What is alternative dispute resolution for casinos?
Alternative Dispute Resolution (ADR) is a process for resolving disputes between players and gambling operators outside of court. Most regulated gambling markets require licensed casinos to offer access to an approved ADR service when direct complaints can’t be resolved.
How the ADR process works
If you have a complaint with a casino — a bonus not paid, a withdrawal refused, a bet settlement you dispute — you first complain directly to the casino. If their response doesn’t satisfy you, you escalate to the casino’s designated ADR provider. ADR providers review the evidence from both sides and issue a ruling. Their decision is usually binding on the operator. The process is free for players.
Common ADR providers
IBAS (Independent Betting Adjudication Service) is the largest ADR for UK gambling. eCOGRA also operates an ADR service. ESSA handles betting integrity cases. The casino’s terms and conditions will name their specific ADR provider. In the UK, all UKGC licensees must designate an approved ADR. If you can’t identify who the ADR is from the casino’s terms, their licence information on the UKGC register will list it.