How to complain about a gambling company
Choose the problem you are facing. Find out what to ask, what to keep and where to go next. You do not need to share any documents.
Start with the problem you want resolved
- Write down what happened, the main dates and what you want the company to look into.
- Use its published complaints procedure. Keep a copy of what you send and the reply.
- Use the guide below that fits your situation. A payment dispute and a concern about gambling harm may need different next steps.
Check where you were gambling, the operator and the relevant dates before choosing an independent route. Do not assume GB rules apply in Northern Ireland or the Republic of Ireland.
Bookie or casino not paying out? What to do
Ask whether your withdrawal is delayed, refused or waiting for checks. Get the reason in writing and keep the request and reply. Do not deposit or gamble more to try to release the money.
Read the guide ↗Betting account closed with money in it?
Ask the company what will happen to the money separately from why it closed your account. Keep the closure message and the last balance you can verify. You do not need to ask to gamble again to raise a payment concern.
Read the guide ↗IBAS complaints: what it covers and how to prepare
IBAS is the Independent Betting Adjudication Service. It considers certain gambling disputes, free to consumers. First check that the company uses IBAS and that it covers your dispute. This website is not IBAS and cannot submit a case for you.
Read the guide ↗If the company ignored signs of gambling harm
Keep a note of what you told the company, when you told it and what happened afterwards. You can ask it to investigate without deciding for yourself whether the law was broken.
Read the guide ↗Preparing a self-exclusion complaint
Self-exclusion is asking to be prevented from gambling with a company or through a scheme. Keep your request, any confirmation and the records of what happened afterwards.
Read the guide ↗Ask for your gambling account records
A targeted request can help you understand the sequence of events. You can prepare one without uploading your documents here.
Read the guide ↗Finding independent legal advice
You can use the official registers below to check a solicitor. A listing is not a recommendation or proof of experience with gambling disputes.
Read the guide ↗