ADR meaning for casino players

ADR meaning in UK gambling complaints

Alternative dispute resolution is a way of settling a disagreement without going to court. In gambling, an ADR provider is an independent body that reads both sides of a complaint, such as a casino's case for voiding bonus winnings and the player's case for keeping them, and reaches a decision. Every Gambling Commission licensee must have an ADR arrangement in place and name its provider to customers.

Using ADR costs the player nothing. It is the last step in the complaint route set out in our complaints and ADR rules page, and it only opens once the casino has had its chance to fix the problem.

How ADR works, step by step

1. Complain to the casino using its published complaints procedure, in writing if possible, and keep a copy.
2. Give the casino up to 8 weeks from receiving the complaint to resolve it.
3. If it is still unresolved after 8 weeks, or the casino issues a final response or "deadlock" letter, the casino must offer to refer you to its ADR provider.
4. Find the provider's name in the casino's terms or complaints page, then submit your case with your evidence.
5. The provider reviews both sides and gives a decision; it can turn away disputes sent too late, but must allow at least 12 months from the casino's final response.

The Commission's guide on how to complain about a gambling business (opens in a new tab) sets out the same order. Our practical guide on how to complain about a bonus adds templates for the first letter.

Approved ADR providers in British gambling

The Commission keeps a list of approved alternative dispute resolution providers (opens in a new tab). Each casino chooses one, so the provider you use depends on where you played, not on what the complaint is about.

The list can change. The Commission updated its ADR page on 15 May 2026 because ADR is moving to providers accredited under the Digital Markets, Competition and Consumers Act 2024; check the current list and your casino's named provider before you submit.

Our entry on IBAS explains the best-known provider in more detail.

Bonus disputes ADR can look at

Most bonus complaints turn on one question: was the term clear, prominent and fairly applied? Typical cases include winnings removed for breaking a max bet rule, a max cashout applied to a big win, spins that never arrived, or winnings voided for what the casino calls irregular play.

Two worked examples using real offer terms show the kind of facts an ADR provider weighs. Under Casumo's terms, bets are limited to £5 while a bonus is active; a player who staked £6 a spin would face the question of whether that limit was shown as a significant term before opting in. Under 10bet's terms, bonus winnings are capped at £1,000; a player who turned the £25 bonus into £1,400 would be paid £1,000 if the cap was clearly stated. In both cases, Commission guidance says operators must explain exactly which restriction was broken and must not keep a free hand to decide what counts as a breach.

A term that is unfair under the Consumer Rights Act 2015 is not binding on you, which an ADR provider can take into account; see unfair terms and the Consumer Rights Act.

ADR meaning compared with an ombudsman

People often expect a gambling ombudsman. There isn't one: the 2023 white paper discussed the idea, but as of October 2026 none has been created and dispute handling is moving to accredited ADR under the 2024 Act instead. The Commission's consultation response on the DMCC-related LCCP changes (opens in a new tab) sets out the change; whether it has commenced is something to check on the Commission's site.

The Commission's rulebook, the licensing conditions and codes of practice, is what requires casinos to offer ADR in the first place.

Complaints ADR may turn away

• Complaints that haven't been through the casino's own process first.
• Disputes sent long after the final response (though at least 12 months must be allowed).
• Matters the provider treats as regulatory, which it may refer back to the Commission; self-exclusion failures are a common example.
• Complaints about an unlicensed offshore site, which has no British ADR obligation at all.

If you're unsure where to go, where to complain about a casino maps each route, and our glossary defines the other complaint terms.

ADR and our partner offers

Each partner below holds a Gambling Commission licence and must offer ADR once its complaints process ends; find the named provider in its terms or help centre, or on our Coral complaints, Ladbrokes complaints and PlayOJO complaints pages. All three offers are for 18+ new customers and terms apply.

Coral gives 100 free spins at 10p after you deposit and bet £10 on slots, accepted within 48 hours and used within 7 days, with no wagering; Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don't qualify. Ladbrokes gives 50 free spins a day for 10 days (up to 500 at 10p) after £10 of slots play, each batch claimed before 23:59 and valid 7 days, no wagering. PlayOJO gives 80 no-wagering spins on Big Bass Bonanza at 10p with a first deposit of at least £10, not in Northern Ireland.

18+. Gambling should be entertainment that costs money, not a way to make it. Decide a budget before you play: set a budget. Free, confidential help: National Gambling Helpline 0808 8020 133.