Dispute Resolution

When a disagreement arises between you and an online gambling operator, there are clear steps to take and organizations ready to help. This page explains the process in Great Britain and what support is available to you.

Raise your complaint with the operator

Start by contacting the operator directly. Submit your complaint in writing (email is fine), providing as much detail as possible: dates, times, transaction IDs, amounts involved, and what went wrong. Keep copies of everything—emails, screenshots, payment confirmations. The operator’s website usually has a complaints page or support contact form where you can find their procedure. Give them a reasonable amount of information to investigate your case properly.

Wait for their response

The operator has eight weeks from the date they receive your complaint to respond. This eight-week period is a legal requirement. If they reply before then with a resolution you accept, the matter is closed. If you disagree with their answer or they do not respond within eight weeks, you may escalate to an independent alternative dispute resolution (ADR) provider.

Use an ADR service

If the operator’s response doesn’t satisfy you, ask them for details of their approved ADR provider and request a “deadlock letter” confirming your right to escalate. The ADR service is free and independent—it exists specifically to settle disagreements between players and licensed operators. The ADR provider will review both sides and make a binding decision. This is often faster and less formal than going to court.

Seek support for gambling concerns

Gambling can become harmful, and if you’re finding it difficult to stop or control your spending, help is available. The National Gambling Helpline operates around the clock at 0808 8020 133, offering free and confidential support. The National Problem Gambling Clinic provides free NHS support for affected individuals. GambleAware connects people to treatment and recovery services across England, Scotland and Wales.

What we cannot do

We operate an informational website about gambling brands—we are not the operator, their regulator, or an official complaints body. We cannot intervene in disputes, make the operator pay you, or override decisions. Our role is to explain how the system works and point you toward the real channels that can help.

Your next step

Before pursuing an ADR claim, ensure you’ve given the operator their full eight weeks to respond and collected all relevant evidence. Contact the appropriate ADR provider with your deadlock letter and supporting documents.