Dispute Resolution Explained

If you have a problem with an operator, there is a process to resolve it. This guide explains complaints and independent dispute resolution. It is general information, not legal advice.

Start with the operator

The first step is the operator's complaints process. Contact support, explain the issue clearly, and keep records of your contact and any responses.

Escalating internally

If the first response does not resolve it, ask to escalate to a formal complaint.

Independent ADR

If the complaint is not resolved, regulated operators offer access to an independent Alternative Dispute Resolution (ADR) body that can review the case. See how regulation works.

The regulator

The relevant regulator oversees operators and ADR. Knowing this route exists is part of choosing a safe, licensed operator.

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FAQ

Start with the operator's complaints process, escalate to a formal complaint if needed, and if still unresolved, use the independent ADR body that regulated operators provide.

Alternative Dispute Resolution is an independent body that can review a complaint a regulated operator has not resolved, as part of player protection.

Be specific with dates, screenshots and the relevant terms, and keep records of all contact and responses to support your case.

Last updated: 2026-06-15