We understand how frustrating it is when a licensed casino won’t honour your winnings. One common question our clients ask is, “How do I report an online casino for not paying?” In the UK, there is a clear process you should follow to seek a resolution. The operator’s rules and the UK Gambling Commission’s (UKGC) complaints framework set out the steps you must take. Below, we break down the procedure into numbered steps, with legal context and practical advice at each stage. We also explain how Player Protection Legal can support you throughout this process.
Step 1: Confirm the operator’s licence and review the terms
First, verify that the casino holds a valid UKGC licence by checking the UKGC’s public register. If the site is unlicensed, it’s operating illegally, and you should stop playing immediately – then report the site to UKGC as a matter of priority. If it is licensed, carefully review its Terms and Conditions, especially the sections relevant to payouts, withdrawal limits, and any reason why a withdrawal might be refused. UKGC-licensed casinos must publish fair terms; identifying a breach can be crucial evidence. As we advise our clients, confirm the licence status and compare the operator’s actions against their own rules and UKGC requirements. This helps establish whether the casino has violated any conditions by withholding payment.
Step 2: Gather evidence and document everything
A successful complaint hinges on clear evidence. Collect all documentation related to your claim: screenshots of game outcomes, account balances, pending withdrawals and error messages; copies of emails or chat logs with customer support; records of deposits and bets; and a chronological timeline of events (dates, times, amounts, and any support responses). Keep PDFs or printed copies of relevant terms from the site. As the UKGC guidance emphasises, a strong complaint is built on proof. We recommend writing a simple chronology of what happened. Every email or chat transcript can be submitted as evidence. Retain correspondence you send to the casino (and their replies) – you’ll need these if the dispute escalates.
For more on how an independent body may assess your case, see our guide: How to Use the Independent Betting Adjudication Service (IBAS) to Resolve Casino Disputes.
Step 3: Submit a formal complaint to the casino
Legally, you must give the casino a chance to fix the issue before involving third parties. Find the operator’s complaints procedure (often under “Help” or “Terms”). Submit a formal complaint in writing – typically by email or web form – clearly stating that you are lodging a complaint and outlining what happened. Explain that the casino is withholding funds or refusing a valid withdrawal. Include all your evidence as attachments or links (screenshots, transaction IDs, etc.). Reference any specific terms or rules the operator is breaching. Our team often uses Resolver (a free UK dispute platform) to draft and submit complaints, but any written record is acceptable. Be clear about what remedy you want (e.g. payment of your balance).
The casino must respond within the timescales in its policy, normally within 8 weeks. During this process, keep copies of everything you send. If you only have phone or live-chat interactions, follow up in writing, summarising the conversation (this creates a record). If customer support is unhelpful, ask politely for a supervisor or manager. The key is to show you have formally complained and given the operator time to reply, as required by UKGC licence conditions. After eight weeks, if you still have no satisfactory resolution, you are entitled to escalate further.
Step 4: Escalate to an Alternative Dispute Resolution (ADR) provider
If the operator rejects your claim or fails to resolve it in 8 weeks, the next step is ADR. All UKGC-licensed casinos must be a member of a UKGC-approved ADR scheme and must allow players to use it at no cost. The casino should have informed you which ADR body to use (this is often in their T&Cs or final complaint reply). If you have not received this, ask the casino for a “deadlock” letter or ADR contact details.
Contact the nominated ADR and submit a formal dispute. Include a copy of the casino’s final decision (or a note that none was given), your complaint history, and all evidence. The ADR will independently review the case, hearing both your and the casino’s versions. They aim to issue an adjudication within about 90 days. Importantly, ADR decisions are binding on the casino – if the ADR rules in your favour, the casino must pay. We guide our clients through choosing and communicating with the ADR. Leading UK ADR providers include eCOGRA, IBAS, ProMediate, ADRg and others. (Not every ADR is the same, but all are free to use.) If the ADR refuses to accept your complaint, they must explain why – often because it’s outside their scope. If you feel the refusal was unfair, you can try a different approved ADR or seek legal advice.
