Complaints and consumer rights
How to complain about an online casino
Start with a clear written record. The correct escalation route depends on the operator, licence and complaint type, so verify those facts before assuming a British dispute process applies.
For UKGC licensed operators
Complain to the business first
The UK Gambling Commission directs customers to use the gambling business's complaints process first. If the dispute remains unresolved, an eligible complaint may go to the operator's Alternative Dispute Resolution provider after the process is completed or after eight weeks.
If the complaint concerns a withdrawal
First separate operator review, payment release and payment delivery. Ask the operator which stage applies, why the payment is delayed, what information remains outstanding and when the next review will occur.
Our withdrawal and KYC evidence guide explains the stages, legitimate verification reasons, warning signs and records to preserve before starting the formal complaint.
If a cap is splitting one balance into several releases, the withdrawal limits and staged payments guide shows how to preserve the period rule and reconcile each release, fee and retained amount.
A practical complaint sequence
Preserve evidence
Save terms, account history, payment records, chat transcripts, emails and screenshots with dates.
Write to the operator
Use its formal complaints procedure and state the outcome you want, with dates and amounts.
Follow the full process
Keep copies of every submission and response, and note the date the complaint was received.
Escalate when eligible
For a UKGC licensee, unresolved disputes may be referred to its named ADR provider after the internal process or eight weeks.
Assess other routes
If no recognised ADR route applies, consider the relevant regulator, payment provider, data authority or independent legal advice.
What to include
- Your account identifier without sharing passwords or full payment card details.
- A short timeline with exact dates, transactions and amounts.
- The relevant term or promise and why you believe it was not followed.
- Copies of supporting documents and earlier correspondence.
- The specific resolution you are requesting.
If account access was closed or restricted while money remained unresolved, use the account-closure and balance record to separate the status decision from each balance line before building the wider complaint.
Use our casino complaint evidence pack to organise the chronology, disputed amount, evidence index and requested resolution before submitting the complaint.
If winnings were disputed under a bonus stake restriction, use the bonus maximum-bet guide to match the saved term to the affected game records without assuming an outcome.
If you have not deposited, use the casino terms checklist to identify missing withdrawal, verification and redress information before a dispute can arise.
What changes with an offshore casino
UKGC complaint and ADR requirements apply to its licensees. A casino outside British licensing may instead name an overseas regulator or private complaint service, and that route may have different powers, deadlines and enforcement. Verify the operator and licence before relying on any complaint logo.
If the UKGC licensed-sector ADR route cannot be verified, use the offshore casino complaint route map to separate operator, overseas authority, payment, data and suspected-fraud routes before sending evidence.
If the website identity or licence appears copied or unverified, use our suspected fake casino website reporting guide before contacting the site again.
What the Gambling Commission does
The Commission regulates gambling businesses but does not decide individual gambling transaction complaints. It may still use information about a licensee to inform regulatory work. An ADR provider considers eligible disputes between the customer and business.
Primary sources
Sources last checked on 4 August 2026.