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.
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.
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.
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.