ADR, or alternative dispute resolution, is a free, independent service that settles complaints between you and a gambling business when the operator’s own process hasn’t sorted things out. For a UK casino app, you can usually go to ADR once eight weeks have passed since you complained, or sooner if the operator gives you a final response. The operator should tell you which provider to use.
ADR is free and independent; you must complain to the operator first.
The operator has eight weeks to resolve your complaint before you can escalate.
ADR won’t look at pure customer service gripes or a refusal to take your bets.
Screenshots and transaction history from the app make your case far stronger.
Stands for
Alternative dispute resolution
Cost to you
Free
When
After the operator’s process, usually 8 weeks
Which provider
Named by the operator, often in its terms
Not covered
Customer service issues, refused bets
UKGC role
Doesn’t decide individual disputes
What ADR means for casino app players
Alternative dispute resolution is a way of settling a disagreement without going to court. In gambling, an ADR provider looks at information from you and from the operator and reaches a decision on your complaint. The Gambling Commission describes it as a free, independent service, and every UK-licensed operator has to give customers access to one.
It exists because the regulator itself doesn’t referee individual cases: the UKGC states that it doesn’t resolve or make decisions on complaints about gambling transactions. ADR fills that gap for disputes over winnings, voided bets, bonus terms, verification, account closures and similar issues.
When you can take a complaint to ADR
ADR is the second stage, never the first. You can’t go to an ADR provider without first using the gambling business’s own complaints procedure. From the day the operator receives your complaint, it has eight weeks to resolve it. After that, if you’re still unhappy, you can escalate. Many operators also issue a final response, sometimes called a deadlock letter, confirming that their process has ended and that you can now go to ADR.
Stage
Typical timing
What happens
Raise it with support
Day 1
Live chat, email or phone; ask for a reference number
Formal complaint
Within days if unresolved
Follow the operator’s published complaints procedure
Operator investigates
Up to 8 weeks
You should be told the outcome and next steps
Final response or 8 weeks pass
Week 8 or earlier
You can now go to the named ADR provider
ADR adjudication
Varies by provider
The provider decides whether it can take the case, then adjudicates
Which ADR provider handles casino app disputes?
It depends on the operator. The Commission’s guidance says the gambling business should be able to tell you which ADR provider to use, and it’s normally named in the terms and in any final response. The Independent Betting Adjudication Service (IBAS) is one of the best-known providers in British gambling, but it isn’t the only one, so always use the provider your operator names.
The Commission revised its ADR guidance in May 2026, removing some information following changes under the Digital Markets, Competition and Consumers Act 2024. If in doubt about a provider, ask the operator or contact the Commission.
How to take a casino app complaint to ADR
Re-read the relevant terms, such as the bonus or withdrawal rules, so you can point to the clause in question.
Raise the issue with support in the app and keep the reference number.
Submit a formal complaint using the operator’s complaints procedure, with dates, times and amounts.
Wait for the outcome. If eight weeks pass, or you receive a final response you disagree with, note the ADR provider named.
Complete the provider’s complaint form, attaching your evidence and the operator’s response.
Check your junk folder for the provider’s confirmation; if none arrives, contact the provider directly.
ADR decisions rest on records, and most of yours live in the app. Before anything changes, capture:
Screenshots of error messages, bonus screens and balances. On iPhone press the side button and volume up together; on most Android phones press power and volume down.
What ADR can’t do, and what happens after a decision
ADR providers won’t accept complaints about customer service as such, or about an operator refusing to accept a bet or your custom, since businesses can decide whom they accept bets from and on what terms. Problems with an account being locked for checks may fall into a grey area, so read the provider’s scope first.
After a final adjudication you may be able to appeal, and the provider should explain any time limits and grounds. Beyond that, the Commission suggests the small claims court as a possible option, after taking independent legal advice.
Casino apps with published support routes
Clear terms and reachable support make disputes less likely in the first place. 10bet and Casumo both publish direct contact details, and our casino apps with live chat page compares support across the apps we cover. 18+, terms apply.
Both publish direct support contacts, the first stop for any complaint: 10bet lists a UK phone line (08:00–23:00), and Casumo lists email support with UK hours of 07:00–23:00. 18+, new customers, terms apply: 10bet’s 100% match up to £25 is wagered 10x on slots within 3 days; Casumo’s 50% match up to £100 needs a £20+ deposit and opt-in, with 10x wagering within 7 days.
