Key takeaways
- Complain to the casino first.
- Eight weeks for a final answer.
- Then an independent dispute service, free.
- Keep evidence.
In shortA licensed casino must have a complaints process and name an independent dispute resolution service, which you can use free of charge after eight weeks or a final response.
The route
- Raise it with customer support and ask for a reference.
- Use the formal complaints procedure, in writing.
- Wait for a final response, or eight weeks.
- Take it to the dispute resolution service named in the casino's terms.
Who does what
The dispute service rules on your case. The Gambling Commission regulates operators and does not resolve individual disputes, though it takes information about them.
Evidence
- Screenshots.
- Dates, times and amounts.
- Chat transcripts and emails.
Our five
We have not confirmed which dispute service each casino names. It is in their terms, usually under "complaints".
At five casinos
| Casino | Evidence | Detail |
|---|---|---|
| Coral | Required by licence | A dispute resolution service must be named in the terms |
| Ladbrokes | Required by licence | A dispute resolution service must be named in the terms |
| PlayOJO | Required by licence | A dispute resolution service must be named in the terms |
| Casumo | Required by licence | A dispute resolution service must be named in the terms |
| 10bet | Required by licence | A dispute resolution service must be named in the terms |
Keep reading: Casumo: trust report, Withdrawal problems, Trusted live casinos UK and Glossary.
Go further: Trusted no deposit bonuses UK, Is 10bet safe? and Trusted live roulette sites UK.
More to read: Best free spins offers UK and Free spins no deposit UK.
Also: Top slots UK.
Why this matters for trust
Trust in a casino is not a feeling; it is a set of things that can be checked. A licence makes the operator answerable to a regulator. Segregated funds, tested games, a named dispute service and safer gambling tools are conditions of that licence. Knowing how each works lets you tell a casino that is meeting them from one that merely says so, and lets you act quickly when something goes wrong.
What we have and have not tested
Licence numbers and operators were confirmed on the public register, regulatory actions against Commission announcements, and offer terms from each casino's published conditions. Game counts, live studios, apps and withdrawal times are reported by independent reviewers and labelled as such. We have not opened real-money accounts, so we cannot tell you from experience how any of these casinos handles a withdrawal or a complaint. That limit is stated on every page it affects.
What changed for UK casinos in 2025 and 2026
Three changes reshaped online casinos in Britain. From 9 April 2025 online slots were limited to £5 a spin, and from 21 May 2025 to £2 for adults aged 18 to 24. From 19 January 2026 bonus wagering was capped at ten times and promotions spanning two products were banned. Pages written before those dates, and sites still advertising 35x wagering or £100 spins, are describing a market that no longer exists at licensed casinos.
Licences were confirmed on the Gambling Commission register; regulatory actions were checked against Commission announcements on 8 October 2026; offer terms on 5 October 2026. Items labelled "reported" come from independent reviews, and items labelled "not checked" we have not confirmed. How we check. 18+. Free help: 0808 8020 133 or safer gambling.
Frequently asked questions
How do I complain about a casino?
To the casino, then its dispute service.
How long must I wait?
Up to eight weeks.
Is the dispute service free?
Yes.
Does the Commission decide complaints?
No.
Why does this matter when choosing a casino?
Because trust rests on things you can check.
Have you tested these casinos with real money?
No. The review is desk-based and says so.
What are the latest UK casino rule changes?
Slot stake limits in 2025, and a 10x wagering cap and one-product promotions from January 2026.