What is ADR (alternative dispute resolution)?
Definition and example from our casino glossary.
Definition
ADR is an independent service that decides unresolved complaints between a player and a licensed casino without going to court.
When a complaint to the casino does not solve the problem, ADR offers a free or low-cost route that avoids litigation. Many regulators require licensees to appoint an approved ADR provider and to name it in their terms and in final complaint responses. Typical cases involve confiscated winnings, disputed bonus terms, voided bets and withdrawal delays. The process usually requires you to complete the casino's internal complaints procedure first, often within a set period, and then submit the case with evidence such as screenshots, emails and the terms that applied. Depending on the scheme, decisions may be binding on the operator. ADR is not available at every casino, especially under light-touch licences. Before depositing, check whether an ADR provider is named; if a dispute arises, keep records from the start and handle each step in writing.