An earlier version of this article reported that a 'Gambling Ombudsman of Great Britain' would start taking complaints on 1 July 2026. We could find no evidence that such a body exists or has launched. There is no statutory gambling ombudsman in Great Britain. A dispute with a UK-licensed casino goes first through the operator's own complaints process and then, if needed, to an independent alternative dispute resolution (ADR) provider.
No Ombudsman Yet
The idea is not new. The 2023 white paper said the government would work with the industry to create a fully independent ombudsman to handle complaints about social responsibility or gambling harm that operators could not resolve. It expected the body to be set up within a year and said it would legislate for a statutory ombudsman if that approach did not deliver.
As of September 2026 there is no statutory gambling ombudsman. The Gambling Commission does not fill the gap either: it says it does not resolve or make decisions on complaints about gambling transactions. You can still tell the Commission if you think an operator is breaking the rules, but it will not settle your individual dispute.
The Complaints Route
Start with the casino. Check the terms linked to your account or transaction, then follow the operator's published complaints procedure. Give dates, times and amounts, share any evidence and keep copies of everything you send. The Commission says the business has eight weeks from receiving your complaint to resolve it, and should tell you the outcome and what to do next.
If you are still not satisfied after eight weeks, you can take the complaint to an ADR provider. The operator should tell you which provider it uses, and may give you a 'deadlock letter' confirming that you can escalate. ADR is free and independent of the operator, but you cannot skip the first step: the operator's own process must come first.
Free tools such as Resolver can help you write and submit a complaint, although not every operator accepts complaints made through them.
IBAS, eCOGRA and Other ADR Providers
The Gambling Commission publishes a list of approved ADR providers. The two best known to online casino players are IBAS, the Independent Betting Adjudication Service, which covers all remote sectors, and eCOGRA, which also handles remote gambling disputes. Both are free for consumers.
ADR has limits. Providers will not consider complaints that are only about customer service, or about an operator's decision not to accept your bet or your custom. The Commission's list describes the outcome of both IBAS and eCOGRA procedures as non-binding, and eCOGRA may refuse a dispute that arose more than a year ago.
If you disagree with the final decision, ask the provider whether it has an appeals process. Beyond that, the Commission notes that you could take your case to the small claims court, but you should get independent legal advice first.
Updated 23 September 2026: removed unverified claims about a 'Gambling Ombudsman of Great Britain' and corrected the complaints process against Gambling Commission guidance.
