What is ADR (Alternative Dispute Resolution)?
An independent third-party service that resolves disputes between players and UKGC-licensed casino operators without going to court. All UKGC licensees must use an approved ADR provider.
In Depth: ADR (Alternative Dispute Resolution)
When a complaint cannot be resolved between a player and a casino within 8 weeks, the player can escalate to the operator's ADR provider free of charge. The ADR investigates both sides and issues a binding decision.
Common ADR providers include:
- IBAS (Independent Betting Adjudication Service)
- eCOGRA (also a testing lab)
- CEDR (Centre for Effective Dispute Resolution)
The casino's terms and conditions must name their ADR provider. If you cannot find it, ask customer support. After ADR, the only remaining route is court action or reporting to the UKGC (which handles regulatory matters rather than individual disputes).
Real-World Example
After a casino refused to process a £2,000 withdrawal for 6 weeks, the player escalated to IBAS, who reviewed the case and ordered the casino to pay within 14 days.
Related Terms
IBAS (Independent Betting Adjudication Service)
The UK's leading ADR provider for gambling disputes. IBAS offers free, independent adjudication for players who cannot resolve complaints directly with a UKGC-licensed operator.
UKGC (UK Gambling Commission)
The statutory regulator for all commercial gambling in Great Britain, established under the Gambling Act 2005. The UKGC issues operating licences, enforces compliance, and protects players and vulnerable adults.
KYC (Know Your Customer)
Mandatory identity verification required by UKGC-licensed casinos before processing withdrawals. Players must prove their identity, address, and sometimes source of funds to comply with UK anti-money-laundering regulations.