There are two different kinds of complaint, and they go to different places. This page covers both.
Complaints about this website
If something we have published is inaccurate, misleading or unfair — or if you are unhappy with how we have handled your personal information — please tell us through our contact page. Include the page concerned and what you think is wrong.
We aim to acknowledge within 5 working days and to give you a substantive response within 28 days. If we got something wrong, we will correct it and say so.
If your complaint concerns personal data and you are not satisfied with our response, you can escalate it to the Information Commissioner’s Office at ico.org.uk or 0303 123 1113.
If you believe an advertisement or marketing claim on this site breaches the UK advertising codes, you can complain to the Advertising Standards Authority at asa.org.uk.
Complaints about a gambling operator
We are not the operator and we cannot access your account, release a withdrawal, or overturn a decision. Complaints about an account must go to the operator. There is an established route, and it works best followed in order:
- 1. Complain to the operator directly. Use their formal complaints procedure, in writing, and keep copies. Every Gambling Commission licensee must have one and must tell you about it.
- 2. Escalate to their ADR provider. If it is unresolved after 8 weeks, or the operator says it has reached deadlock, you can take it to their Alternative Dispute Resolution service free of charge. The operator must tell you who theirs is — commonly IBAS or eCOGRA. The ADR decision is binding on the operator.
- 3. Report to the Gambling Commission. The Commission does not resolve individual disputes or get your money back, but it does use reports to regulate operators. Report at gamblingcommission.gov.uk.
If the dispute is about a card payment, your bank may also be able to help through chargeback or, for credit cards, a Section 75 claim.
If gambling itself is the problem
If the complaint is really that gambling has got out of hand, the Responsible Gambling page lists free and confidential support, including the National Gambling Helpline on 0808 8020 133, open 24 hours a day.
Last reviewed on 24 September 2026.