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Most of the time, a casino that hasn’t paid you isn’t stealing from you. It’s an identity check nobody told you about, or a bonus condition you agreed to without reading. Those clear up.
But sometimes an operator genuinely digs in, and when that happens, there is a defined route — one that runs in a specific order, where skipping a step gets you sent back to the start.
Step one — complain to the casino, in writing, properly
This step isn’t optional, and it isn’t a formality. You cannot escalate to an adjudicator without completing the operator’s own complaints process first; that’s a rule of the system, not a suggestion.
Find their complaints policy — usually in the footer, sometimes buried in the terms — and follow it exactly. Submit in writing, not by live chat. Include dates, times, amounts, your username, and screenshots of anything relevant. Keep a copy of everything you send and everything they reply with. If your only record is a chat window you can no longer open, you have no record.
Step two — wait, and count the days
In the UK, the operator has eight weeks from receiving your complaint to resolve it. That clock is the thing that unlocks the next step, so note the date you submitted.
Eight weeks is a long time when someone is holding your money. It passes faster if you spend it gathering evidence rather than re-sending the same message.
Step three — go to an ADR provider
ADR stands for alternative dispute resolution. It’s an independent service that reviews the case after the casino’s own process has run out, and the important detail is that it is free to you. The operator pays for the scheme; you don’t.
You don’t choose the provider — each operator is signed up to one, and the casino is obliged to tell you which and give you their contact details. Ask them directly if it isn’t on their site.
What adjudication won’t take on: complaints about customer service as such, a refused bet, or a casino declining your custom. It handles disputes about money and terms.
Step four — the regulator, which does something different to what you think
This is where most people go first, and it’s why most people get nowhere.
The UK Gambling Commission says it in plain terms: “We do not resolve or make decisions on complaints regarding gambling-related transactions.” It regulates operators. It does not adjudicate your individual balance.
That doesn’t make reporting pointless — quite the opposite. Regulators act on patterns, and a complaint that goes nowhere for you personally still becomes evidence against an operator’s licence. Report it. Just don’t wait on it to get paid.
For a Malta-licensed casino, the MGA takes complaints through a form on its own site, and only that form. A complaint sent to its general email address will not be acknowledged. You’ll need your username, the operator’s URL, the disputed amount, the date and time, and a description. It’s handled in English or Maltese.
Step five — small claims
If adjudication goes against you and you still think you’re right, small claims court remains open. It’s slow, and it costs something, so it’s a last resort — but the route doesn’t dead-end at ADR.
What makes the difference
Verify your identity the day you open an account. Not when you try to withdraw. Verification delays are the single most common cause of “they won’t pay me”, and almost all of them are avoidable by doing it while nothing is at stake.
Screenshot the terms when you accept a bonus. Terms change. The version you agreed to is the one that governs your dispute, and the only person likely to have a copy is you.
Check the casino is licensed before you deposit — because every step above only exists if it is. An unlicensed operator has no complaints obligation, no adjudicator, and no regulator behind it. That check takes two minutes.
FAQ
Can the Gambling Commission get my money back?
No. In its own words, it does not resolve or make decisions on complaints about gambling-related transactions. It regulates operators and acts on licences. The free, independent ADR provider assigned to that casino is the step that can actually adjudicate your money.
How long do I have to wait before escalating a casino complaint?
Eight weeks from when the gambling business receives your complaint. You cannot take a complaint to an ADR provider without going through the operator’s own process first, so the clock starts when you submit, not when you first noticed the problem.
Does it cost anything to use ADR?
No. Alternative dispute resolution is free to the player. The operator funds the scheme. The casino is required to tell you which provider covers it.
How do I complain about a Malta-licensed casino?
Through the MGA’s online complaint form, which is the only channel it treats as formal — complaints emailed to its general address are not acknowledged. Have your username, the operator’s URL, the disputed amount, and the date and time of the incident ready. Complaints are handled in English or Maltese.
