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Gambling and Betting
Gambling businesses licensed in Great Britain must have a complaints process and give you access to a free, independent dispute service. The Gambling Commission regulates them but is not an ombudsman, so it cannot settle individual complaints or get your money back.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaints
Complain to the Business First
Complain directly to the gambling business first, using its complaints process. Give dates, times and amounts, and keep copies. The business has 8 weeks from receiving your complaint to resolve it. source
Free Independent ADR
If you are unhappy after 8 weeks, you can take your complaint to an alternative dispute resolution (ADR) provider, which is free and independent. The business should tell you which provider it uses. You must go through the business's process first. source
What the Gambling Commission Does
The Gambling Commission says it is not an ombudsman: it cannot settle individual complaints or recover money, but reports help it regulate. source
Your Money
Withdrawals and ID Checks
A gambling business should not hold on to your money unnecessarily. It cannot demand extra information as a condition of a withdrawal if it could reasonably have asked for it earlier, although it may pause a withdrawal if it spots unusual activity. source
If the Business Goes Bust
Any gambling business must tell you whether your money is protected if it goes bust. source
No Credit Cards
Gambling businesses have not been allowed to accept credit cards since 14 April 2020, online or in person. E-wallet payments must not be funded from a credit card. Lottery tickets and scratchcards can still be bought by credit card in shops alongside other goods. source
Staying Safe
Self-exclusion
You can self-exclude from all online gambling businesses with one request through GAMSTOP; all gambling businesses must take part. When you self-exclude, the business must close your account, return the money in it and remove you from marketing. source
If You Could Still Gamble
Businesses must have procedures to stop self-excluded people gambling. If you could still gamble, report it to the business and the Commission. The Commission cannot refund losses, so use the business's complaints process and ADR. source
Online Slots Stake Limits
Online slots have a maximum stake of £5 per spin for adults aged 25 and over and £2 for 18 to 24-year-olds, introduced from September 2024. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGambling business resolves your complaint8 weeks from receiving it
- 8 weeksGo to an ADR providerAfter 8 weeks, or after the business's final decision
- 24 hoursSelf-exclusion lists updated by businessesEvery 24 hours
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
The Gambling Business's Complaints Process
Always start here, in writing, with dates and amounts.
Its ADR Provider
After 8 weeks or the business's final decision. Free and independent.
Gambling Commission (Reports)
To report a business breaking the rules. It cannot resolve your complaint or get money back.
Steps to Take
Step 1 of 6
Take screenshots of your account, bets, balances and messages.
Step 2 of 6
Complain to the gambling business through its complaints process, with dates, times and amounts.
Step 3 of 6
Ask which ADR provider it uses.
Step 4 of 6
If it is not resolved within 8 weeks, take your complaint to the ADR provider.
Step 5 of 6
Report rule breaches to the Gambling Commission so it can act.
Step 6 of 6
If gambling is causing you harm, self-exclude through GAMSTOP and get free support.
(Tap the numbers to reveal steps)
Evidence and Your Letter
Gather your evidence, then build a letter you can send in minutes.
Evidence Checklist
0 of 5 gatheredTap each one when you have it.
CPUKLetter Generator
How This Works
- 1
Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Unlicensed websites: check the business is licensed by the Gambling Commission before you play.
Being asked for new ID documents only when you try to withdraw winnings: question it if they could have asked earlier.
E-wallets topped up from a credit card are still covered by the credit card ban.
Recent or changing rules: tap to read
Checked 13 October 2026. The stake limits come from a government announcement of February 2024 saying they would start in September 2024. The Commission's credit card page was last updated in November 2021.
Common Problems
Step-by-step help for a specific problem covered by this guide.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain Checked 13 October 2026
- gamblingcommission.gov.uk/public-and-players/guide/page/taking-your-complaint-to Checked 13 October 2026
- gamblingcommission.gov.uk/contact-us/guide/our-most-common-enquiries-from-gambli Checked 13 October 2026
- gamblingcommission.gov.uk/public-and-players/guide/gambling-using-a-credit-card Checked 13 October 2026
- gamblingcommission.gov.uk/public-and-players/page/self-exclusion Checked 13 October 2026
- gov.uk/government/news/new-2-maximum-stake-for-under-25s-playing-online-slots Checked 13 October 2026
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.