ProMediate Gambling – ADR for Gambling Disputes
Independent Alternative Dispute Resolution for eligible consumer disputes involving gambling operators who have an agreement in place with ProMediate.
Clear, fair and accessible
Independent help when a gambling complaint remains unresolved
ProMediate Gambling provides independent ADR for eligible disputes between consumers and gambling operators with whom ProMediate has an ADR agreement in place.
Free to consumers
There is no charge to the consumer for using the ADR service.
Approved consumer ADR provider
Independent ADR under the current consumer ADR framework
ProMediate Gambling is ProMediate's independent ADR service for disputes between participating gambling businesses/operators and their customers. ProMediate is currently certified by the Chartered Trading Standards Institute (CTSI) as an Alternative Dispute Resolution provider. ProMediate is participating in the transition to the new ADR approval regime.
From April 2026, the Gambling Commission ceased to be the relevant authority responsible for accrediting and monitoring ADR providers in the gambling industry. CTSI is now the competent authority for the approval and oversight of ADR providers under the current statutory consumer ADR framework.
The Gambling Commission remains the regulator of licensed gambling operators.
Who can use the service?
A consumer can refer a gambling dispute to ProMediate where all of the following apply:
- The gambling operator has an ADR agreement in place with ProMediate.
- You have first pursued the operator’s internal complaints procedure and received its final response, or the dispute has otherwise reached the stage at which it can be referred to ADR.
- The dispute falls within the scope of the ProMediate scheme.
- The amount in dispute does not exceed £10,000.
Before making a referral
Please have the operator’s final response, relevant account or complaint references, a clear summary of the issue and copies of supporting correspondence available.
Consumer ADR Terms and Conditions
Before asking ProMediate to deal with your complaint, please read our Consumer ADR Terms and Conditions. They explain the basis upon which we conduct the ADR process, including its voluntary and confidential nature, information sharing, data processing and retention, and the limited and proportionate use of technology and AI.
By asking ProMediate to proceed with your complaint after being provided with these Terms, you confirm that you have read them and agree to participate in the ADR process on that basis.
A clear six-stage journey
How ProMediate Gambling works
- Step 1
Complain to the operator
First raise the complaint through the gambling operator’s own complaints procedure.
- Step 2
Referral to ProMediate
If the dispute remains unresolved and is eligible, you can refer it where the operator has an agreement with us.
- Step 3
We obtain both sides’ positions
ProMediate obtains the relevant information and evidence from you and the operator.
- Step 4
Independent ADR
Each party can explain its position and respond to relevant information. We independently and impartially seek to assist resolution.
- Step 5
Independent report where appropriate
We may prepare a report summarising the dispute, evidence and positions, with an independent assessment to assist resolution.
- Step 6
Resolution or closure
If agreement is reached, the matter concludes on that basis. Otherwise, we close the ADR process and confirm the position.
Our role
Independent resolution – not a binding decision
ProMediate provides independent Alternative Dispute Resolution. Our role is to help the consumer and operator resolve their dispute fairly and proportionately.
The ProMediate Consumer ADR process is non-adjudicative. ProMediate does not impose a legally binding decision upon either party. Any independent assessment, observations or recommendations are intended to assist the parties in resolving the dispute and are not legally binding unless the parties subsequently enter into a binding agreement.
If a dispute cannot be resolved, the ADR process is closed. Participation in the ProMediate process does not prevent a consumer from exercising any legal rights which may otherwise be available, including bringing proceedings before a court of competent jurisdiction.
Cases we may not accept
ProMediate will not unreasonably refuse to carry out ADR in relation to a dispute falling within the scheme. We carry out an eligibility check before accepting a referral. Circumstances in which it may be reasonable for ProMediate to decline a dispute include, but are not limited to, where:
- The gambling operator does not have an ADR agreement with ProMediate.
- The operator’s internal complaints procedure has not first been pursued.
- The amount in dispute exceeds £10,000.
- The complaint is frivolous or vexatious.
- The dispute is being, or has previously been, considered or determined by another ADR provider or by a court.
- The dispute falls outside the scope of the scheme.
- There is another legitimate reason under the applicable scheme rules why the dispute cannot appropriately be dealt with through ProMediate ADR.
These examples are not exhaustive. ProMediate will consider the circumstances of each referral individually and will not unreasonably refuse to carry out ADR. Where ProMediate declines a dispute, reasons will be given.
Acceptance of a dispute into the ADR process is an eligibility decision only and does not indicate that ProMediate has reached any conclusion as to the merits of the complaint.
The ProMediate Consumer ADR service is free of charge to consumers. ProMediate aims to conclude Consumer ADR disputes within 28 days of receiving the complete complaint file.
Where the value of a dispute exceeds £10,000, it falls outside the ProMediate Consumer ADR Scheme. The parties may instead consider ProMediate’s separate commercial mediation service. Commercial mediation is a separate process, subject to separate terms and fees, with the mediation cost ordinarily shared between the parties.
Refer or pursue a gambling complaint
To ask ProMediate about an eligible gambling dispute, please email:
Please include the operator’s name, your complaint reference, the final response date and a brief summary. We will advise whether the dispute falls within ProMediate Gambling.
Consumer ADR Terms and Conditions
Before asking ProMediate to deal with your complaint, please read our Consumer ADR Terms and Conditions. They explain the basis upon which we conduct the ADR process, including its voluntary and confidential nature, information sharing, data processing and retention, and the limited and proportionate use of technology and AI.
By asking ProMediate to proceed with your complaint after being provided with these Terms, you confirm that you have read them and agree to participate in the ADR process on that basis.
Related information
Are you a gambling operator?
View operator information