What to Do If Your Complaint Isn’t Resolved

When a complaint with an online casino remains unresolved, players have specific rights and formal escalation routes available to them. Licensed operators must follow defined complaints procedures, and independent dispute resolution options exist when internal processes do not lead to a satisfactory outcome.

This article explains what steps are available if a casino complaint is not resolved, how escalation works under UK regulation, and what players should realistically expect at each stage when using a licensed online casino.

You’ll learn:

• When a complaint is considered unresolved
• What evidence to prepare before escalation
• Which issues qualify for external review
• How Alternative Dispute Resolution (ADR) works
• The role and limits of the UK Gambling Commission

Confirm the Casino’s Internal Complaints Process Is Complete

Before escalating a complaint externally, players must allow the casino to complete its internal complaints procedure. This requirement applies to all UK-licensed operators, including casino platforms offering slots, table games, or live casino products.

A complaint is generally considered unresolved when:

• The casino has issued a final written response
• The response states the matter is “deadlocked” or closed
• No further internal review is available

ADR providers will usually reject complaints submitted before this stage.

Gather Clear Evidence Before Escalating

Well-organised documentation is essential when escalating a complaint.

Players should collect:

• Screenshots of balances, game errors, or account messages
• Copies of email or live chat correspondence
• Transaction or gameplay records, where relevant
• The casino’s final complaint response

Keep evidence factual and clearly labelled. Independent reviewers assess whether procedures and terms were followed — not personal opinions or expectations.

Understand Which Issues Can Be Escalated

Not every complaint qualifies for external dispute resolution. ADR escalation is typically appropriate for issues involving:

• Account restrictions or closures
• Delayed or disputed withdrawals
• Game malfunctions or settlement discrepancies
• Bonus or promotions applied inconsistently with published terms
• Prolonged verification or identity checks

Complaints relating solely to chance-based outcomes — including those from online slots or live dealer games — are not overturned if the game operated correctly under RNG standards.

Escalate the Complaint to an Approved ADR Provider

If the internal process ends without resolution, UK players may escalate their complaint to an Alternative Dispute Resolution (ADR) provider approved by the Gambling Commission.

ADR providers:

• Are independent from the casino
• Are free for players to use
• Review disputes based on evidence and licence conditions

The casino’s final response must identify the appropriate ADR provider and explain how to submit a complaint.

Submitting an ADR Complaint Correctly

When submitting a complaint to ADR:

• Use the provider’s official complaint form
• Upload all supporting documentation
• Clearly state what outcome you believe is fair

ADR providers assess whether:

• Terms and conditions were applied correctly
• The operator followed regulatory obligations
• Procedures were fair and transparent

ADR decisions are binding on the casino but not on the player.

The Gambling Commission’s Role and Its Limits

The UK Gambling Commission does not resolve individual disputes between players and casinos.

However, it may:

• Monitor complaint patterns
• Investigate systemic compliance failures
• Take regulatory action against licensed operators

Players may still report unresolved issues for regulatory awareness, particularly where broader consumer protection concerns exist.

Managing Stress While a Complaint Is Ongoing

Extended disputes can be stressful. Players experiencing frustration or distress may consider:

• Taking a temporary break from gambling
• Using deposit, loss, or session limits
• Accessing tools designed for responsible gaming

Using safer gambling tools does not affect complaint eligibility or outcomes.

Final Notes

If a casino complaint is not resolved internally, UK players have a clear and regulated escalation pathway. Completing the internal process, gathering evidence, and using an approved ADR provider ensures disputes are reviewed independently and fairly. While the Gambling Commission does not decide individual cases, it oversees operator conduct and consumer protection standards.

Key Takeaways

• Casinos must complete their internal complaints process first
• Evidence is essential for successful escalation
• ADR providers offer independent dispute resolution
• RNG-based outcomes cannot be overturned if compliant
• Safer gambling support remains available throughout

For further information on player rights, complaints, and safer gambling tools, refer to Prime Casino for educational resources and regulatory guidance.