Casino Complaints UK 2026: The Route to IBAS and eCOGRA
Rachel Doughty
Updated
The Gambling Commission will not get involved when you have a dispute with a casino. They recommend that you first raise your concerns with the casino, and that you give them up to eight weeks to respond. If you are unable to resolve your concern with the casino during this time, you may raise your concern with one of the independent (third party) dispute services available. Below are further details of this process, as well as a sample letter.
- 8 weeksfor the casino to resolve your complaint
- 8approved dispute services
- £0cost to you at every step
- £10,000IBAS rulings members must pay up to
How to make a casino complaint in the UK
There are four stages to this process and you cannot bypass the first stage.
- 1Complain to the casino
Be sure to include all relevant details when completing the casino’s complaints process. Retain a copy of all correspondence for your records. The Commission recommends that you start your complaint process with the casino. Several of the independent dispute services will also reject your case if you do not first pursue the casino’s complaints process.
- 2Wait up to 8 weeks
The casino has eight weeks from the date it receives your complaint to respond. If you are still dissatisfied, the casino will provide you with information on how to pursue an internal review.
- 3Get the deadlock letter
Often, casinos engage the services of an independent dispute service to help facilitate and mediate the resolution of disputes between the casino and its customers. A final response letter from the casino will often name the dispute service.
- 4Go to the dispute service
If you do not accept the casino’s final response, you may pursue the matter further with the named dispute service, or you may contact one of the services to assist you if you are unsatisfied with the process or outcome of the casino’s complaints process.
What a casino complaint can cover, and what it cannot
You can complain to a casino about anything. A dispute service only takes some of it.
- Winnings and payouts
Winnings and payment information. include withdrawn funds or unpaid winnings. For more information on why a casino may not pay out, see our article.
- Terms, bonuses and ID checks
Removal of bonus funds. Unfair term. Evidence of a verification that resulted in a payout being stopped. IBAS considers the fairness of the term in question as well. For more information see can a casino keep my winnings?
- Bets cancelled after an account closed
A casino has the right to close your account. If the casino voids a bet or game after the account was closed, IBAS will review that.
- Customer service
Poor website design. Poor customer service. Contact the casino directly.
- Being refused as a customer
A casino has the right to set betting limits and refuse business from a customer.
- Gambling harm and self-exclusion
IBAS will not review your claim if you believe you were able to gamble beyond your financial means or if you believe your self-exclusion was not effectively implemented.
How to write a casino complaint that gets a clear answer
Short, dated and specific. Copy this and fill in the highlighted parts.
Subject: Formal complaint, account username
I am making a formal complaint under your complaints procedure.
On date and time I what you did: requested a £ withdrawal, played a game, claimed a bonus. I expected the outcome you expected, because the term, rule or message you relied on.
Instead, what happened. Your team told me the reason you were given, with the date.
I would like you to pay the £ amount / reinstate the winnings / explain which term applies.
Please confirm you have received this complaint. If you cannot resolve it, please send me your final response in writing and tell me which dispute service to contact.
Provide your supporting documentation. IBAS may require additional documentation. Provide supporting evidence for your dispute. This may include chat logs, email correspondence and bonus terms.
Take the undisputed part. If the casino offers part of the money, IBAS allows you to take the offer and continue to fight for the rest. In this situation, you must inform the casino, in writing, that you accept the offered amount only if it is the amount that is not in dispute. Do not accept a “full and final” offer if you are not willing to close your claim against the casino.
Stay polite. IBAS has the authority to terminate an investigation if a complainant communicates with IBAS or the casino in a threatening or offensive manner.
Taking a casino complaint to IBAS or eCOGRA
You are required to accept the service named in the casino’s terms. You are not allowed to accept both services.
| Point | IBAS | eCOGRA |
|---|---|---|
| Cost to you | Free | Free |
| How you apply | Online claim form, or by post | Online dispute form; written only |
| How long it takes | Typically 8 to 10 weeks | Aims for 90 days from a complete case file |
| Does the casino have to pay? | Members must follow rulings up to £10,000 | Non-binding mediation |
| Too late to apply | More than a year since you last tried to resolve it | More than a year since the casino's process ended |
| If you disagree | One appeal: notice in 10 days, appeal in 20 | Reconsidered on new evidence within 30 days |
Neither of these services are regulatory bodies or have the power to impose a sanction on a casino. They review the evidence provided by the casino and the complainant to determine whether the casino acted in accordance with its terms and conditions. The Commission’s approved list of alternative dispute resolution (ADR) services covers approximately eight ADR services and a number of other services that cover ADR for gaming devices (e.g. gaming machines, bingo, and lotteries).
Is an IBAS or eCOGRA ruling binding on the casino?
Not on you, ever. On the casino, it depends on its own terms.
If the decision is against you, you can still take action through the courts. The Commission’s list records the decisions of both IBAS and eCOGRA as non-binding.
The rules are different for casinos. IBAS states that its registered businesses will honor up to £10,000 of any dispute. IBAS further states that customers receive payment in 99% of cases. eCOGRA states that while its process is non-binding, it acts as a mediator to resolve disputes. Of the casinos we review, BetVictor and Midnite state that IBAS rules are binding, kwiff states that eCOGRA’s decisions are binding, and BoyleSports states it follows IBAS. Grosvenor and MrQ state IBAS, but do not state if binding.
