COMPLAINT ROUTE · EN-GB / GBP
ADR for an online casino payment dispute: the GB route
Alternative Dispute Resolution (ADR) is an independent process for eligible disputes that remain unresolved after a gambling business’s own complaint process. The Gambling Commission says the provider is free to the customer. The operator should tell you which provider applies and give its contact details.
Before you refer the dispute
- Complete the operator’s formal complaints procedure.
- Save the complaint, the operator’s answer and any final-position or deadlock letter.
- Check the named ADR provider’s eligibility rules, submission format and time limits.
- Prepare the transaction timeline, references and relevant records.
- Do not submit passwords, one-time codes or full card security details.
The Commission says an unresolved complaint can normally be taken to ADR after eight weeks, and a referral may be possible sooner if the operator reaches a deadlock or final position. ADR providers determine whether they can adjudicate a particular dispute. They may decline certain issues, including customer-service-only complaints.
What ADR is not
ADR is not the Gambling Commission’s complaint service and does not guarantee a refund. The Commission supervises licensed operators and ADR arrangements but does not decide individual account disputes. A complaint about regulatory conduct and a request for an individual payment outcome are separate routes. See the Commission’s role.
Sources
- Gambling Commission: taking a complaint to ADR
- Gambling Commission: ADR requirements
- Gambling Commission: how to complain
FAQ
Is ADR free for a customer?
The Commission says the approved ADR service should be free of charge to the customer.
Can I complain to ADR about slow customer service alone?
The Commission’s consumer guidance says ADR providers do not accept customer-service-only complaints. Check the provider’s rules for the issue you have.