Start with the operator
Write to the operator using the complaints contact in its terms or account area. State the dates, amounts, payment method, transaction references and status history. Explain the specific outcome you are asking for, such as a clear reason, a trace reference or a decision on the withdrawal. Keep the original wording factual and attach only relevant records.
The operator’s complaint process can take up to eight weeks. If it reaches a final position earlier, ask for the written response and details of the relevant approved Alternative Dispute Resolution (ADR) provider. UKGC guidance says eligible unresolved disputes may be referred to an independent ADR provider free of charge after eight weeks, or sooner where the operator has reached deadlock.
What ADR can and cannot do
ADR considers eligible disputes about the outcome of a gambling transaction under its rules. The UKGC’s public guidance says ADR will not accept some matters, including general customer-service issues or a business’s decision about whether to accept a customer. Check the provider’s scope and submission instructions before sending records.
The Gambling Commission regulates operators but does not investigate an individual account complaint as a substitute for the operator’s process or ADR. This site cannot submit or decide a complaint. For a withdrawal that is still pending, first use the status checklist; for a rejected transaction, see rejection reasons.