A clear complaint route for a casino withdrawal

Make the complaint specific

State the withdrawal date, amount, status, payment method, transaction ID and the outcome you want explained. Attach only relevant screenshots and correspondence, with sensitive details masked where they are not needed. Ask whether the operator released the funds; if it did, request the payment reference and route.

Keep the timeline

Save the complaint confirmation and note the date. Follow the operator’s complaints procedure and reply to any reasonable request through its official channel. Avoid repeated chat messages without a record. The Commission can consider information about compliance, but it cannot adjudicate an individual account dispute or order a particular payment in your case. [S10]

Check ADR eligibility

If you disagree with the operator’s response, UKGC says an ADR provider may be available after eight weeks or with a deadlock letter, subject to the provider’s scope. ADR is free and independent. It does not take every kind of customer-service complaint, so read the provider’s rules and the operator’s complaint information. [S09]

Frequently asked questions

Can the Gambling Commission get my money back?

It does not resolve individual account disputes. Complain to the gambling business first; the Commission’s role is regulatory.

When can I use ADR?

UKGC guidance describes an eight-week point or a deadlock letter, but eligibility and scope depend on the dispute and provider.

What evidence should I keep?

The withdrawal reference, status, dates, operator terms shown, payment confirmation and complaint replies.