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Start with the gambling business's own complaint procedure. If it does not resolve the matter, check the operator's stated alternative dispute resolution provider and eligibility rules.
Check the operator’s own complaint procedure and named ADR route before escalating.
Quick comparison
| Step | Contact | Keep |
|---|---|---|
| 1. Formal complaint | Operator’s published complaints team | Complaint text and date |
| 2. Response period | Operator policy | Replies and case reference |
| 3. ADR eligibility | Named approved ADR provider | Decision, evidence and timeline |
| 4. Regulator information | UKGC public guidance/register | Licence and operator details |
Steps to take
- Submit a formal complaint to the operator.
- Save the case reference, evidence and response dates.
- If unresolved, check eligibility and submission steps for the named ADR provider.
Original illustrations
Payment-route stage diagram and abstract payment-card artwork.
Contact the operator first
Use the complaints channel in the terms or account area, not only live chat. State the payment reference, amount, date, currency, method and the outcome you are seeking.
Keep a clear record
Save messages, status screenshots, transaction references and dates. Redact account credentials and unrelated personal information before sharing material outside the operator's secure channel.
Check the response window and ADR
UKGC guidance explains how to take a complaint to an ADR provider. Check the operator's current procedure for its response period, eligible dispute types and named approved ADR route.
What the regulator does
The Gambling Commission regulates licensees and provides information, but it does not act as an individual dispute resolver for every payment complaint. Follow the published operator and ADR process.
Frequently asked questions
Does the Gambling Commission resolve every payment dispute?
The UKGC explains regulation and complaint routes; individual disputes generally begin with the operator and eligible ADR process.
Where do I find the ADR provider?
Check the operator’s current complaints procedure and terms for its named approved ADR route.
Sources
- UK Gambling Commission — How to complain
- UK Gambling Commission — Taking a complaint to ADR
- UK Gambling Commission — Public register of businesses