Guides › Faulty Goods and Refunds › Online Gambling Complaint
Online Gambling Complaint
If you have a problem with a gambling business, use its own complaints procedure first. 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 ADR provider it uses.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining
The Process
You must use the gambling business's own complaints procedure first. If unhappy, after 8 weeks you can take your complaint to an ADR provider, a free, independent service. The business should tell you which ADR provider to use and give contact details. After a final adjudication you may be able to appeal. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksBusiness deals with your complaintThen go to ADR
Steps to Take
Step 1 of 5
Take screenshots of your account, bets and messages.
Step 2 of 5
Complain through the business's procedure.
Step 3 of 5
Ask which ADR provider it uses.
Step 4 of 5
After 8 weeks, go to the ADR provider.
Step 5 of 5
If gambling is causing harm, get free support.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Gambling Business
Complain here first.
Its ADR Provider
Free, after 8 weeks.
Good to Know
Small things that make your complaint stronger.
Set deposit limits or self-exclude if you want to stop.
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.
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.