Dispute Resolution
When things go wrong at an online casino, the path forward depends on where the operator is licensed and what protections apply in your jurisdiction. We’ve created this guide to help you understand how disputes are handled, what steps to take, and which organisations can support you along the way.
How disputes are handled
The UK’s gambling framework requires licensed operators to resolve player complaints within a defined process. If you believe the casino has treated you unfairly—whether over a bonus, a payment, a closed account, or a game outcome—your first move is to contact the operator’s complaints team directly. Licensed operators must publish their complaints procedure on their website, and they typically have eight weeks from when they receive your complaint to investigate and respond.
Taking your complaint further
If you’re unhappy with the operator’s decision after eight weeks, you can escalate to an independent Alternative Dispute Resolution (ADR) provider. This is not optional for licensed operators; UK law requires them to use an approved third party to resolve disputes between customers and the business. The ADR provider acts as an impartial adjudicator and can award compensation. Your chosen ADR provider should be one that the operator themselves recognizes and, in many cases, participates in—they’ll tell you which one to use. The process typically costs nothing to the player.
What we cannot do
We are an information site about the Ohcasino brand, not an extension of the operator or a representative of their complaints team. We cannot investigate your dispute, contact the casino on your behalf, or guarantee an outcome. We also cannot access the operator’s systems or override their decisions. What we can do is point you toward the right channels and explain how the system works.
Support during and after disputes
If you’re struggling with how gambling is affecting you, separate support exists regardless of whether you have an active complaint:
- National Gambling Helpline: 0808 8020 133 (GamCare, 24/7)
- National Gambling Support Network: A network of free services across Great Britain offering confidential counselling and support
- Beacon Counselling Trust: 0151 226 0696 (specializing in gambling-related harms)
- Gordon Moody Association: 01384 241292 (residential support and recovery programmes)
Before you dispute
Many disputes can be avoided. Before you register an account or place money, read the casino’s terms carefully—particularly sections on bonus conditions, withdrawal methods, account restrictions, and responsible gambling features. Keep records of your activity: screenshots of bets placed, payment confirmations, and any communications with support. This documentation will be essential if you need to file a formal complaint.
Who regulates the operator
The operator’s licensing authority publishes information about the company, its licence status, and sometimes complaint patterns. You can verify the operator’s regulatory standing through the authority’s public register. This is separate from UK regulation; operators may be licensed outside the UK but still serve UK players, in which case UK player protections and the Gambling Commission’s oversight still apply.