Alternative Dispute Resolution (ADR) is the formal process UK casino players can use to escalate complaints that the operator has been unable to resolve through internal channels. UKGC-licensed operators must register with an approved ADR provider (commonly IBAS or eCOGRA ADR) and signpost players to the ADR scheme in their complaints procedure.
ADR decisions are binding on the operator if the player accepts. The player retains the right to take further action via the courts if they reject the ADR outcome. SpinVerdict's public complaints archive documents complaint outcomes that have run through these processes, with player names and personal details redacted.
Example usage
- IBAS (Independent Betting Adjudication Service)
- eCOGRA ADR
Related terms
- Advertising Standards Authority (ASA) — The independent UK regulator that enforces advertising standards across all media including online gambling promotions.
- UK Gambling Commission (UKGC) — The independent regulator of all commercial gambling in Great Britain, established under the Gambling Act 2005.
- eCOGRA audit — Independent third-party testing of game fairness, RTP accuracy and operator payout transparency by eCOGRA.