What is alternative dispute resolution in gambling?

It is an independent service that reviews a dispute between a customer and a gambling operator after the operator's internal complaints process has finished. The ADR provider looks at the evidence and the operator's terms and reaches a decision, without the customer going to court. In Great Britain the service is free for customers and every licensed operator must offer access to one.

When can a player take a complaint to ADR?

In Great Britain, a player first has to complain to the operator. The operator's whole complaints process must be completed within eight weeks, with a final written decision explaining how to escalate. If the player is unhappy with the outcome, or eight weeks pass without one, they can take the dispute to the operator's nominated ADR provider, generally within at least 12 months of the operator's final notice.

Is there a gambling ombudsman in the UK?

Not yet. The government's 2023 gambling White Paper proposed an ombudsman to handle complaints about social responsibility failures, and the Gambling Commission had recommended a single ombudsman scheme backed by legislation. As of October 2026, reports indicated the body had not been set up, so disputes about gambling outcomes still go to approved ADR providers.

What can ADR not deal with?

ADR providers in Great Britain deal with disputes about the outcome of gambling transactions, such as how a bet was settled or why winnings were withheld. They generally decline complaints about customer service, and an operator's decision about whose bets to accept, because a gambling business is free to choose its customers. Concerns that an operator has broken its licence conditions can be reported to the Gambling Commission, which does not resolve individual disputes.

Compliance

Alternative Dispute Resolution (ADR)

Reviewed by iGaming Times editorial teamLast reviewed 5 October 2026

What is ADR?

Alternative dispute resolution (ADR) in gambling is an independent service, free to the customer, that rules on a dispute between a player and a licensed operator once the operator's own complaints process has ended without resolving it, offering an alternative to going to court. In Great Britain every Gambling Commission licensee must give customers access to an approved ADR provider, and the operator's whole complaints process, including internal escalation, must take no longer than eight weeks; after that the customer can go to ADR.

The Commission's list of approved providers, last updated in January 2025, names eight, including IBAS, eCOGRA, ProMediate, CEDR, ADR Group and the Tattersalls Committee for betting disputes. ADR covers disputes about the outcome of gambling transactions, such as bet settlement or withheld winnings, but not complaints about customer service or an operator's decision on whose bets to accept. From April 2026, approval of ADR providers passed to the Chartered Trading Standards Institute (CTSI) under the Digital Markets, Competition and Consumers Act 2024.

Key takeaways

ADR is an independent, free route for players to challenge an operator's decision once its complaints process has ended.
British licensees must complete complaints within eight weeks and give customers access to an approved ADR provider.
ADR covers disputes about the outcome of gambling transactions, not customer service complaints or decisions about whose bets to accept.
Since April 2026 CTSI, not the Gambling Commission, approves ADR providers; a proposed gambling ombudsman had not been set up by October 2026.

Why it matters

ADR is where an operator's terms and conditions are tested by someone independent. Disputes over bet settlement, void bets, palpable errors, bonus terms and confiscated winnings regularly reach ADR, and the outcomes show whether terms are clear and applied consistently. Operators that lose the same type of case repeatedly have a terms problem, not a complaints problem.

The rules are part of licence compliance. Under LCCP requirements on complaints and disputes, British licensees must run a written complaints procedure, issue a final decision within eight weeks that explains how to escalate, nominate an approved ADR provider and make dispute resolution free for the customer. The Commission's list says customers generally have at least 12 months from the operator's final notice to take a dispute to ADR. The service is free to customers, so its cost is borne by operators, and case volumes carry a direct cost.

The structure is changing. Since April 2026, CTSI has been the competent authority for approving ADR providers under the DMCC Act 2024, replacing the Gambling Commission in that role. The government's 2023 White Paper proposed an ombudsman for complaints involving social responsibility failures, which ADR currently does not cover well, but as of October 2026 reporting indicated it had not been established. The Customer Service course covers complaints handling and escalation.