Referral to Management and ADR
What if you are dissatisfied with the casino’s answer, or you get no reply for up to 8 weeks? You have the option to escalate. The casino must, by law, provide you with the details of an independent Alternative Dispute Resolution (ADR) provider. Examples comprise IBAS or The Gambling Commission’s own service. This is a key piece of the protection puzzle. Gather all your evidence—screenshots, chat logs, emails—and present your case to the ADR. They will examine everything fairly and make a definitive decision on the casino. This service is at no cost for you. It is there so you are never stuck arguing with a licensed operator with no way out.