You won, the casino is stalling, and you're trying to figure out whether you're going to see the money. This guide is the practical escalation ladder — what to do at each step, how long to expect each step to take, and what each level of the ladder can actually enforce. Most disputes that reach an Alternative Dispute Resolution (ADR) provider are resolved in the player's favour when the underlying claim is solid; the hard part is getting through the early customer-support stage in good documentary shape.
Step 1 — Internal customer support (days 1 to 14)
Open a support ticket. Be precise: the date and time you placed the bet, the round identifier if available, the amount, the outcome, the requested withdrawal date, and the current state. Do notthreaten escalation in your first message — you'll need to be able to show the regulator that you gave the operator a fair chance to fix it.
Expected timeline: legitimate operators respond to support tickets within 24–72 hours. KYC reviews on first withdrawal typically take 1–7 business days; subsequent withdrawals should process within 24–48 hours of the request. Anything beyond a week without movement is a stall.
What to ask for, in writing
- The specific reason for the delay (KYC, source of funds, technical, fraud review)
- The list of additional documents required, if any
- The exact processing window once those documents are received
- The escalation path within the operator (manager, dispute team, compliance)
Get the answers in email or chat transcript, not verbally on a phone call. If the operator only offers phone support, summarise the call in writing and email it to them asking them to confirm.
Step 2 — Formal complaint to the operator (days 14 to 56)
If front-line support hasn't resolved the issue, escalate within the operator. Every regulated casino has a formal complaints procedure published in their T&Cs or help centre. Send a written complaint by email referencing:
- Your account name / ID
- The date the issue arose and the dates of all prior contacts
- The specific outcome you're seeking
- Your intent to escalate to the relevant ADR provider if not resolved within the operator's stated timeframe
Step 3 — Alternative Dispute Resolution (ADR)
ADR is where you get real leverage. ADR providers are independent bodies certified by the regulator; their decisions are binding on the operator under the terms of their license. Which ADR you go to depends on where the casino is licensed.
UKGC-licensed casinos
The UK Gambling Commission maintains a list of approved ADR providers. The main three:
- eCOGRA — handles online casino, bingo, poker disputes.
- IBAS (Independent Betting Adjudication Service) — covers betting and gaming disputes.
- ProMediate — broader UK ADR with gambling specialism.
Filing is free for the player. The ADR reviews evidence from both sides and issues a written decision, typically within 6–8 weeks. UKGC-licensed operators are required by their license to accept ADR decisions, so a decision in your favour means the money is paid.
MGA-licensed casinos
The Malta Gaming Authority runs its own internal Player Support unit (formerly known as the Player Support team). You file directly with the MGA at mga.org.mt. The MGA reviews the case and can require operator action under the license terms. Resolution time: typically 4–8 weeks.
Curaçao-licensed casinos (post-LOK)
Under the LOK regime that took effect in late 2024, ADR is mandatory for Curaçao licensees. CADRE (Curaçao Alternative Dispute Resolution Entity) is certified by the Curaçao Gaming Authority and handles player complaints with binding decisions. You file at the CADRE website. Resolution time: usually 4–6 weeks.
For older Curaçao "sub-license" cases that pre-date LOK, SBGOK (Foundation for the Representation of Victims of Online Gaming) also assists with negotiated settlements and ADR coordination.
Anjouan-licensed casinos
Anjouan does not currently maintain a formal ADR provider equivalent to eCOGRA or CADRE. Disputes go through the operator first, then escalate to the Anjouan Internet Gaming Regulatory Authority directly. Resolution times are slower and outcomes less predictable than under UKGC, MGA, or LOK Curaçao. This is one of the reasons we rate Anjouan lower for player protection in the licenses ranked guide.
Step 4 — The regulator
If the ADR doesn't resolve the issue, or if the operator ignores an ADR decision, you escalate to the regulator directly. The regulator can't typically force a payout in an individual case, but they can:
- Add a sanction to the operator's public record (real reputational damage)
- Open a wider investigation into the operator's practices
- Suspend or revoke the license, which terminates the operator's access to game providers and payment processors
For the operator, a regulator complaint is a much more expensive event than a single ADR decision. Many operators that stalled at ADR settle the moment a regulator file is opened — because the alternative is a public sanction.
Where to file:
- UKGC: gamblingcommission.gov.uk contact form
- MGA: mga.org.mt player complaint form
- Curaçao CGA: cga.cw player complaint portal
- Anjouan: anjouangaming.com player complaint form
Step 5 — Payment provider chargebacks
If you funded with a credit card, debit card, or PayPal, you usually have a chargeback window — typically 60–120 days from the transaction, depending on the card scheme. Chargebacks are independent of the casino dispute process and can run in parallel.
When they work: clear cases of non-delivery (you deposited, couldn't play, never got the money back). When they don't: ambiguous cases involving game outcomes, where the card scheme typically defers to the casino's T&Cs. Crypto deposits don't have chargebacks; that's the trade-off.
Step 6 — Small claims court
Last resort. Practical only when the casino is licensed in a jurisdiction where you can serve them (rare for offshore crypto operators) or where you're looking at a consumer-protection court in your home country with cross-border enforcement teeth.
Costs are typically €50–200 in filing fees, response time weeks-to-months, and even with a judgment in hand, enforcement across borders is often impractical. Most disputes that reach this stage are settled before trial because the operator doesn't want to defend in court — but the leverage cuts both ways and is heavily case-specific.
What if the casino isn't licensed anywhere?
Your options narrow significantly. ADR providers won't help; regulators won't help (the operator is outside their jurisdiction). Realistic remaining paths:
- Payment-provider chargeback, if you funded with card or PayPal and you're in window
- Complaint to your country's consumer protection authority (limited cross-border power)
- Public-pressure paths: AskGamblers complaint service, Casino.guru complaint service, Reddit posts in
/r/onlinegamblingwith documentation. These have surprisingly high resolution rates because operators that depend on traffic from review sites care about their reputation scores.
And the prevention angle: this is exactly the situation the red flags guide and the verify the license guide are designed to keep you out of. The 60-second pre-deposit checklist isn't paranoia — it's the cheapest insurance you can buy.
Realistic timelines, end to end
For a well-documented dispute with a licensed operator, end-to-end resolution typically lands in this band:
- Best case (settled at customer support): 1–2 weeks. Most legitimate disputes that aren't actively contested are resolved here.
- Common case (settled at formal complaint or ADR): 6–12 weeks. The operator stalls until ADR is filed, then settles before the decision lands.
- Hard case (decided by ADR or regulator): 3–5 months. Operator contests; ADR or regulator issues a binding decision; payment follows.
- Worst case (court): 6–18 months, and not always with a recoverable outcome.
The pattern across all of them: the players who win are the ones who documented carefully from day one and escalated deliberately at each step. The players who lose are usually the ones who escalated too aggressively early (giving the operator a procedural reason to stall) or who didn't keep records. Slow and well-documented beats fast and angry.
