What ADR Means at a UK Casino
Alternative dispute resolution (ADR) is the formal process a licensed gambling operator must offer when a complaint cannot be settled internally. Under Gambling Commission rules, every UK-licensed casino must be a member of an approved ADR provider and must signpost it clearly on its website. Discover further information on newest online casinos uk 2026.
The service is free to the player. The operator pays the provider’s fee, which removes the financial barrier that often stops people pursuing a grievance over a voided bet or a withheld bonus.
ADR is not a court. It is an independent adjudicator who reviews the evidence from both sides and issues a decision the operator is bound by. Players, however, remain free to reject the outcome and take the matter further if they wish.
The Two Approved Providers
At present, two bodies are approved to handle gambling disputes in Great Britain: IBAS (Independent Betting Adjudication Service) and eCOGRA. Both publish decision summaries, so you can see how similar cases have been resolved before you file.
Providers typically aim to issue a decision within 28 days of receiving a complete case file. Straightforward disputes , a missing deposit, a wrongly voided spin , are often closed much sooner, while complex bonus-terms arguments can run longer.
How to Start a Claim
- Exhaust the casino’s own complaints procedure first and get a final response, usually within 8 weeks.
- Request a deadlock letter if the operator will not resolve the issue in that window.
- Submit the case to the ADR provider named in your casino’s terms, with screenshots, transaction IDs and any chat transcripts.
- Respond to the adjudicator’s requests promptly , delays weaken your position.
What ADR Can and Cannot Do
Adjudicators can order a refund, the release of a withheld balance, or the honouring of a bet at the original odds. They cannot award compensation for distress, and decisions generally rest on whether the operator applied its published terms fairly.
Reading the terms before you play remains the strongest protection. A site that quotes its bonus conditions plainly , wagering, maximum bet, expiry , and names its ADR provider on the same page is showing good faith.
| Stage | Typical Timescale | Cost to Player |
|---|---|---|
| Internal complaint | Up to 8 weeks | Free |
| ADR submission | 28 days target | Free |
| Rejection and escalation | Varies | Free |
If a dispute arises, keep every record of your play and stay within the time limits. For further guidance on your rights, see the Gambling Commission’s complaints page.