Step 1: the operator’s own process
The Gambling Commission’s guide says to check the terms linked to your account or transaction, find the business’s complaints procedure on its website and give it all the details, including dates, times and amounts. Keep copies of everything you send. The business has eight weeks from receiving your complaint to resolve it.
Step 2: Alternative Dispute Resolution (ADR)
If you are not satisfied, after eight weeks you can take the complaint to an ADR provider, which is a free, independent service. The business should tell you which ADR provider to use and give you its contact details, and it may send you a deadlock letter confirming you can refer the complaint. You cannot go to ADR without first using the business’s own complaints process.
Step 3: tell the Gambling Commission
The Commission’s guide points to its contact page for complaints about a gambling business. Its register of regulatory actions shows the fines and warnings it has issued: each licensee’s profile on this site lists the ones on its account.
Find the right company
The complaint goes to the licensee, not the brand. Every profile here shows the company and account number the register lists for the domain.
Frequently asked questions
How long does a gambling company have to answer a complaint?
Does ADR cost anything?
Official sources
- Gambling Commission — How to complain (last updated 20 September 2023), read on 18 October 2026.
- Gambling Commission — Taking your complaint to an Alternative Dispute Resolution (ADR) provider (last updated 15 May 2026), read on 18 October 2026.
- Gambling Commission — Register of regulatory actions, read on 18 October 2026.
+18 National Gambling Helpline (run by GamCare): 0808 8020 133, free, 24 hours a day, 7 days a week (as published by the NHS).