If a casino ignores a ruling in your favour, tell the dispute service first. IBAS says it will act on it. You can also report the casino to the Commission.
Casino complaint routes for the ten casinos we review
Taken from each casino's published terms. Our reviews quote the full procedure.
| Casino | Dispute service | Stages inside the casino | Target | Worth knowing |
|---|---|---|---|---|
| Duelz | eCOGRA | Support, then a formal complaint | Aims to close it in 8 weeks | Write to the support address and say it is a complaint. |
| BetMGM | IBAS | Live chat, email, then a Complaints Specialist | Acknowledged in 24 hours | Also accepts complaints through Resolver. |
| BetVictor | IBAS | Three steps by email | 8 weeks | Ask for a referral number before IBAS. Terms call the ruling binding on both sides. |
| BoyleSports | IBAS | Four stages | 7, 7, 14 and 14 working days, 8 weeks in all | Says it follows IBAS decisions. |
| Casumo | eCOGRA | Support, then escalation | Acknowledged in 24 hours, 8 weeks | UK support runs 7am to 11pm. |
| Grosvenor | IBAS | One complaints team | Aims for 10 working days | Freephone 0800 083 1990. No binding wording in the terms. |
| kwiff | eCOGRA | Helpdesk, then a senior manager | 8 weeks | Only email or in-app complaints, within 6 months of the incident. |
| LiveScore | eCOGRA | Shift Manager, directors, managing director | 14 working days at step 2 | You must hear from a Shift Manager before step 2. |
| Midnite | IBAS | Live chat or the help-centre procedure | Aims for 15 working days | Complain within 6 months. Terms call the ruling binding on both sides. |
| MrQ | IBAS | One stage by email | Acknowledged in 24 hours, 8 weeks | IBAS contact details are printed in the terms. No binding wording. |
Where else a gambling complaint can go
Some problems belong to other bodies, not to IBAS or eCOGRA.
- Gambling CommissionRule-breaking, failed self-exclusion, unlicensed sites. Say it is a regulatory complaint. It never awards money. Complaints hub
- Advertising Standards AuthorityA misleading or irresponsible gambling advert, such as a bonus that hid the deposit you needed. ASA complaints
- Information CommissionerHow a casino handled your personal data. Raise it with the casino first, then the ICO.
- ResolverA free tool that sends and tracks your complaint. Not every casino accepts it, as the Commission points out.
- The courtsIf the dispute service rules against you. In England and Wales a money claim starts online. Get advice first.
- Trading Standards (CTSI)Only if a dispute service itself breaks the law it works under. CTSI took over approving gambling dispute services in 2026.
Gambling Commission
Advertising Standards Authority
Information Commissioner
Resolver
The courts
Trading Standards (CTSI)Check the casino before you need to complain
Most disputes start with a term nobody read.
IBAS and eCOGRA will only resolve disputes for casinos licensed by the UK Gambling Commission. Check if the casino is licensed by the UK Gambling Commission. If the casino is not licensed, it will not be subject to any customer complaint processes in the UK.
Check our list of Gambling Commission fines for licensed casinos that have been fined for mishandling customer withdrawal requests or for using unfair or unclear terms and conditions. Take and save a screenshot of the withdrawal and/or bonus terms. You should also take a screenshot of the offer you are accepting and sign.
Casino complaints: questions
How do I make a complaint about an online casino in the UK?
Go through the casino's internal complaints process first. You should receive a response within eight weeks. If you are not satisfied with the casino's response or you have not heard back from the casino within eight weeks, you may refer your complaint to the third-party adjudicator indicated in the casino's terms and conditions, usually IBAS or eCOGRA, for free.
Does the Gambling Commission deal with casino complaints?
No. The Commission will not take side in gambling disputes. The Commission encourages players to file a complaint with the Commission if they believe the casino has acted improperly. However, the Commission does not have the authority to order a casino to pay out a customer.
What is a deadlock letter?
The casino will respond to your complaint and indicate that they are finalizing their review and that they are not able to take further action. At this point, the casino will provide you with the name of the third-party adjudicator that you may contact. Some casinos may provide you with a referral or deadlock number instead.
How long do I have to take a complaint to IBAS or eCOGRA?
A complaint with either IBAS or eCOGRA will only be accepted if it has been less than one year since the casino complaint ended. Some casinos may only accept a complaint if it is filed within the first six months of the incident in question.
Can I get my money back if I have a gambling problem?
IBAS will not consider claims that you were allowed to gamble beyond your means. This will be considered by the Gambling Commission, if the casino breached any of its policies or rules with you.
Will my bank refund gambling transactions?
This is between you and your bank. Banks will usually investigate transactions that you did not authorize. Contact your bank and follow the procedure outlined above for any disputes that you may have with the casino regarding your winnings.
What if the casino will not follow the ruling?
This must be reported to the dispute service immediately. IBAS states that its members must implement its decisions and IBAS will take appropriate action if this is not done. You may also report the Casino to the Gambling Commission and/or take legal action.
Rachel Doughty
Editor, Casino Warnings · Bristol
Rachel reads the Gambling Commission's registers and enforcement notices, and the terms casinos publish for British players, then writes them up in plain English.
- Sources
- Gambling Commission complaints guides and its list of approved dispute services; IBAS consumer FAQ, dispute and appeals pages; eCOGRA ADR procedures; the published terms of the ten casinos we review. Screenshots are of gamblingcommission.gov.uk, ibas-uk.com and ecogra.org.
