The UK Gambling Commission (UKGC) licenses every gambling business that serves players in Great Britain. Its licence comes with a clear complaints route: you complain to the casino first, it has 8 weeks to resolve it, and after that you can go to a free, independent Alternative Dispute Resolution (ADR) provider. The Commission itself doesn't settle individual complaints, but it publishes a register of licensed businesses and of the action it has taken against them.
UKGC licence quick facts
| Regulator | Gambling Commission (Great Britain) |
|---|---|
| Who it covers | Players in Great Britain; businesses serving them must hold a UKGC licence |
| How to check a licence | The Commission's public register of gambling businesses |
| Complaints route | The casino first (8 weeks), then a free ADR provider |
| Regulator's role in disputes | Doesn't settle individual complaints; publishes regulatory actions |
| Self-exclusion | GAMSTOP for online gambling, plus each casino's own tools |
| Rules players notice | No gambling on credit cards since 14 April 2020, including through e-wallets |
Who issues the UKGC licence
The Gambling Commission regulates gambling in Great Britain and licenses the businesses that offer it, online and on the high street. A casino that accepts players in Great Britain needs its licence; the licence number and company name appear in the casino's footer.
What the UKGC licence requires from casinos
- A complaints procedure, a decision within 8 weeks, and a free ADR provider named in a final letter if you are still unhappy.
- No gambling on credit cards since 14 April 2020; the Commission told operators this includes e-wallets with a credit card behind them.
- Responsible gambling tools such as deposit limits, time-outs and self-exclusion.
How to check a casino's UKGC licence
- Note the company name and licence number from the casino's footer.
- Search the Commission's public register of gambling businesses.
- Check that the licence is active and that the casino's website is linked to that business.
- Look at the register's regulatory actions to see whether the business has been penalised.
If a casino doesn't pay
- Complain to the casino through its complaints procedure; keep copies of everything.
- Wait for its answer. The business has 8 weeks from receiving your complaint to resolve it.
- If you are not satisfied, take the complaint to the ADR provider the casino names. ADR is free and independent; the casino should tell you which provider to use and may send you a "deadlock letter".
- ADR providers decide disputes about the outcome of gambling, not customer service issues or a casino's refusal to take your bet.
You can't go to ADR without first going through the casino's complaints process.
Self-exclusion and limits
GAMSTOP is a free scheme that blocks your access to accounts on gambling websites and apps in Great Britain. Licensed casinos also offer deposit limits, time-outs and their own self-exclusion. Many British banks let you block gambling payments in their apps.
What the UKGC licence doesn't do
- The Commission won't decide your individual dispute; the ADR provider does.
- ADR doesn't cover customer service complaints or a casino's decision not to accept your bets.
- A UKGC licence is for Great Britain; casinos serving other countries may hold different licences.
Our review method explains how we look at licences, and our responsible gambling page lists free help lines.
UKGC licence FAQ
How long does a UK casino have to answer my complaint?
8 weeks from when it receives it. After that, if you are not satisfied, you can go to the ADR provider it names.
Is ADR free?
Yes. The Gambling Commission describes ADR providers as a free, independent service.
Can the Gambling Commission get my money back?
It doesn't settle individual complaints. Use the casino's complaints procedure and then ADR.
How do I check a casino's UK licence?
Search the Gambling Commission's public register of gambling businesses with the company name or licence number from the casino's footer.
Can I use a credit card at a UK-licensed casino?
No. Gambling on credit cards has been banned since 14 April 2020, including through e-wallets.
Sources
- Gambling Commission: how to complain (complain to the business first, 8 weeks)
- Gambling Commission: taking your complaint to an ADR provider
- Gambling Commission: public register
- GAMSTOP
- Gambling Commission: how to block gambling transactions (bank gambling blocks)
- Gambling Commission: gambling on credit cards to be banned from April 2020
- CMS: operators reminded not to accept credit card deposits via e-wallets (Gambling Commission update, June 2020)
Checked 29 October 2026.
