Every licensed casino must have an ADR provider. This is a third-party arbiter that handles complaints when the casino refuses to resolve them. In 2026, knowing how to use your ADR is critical.
An Alternative Dispute Resolution (ADR) provider is a neutral third party that mediates between players and casinos. It exists because regulators recognised that operators and players often cannot resolve disputes directly. An ADR steps in and makes a binding decision.
The ADR is funded by the casino (they pay an annual fee for the service), but it operates independently. The casino cannot influence the outcome.
First, file a formal complaint directly with the casino. Give them 14-30 days to respond and resolve it. If they refuse, ignore you, or offer an unacceptable solution, escalate to the ADR.
Your casino should list their ADR provider on their website, usually at the bottom or in a "About Us" section. Contact the ADR directly with your complaint. Provide evidence: screenshots, emails, transaction records.
The ADR will ask the casino to respond. You and the casino will exchange statements. The ADR will render a decision, usually within 8-12 weeks.
IBAS and eCOGRA are two of the approved ADR providers for UK licensed operators. eCOGRA is also known as a games testing house, and the two roles are separate.
In Malta the MGA Player Support Unit no longer rules on the merits of a dispute. That sits with the registered ADR entity. Its decision binds both parties, and the operator has twenty days to comply.
Not every market has a gambling ADR. In Germany and the Netherlands money claims go to the courts.
The decision is binding on the casino. If they refuse to pay, that is a regulatory violation, and the regulator can fine or suspend their license.
If your complaint is legitimate (game glitch, wrongful account closure, refused withdrawal), you have a high chance of success through ADR. Studies show ADR resolution rates of 70-85% in favour of players when the complaint is well-documented.
Weak complaints (complaining about losing money due to bad luck) almost never succeed.
| Stage | Timeline | Success Rate (Legitimate Complaint) | Typical Outcome |
|---|---|---|---|
| Informal casino complaint | 14-30 days | Very low (<10%) | Usually ignored or rejected |
| Formal casino complaint (written) | 14-30 days | Medium (30-50%) | May get partial resolution |
| ADR Complaint | 8-12 weeks | High (75-85%) | Full or partial refund likely |
No. ADR processes are designed for direct player participation without legal representation. The ADR explains the process and helps you present your case. Lawyers are optional and usually unnecessary.
No. The casino pays the ADR fees. Filing a complaint is free for players. The ADR may ask you to provide specific documentation, but there are no filing fees.
The ADR decision is binding on the casino but not on you. If you disagree, you can pursue legal action against the casino, but this is expensive and time-consuming. Most players accept the ADR decision.
Verified against 3 primary sources. Last reviewed August 24, 2026.