What is ADR (Alternative Dispute Resolution)?

ADR (Alternative Dispute Resolution) is an independent, out-of-court process for settling disputes between a player and a licensed gambling operator, most often over an unpaid withdrawal, a voided bet, or a closed account. Regulators such as the UK Gambling Commission (UKGC) require every licensee to sign up to at least one approved ADR provider and to tell customers how to reach it once the operator's own complaints procedure is exhausted. An ADR provider is a neutral third party, not a court and not the regulator. The player submits the complaint with supporting evidence; the provider reviews the operator's records, terms and the licence conditions, then issues a decision. For most UKGC-approved schemes the ruling is binding on the operator but not on the player, so the customer stays free to pursue court action if unhappy. The service is normally free to the player, with the operator paying a case fee. Worked example: you win GBP 1,800, but the casino freezes the payout citing a bonus max-cashout clause and offers only GBP 200. You complain internally, get a final response you reject, then escalate to the operator's ADR provider within the 12-month window. The provider examines the bonus terms, finds the GBP 500 cap was never clearly disclosed, and orders the operator to pay GBP 500 rather than GBP 200. Practical context: ADR only handles process and fairness, not "the game felt unfair"; you must complete the operator's own complaints stage first, and outcomes hinge heavily on the written terms. Compare with UKGC, licence conditions, player protection and terms and conditions.