If a licensed casino won’t pay or treats you unfairly, there is a clear, free route to a decision — and most players who use it recover what they’re owed. Here’s the order to follow.
It helps to know the roles so you don’t waste time in the wrong place. The operator resolves complaints first. An ADR provider (IBAS, eCOGRA) is the independent adjudicator that can decide a dispute in your favour — this is the route that actually gets players paid. The UK Gambling Commissionsets and enforces the rules but does not settle individual cases. The Financial Ombudsman Servicecovers financial-services complaints (for example about a payment provider), not gambling outcomes. As a last resort, a dispute can go to court (small claims), but ADR resolves the large majority without it.
Keep everything: your account details, the transaction history, screenshots, the bonus terms that applied, and every message with the operator. Quote the specific term or decision you’re disputing. A calm, documented complaint that references the operator’s own terms is far more effective than an angry one — and it’s exactly what an ADR adjudicator needs to rule.
Process verified against UK Gambling Commission guidance and approved-ADR information (IBAS, eCOGRA) — July 2026. Informational, not legal advice. 18+.
What do I do if a UK casino won't pay my winnings?
Raise a formal complaint with the operator first — every UKGC-licensed casino must have a complaints procedure and work towards a resolution, normally within eight weeks. If it isn't resolved, escalate free of charge to the casino's approved ADR (Alternative Dispute Resolution) provider, such as IBAS or eCOGRA, whose decision the operator must abide by.
What is ADR and does it cost anything?
ADR (Alternative Dispute Resolution) is independent adjudication of a dispute between you and a casino. Every UKGC-licensed operator must be signed up to an approved ADR provider — most commonly IBAS or eCOGRA. It is free to you; the operator bears the cost. You submit your complaint, the casino's response and your evidence, and the ADR body decides.
Will the Gambling Commission get my money back?
Not directly. The UK Gambling Commission regulates operators and can take enforcement action, but it does not resolve individual disputes or order refunds to players — that's what ADR is for. Still, report the operator to the UKGC: complaints feed the regulatory record. The Financial Ombudsman handles financial-services disputes, not gambling outcomes.
How long does a casino have to respond?
Under its UKGC licence conditions, an operator must handle your complaint and aim to resolve it within eight weeks. If that deadline passes without resolution — or the operator issues a final response you disagree with — you can take it to ADR.