Dispute Resolution

When you have a disagreement with the operator, there is a clear path forward. We explain what steps to follow, who can help, and what each body can and cannot do for you.

What should I do if I disagree with the operator?

Your first step is to contact the operator directly through their support channels. Explain your concern clearly and give them time to respond—typically at least 8 weeks. Document everything: messages, dates, account details, and transaction records. If the operator resolves your issue, the matter ends there. If they decline, ignore your complaint, or you receive an unsatisfactory response, you can escalate to the next level.

What is the role of the gambling regulator?

The operator holds a license issued by a gambling regulator. However, the regulator cannot resolve individual complaints between you and the operator. The regulator’s role is to oversee whether operators follow their license conditions. If you suspect the operator has breached its license—such as refusing to pay winnings, targeting self-excluded players, or allowing underage gambling—you can report this concern to the regulator. The regulator investigates potential license violations, not commercial disputes.

What is Alternative Dispute Resolution?

Once the operator has had 8 weeks to respond to your complaint, you may escalate to an independent Alternative Dispute Resolution provider. ADR providers are neutral third parties approved by the regulator to hear player complaints fairly. They can order the operator to take action—including issuing refunds or lifting account restrictions. ADR is free for players and typically faster than court proceedings. The operator must comply with ADR decisions within a specified timeframe.

Where can I find support if gambling is causing harm?

If gambling is affecting your wellbeing, confidential help is available 24 hours a day. Specialist organizations provide counseling, practical advice, and connections to treatment services at no cost. Many also support family members affected by someone else’s gambling. You can reach the National Gambling Helpline at 0808 8020 133. Organizations including GamCare, the National Gambling Support Network, Gordon Moody, Gamblers Anonymous, and The National Gambling Clinic all offer free support.

How to reach us

If you have questions about this page or need guidance on dispute resolution, contact us through the feedback form on this website.