If you’re wondering whether it’s better to pursue an ADR complaint or go directly to a regulator, we explore that in our article: ADR vs Regulator Complaints: Which Actually Gets Players Paid?
Step 5: Seek financial redress (Section 75, chargebacks and Ombudsman)
While pursuing the operator and ADR, also check your payment method. If you deposited by credit card (and the purchase was over £100), you may have Section 75 protection under the Consumer Credit Act. Section 75 makes your card issuer jointly liable if the operator breached the contract or misled you. You only need to have paid a small deposit on the card to trigger this. However, note that gambling transactions are expressly excluded from Section 75 cover (the Financial Ombudsman has confirmed the same exception). In practice, Section 75 claims against casinos rarely succeed, but it is worth trying if you meet the criteria: contact your card issuer, explain the breach, and request a Section 75 refund. For a more detailed breakdown, see our guide: How UK Players Can Use Section 75 to Recover Unpaid Online Casino Winnings.
If Section 75 cannot apply or is declined, ask your card issuer or bank to do a chargeback. Under the card scheme rules, you can dispute a transaction that went wrong. Submit your evidence to the bank and explain that the casino failed to provide the promised service. If the bank upholds the chargeback, the funds will be reversed. If the bank refuses or delays beyond 8 weeks, you have another remedy: the Financial Ombudsman Service. The Ombudsman can review unresolved bank or card disputes (e.g. declined Section 75 or chargeback claims). It operates free of charge and can order your bank to refund you if it finds the treatment unfair. We often recommend this step to clients whose disputes have stalled – the Ombudsman can compel a financial firm to compensate a customer if it rules in favour.
Step 6: Report serious breaches to the Gambling Commission
Finally, if the casino’s conduct suggests wider licence breaches, inform the UK Gambling Commission. The UKGC does not act as a consumer refunds service, but it does enforce licence conditions for all operators. For example, if there are repeated non-payments, hidden unfair terms, targeting of excluded players, underage gambling or other misconduct, we advise reporting it via the UKGC’s “Tell Us Something in Confidence” portal. Attach your evidence and clearly explain why the casino’s actions break UK law or licence rules. Note that the UKGC will not recover your money – its role is to spot and punish offending operators, which can include hefty fines or licence revocations. However, your report is important. It may help protect other players and ensure the operator is held to account. In sum, use UKGC reporting only for serious regulatory breaches after you have exhausted the complaints and ADR process.
If you’re dealing with an offshore or unlicensed casino, we explain your recovery options in our article: Can I Get My Money Back from an Unlicensed Casino?
How Player Protection Legal can help
We know this process can be daunting. Player Protection Legal assists UK players at every stage. We review your case to identify any licence or consumer law breaches. We help draft a clear, well-documented complaint for you, and can liaise with the casino on your behalf. When it’s time, we guide you in submitting to the ADR provider and ensure your case is as strong as possible. We also advise on whether a Section 75 claim or chargeback is viable, and what to do if you need to involve the Financial Ombudsman. Crucially, we advise when it is appropriate to report the matter to the Gambling Commission. In short, we give you the best chance of recovering your money and making sure unfair practices are exposed.
Remember: we always act in the interests of our clients. Our goal is a fair outcome, whether through the casino’s complaint process, ADR, financial remedies or regulatory enforcement. We will not let an operator escape its obligations – even if that means taking legal steps or escalating complaints for you.
Take action now: If you’ve been denied your rightful payout, don’t accept defeat. Follow the steps above and get help. Player Protection Legal has a long track record of recovering funds from unfair casinos. Contact us today for expert, no-nonsense advice. We’ll guide you through the legal maze, hold the operator to account, and help secure the resolution you deserve. Your rights can be defended – especially with the right legal team on your side.