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Why we can’t resolve individual complaints or help get money back

We are not an ombudsman. This means we do not have the powers to resolve gambling complaints or help consumers get their money back.

We can't resolve complaints about gambling transactions such as problems with withdrawals or technical faults in a game. If you have a complaint, you should complain directly to the gambling business in the first instance.

We are responsible for issuing personal gambling licences for individuals and gambling operating licences for businesses. We use our regulatory powers to take enforcement action if we find individuals or businesses failing to follow our rules and regulations.

Read more about how to complain to a gambling business.

How we use the information you give us

Our role is to protect the wider interests of consumers. We aim to have the maximum impact in reducing risk in the areas that it is most needed.

We use evidence from a range of places to build cases against gambling businesses. This includes information provided to us by gambling customers.

The information you provide is valuable to us and will help our work to raise gambling industry standards. We may use it for the following purposes:

  • to help us address specific compliance failings by a gambling business
  • as evidence to inform enforcement action against a gambling business
  • to inform policy development and potential changes to our rule book
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