispute Resolution (ADR), and the UKGC itself.
Start with the casino’s formal complaints procedure. Every UKGC licensed operator must have one, and you must use it before escalating externally. Submit your complaint in writing by email with all relevant evidence — screenshots of balances, bonus terms, chat transcripts and correspondence. The casino has eight weeks to respond to a formal complaint under UKGC guidelines. If they do not respond or the response is unsatisfactory, escalate to ADR.
ADR (Alternative Dispute Resolution) schemes are free to players and mandatory for all UKGC licensed casinos. The main ADR providers used by UK casinos are eCOGRA, IBAS and the Independent Betting Adjudication Service. Your casino’s terms will state which ADR provider they use. Submit your complaint to the ADR service with the casino’s final response and your evidence. ADR decisions are binding on the casino but not on you — you can still go to court if unhappy with the outcome.
The UKGC does not adjudicate individual disputes but they do take regulatory action against operators with systematic complaint patterns. Report your experience to the UKGC via their online reporting tool regardless of whether you pursue ADR. Patterns of complaints about specific operators can trigger licence reviews. Our forum documents ongoing disputes, successful ADR outcomes, and which operators have the most complaint issues, helping you make informed choices about where to play.