Significant terms: 18+. New UK customers only. Select the casino welcome bonus at sign-up and make your first deposit within 7 days. 100% bonus up to £25. Wager the bonus 10x on slots within 3 days. Maximum bonus winnings £1,000. Bonus is not redeemable. Full T&Cs apply. GamCare.org.uk
Read the 10bet reviewLicence: Blue Star Planet Limited, UKGC account 43173. Offer checked 5 October 2026.
Significant terms: 18+. New customers only. Opt-in required. 50% deposit bonus up to £100 on first deposit. Minimum deposit £20. 10x wagering on the bonus amount. Maximum bet or spin £5. Bonus valid for 7 days. Game, play and payment method restrictions apply. Full T&Cs apply. GamCare.org.uk
Read the Casumo reviewLicence: Recro Limited, UKGC account 61549. Offer checked 5 October 2026.
18+. Gambling should be entertainment that costs money, not a way to make it. Set a deposit limit before you play: how to set limits. Free, confidential help: National Gambling Helpline 0808 8020 133.
Frequently asked questions
What does ADR stand for in gambling?
ADR stands for alternative dispute resolution. In gambling it means an independent organisation that settles complaints between a customer and a gambling business when the business’s own complaints process hasn’t resolved them. It’s free for the customer, and every UK-licensed operator must give you access to one. The provider reviews evidence from both sides and issues a decision. Our guide on how to complain about a casino app explains how ADR fits into the wider process.
Is ADR free to use?
Yes. The Gambling Commission describes ADR as a free, independent service, so you shouldn’t be charged anything to take a casino complaint to the provider your operator names. Be wary of anyone offering to handle a gambling complaint for a fee; you can do it yourself in a few steps. If you need help writing a complaint, the free Resolver tool is an option, though not all operators accept it. See our UKGC entry for the regulator’s role.
How long do I have to wait before going to ADR?
Usually eight weeks. A gambling business has eight weeks from receiving your complaint to resolve it, and after that you can take it to ADR if you’re unhappy. If the operator issues a final response, sometimes called a deadlock letter, before then, you can go sooner. You must have used the operator’s own complaints procedure first. Keep the dates of every contact so the timeline is clear. Our help page on a casino app withdrawal pending covers a common reason for complaints.
Which ADR provider does my casino app use?
The operator should tell you. The Gambling Commission’s guidance says the gambling business should be able to tell you which ADR provider to use, and it’s normally named in the terms and conditions and in the operator’s final response to your complaint. IBAS, the Independent Betting Adjudication Service, is one well-known provider, but operators use different ones. Search the app’s terms for ‘dispute’ or ‘ADR’ to find it quickly. Our guide to casino app terms and conditions shows where that section usually sits.
What kinds of complaint can ADR deal with?
Disputes about the gambling itself and how the operator applied its terms. Typical examples include unpaid or reduced winnings, voided bets, bonus terms, payment handling, ID verification and account closures. ADR providers won’t accept complaints that are only about customer service, or about an operator refusing to take a bet or your custom, because businesses can choose whom they serve. If your complaint concerns a bonus, our guide to wagering requirements in casino apps may help you check the terms first.
Is an ADR decision final?
It is the end of the ADR process, but not necessarily the end of the road. After a final adjudication you may be able to appeal, and the provider should explain the grounds and any time limits. After that, the Gambling Commission notes you might consider the small claims court, and advises seeking independent legal advice first. In practice, a well-documented case with screenshots and transaction records gives ADR the best chance of reaching a clear decision. Our casino app safety guide covers keeping good records from the start.
Can the Gambling Commission help if ADR doesn’t?
Not with your individual dispute. The Commission doesn’t resolve or decide complaints about gambling transactions, and it can’t order refunds. It does want to know about possible rule breaches, such as an operator ignoring self-exclusion or mishandling complaints, because that informs its compliance and enforcement work. If you have a complaint about an ADR provider itself, the Commission has a separate route for that. Our remote gambling licence entry explains the obligations operators sign up to.
Gambling can be addictive. Free, confidential help is available 24 hours a day from the National Gambling Helpline on 0808 8020 133. Get support from GamCare or NHS gambling support, or block yourself from all UK-licensed gambling sites with GAMSTOP.
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