Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.
Skip to main content


ADR Entity Name eCOGRA  
ADR public contact details:
(address and telephone number)
2/F Berkeley Square House
Berkeley Square
Tel: 0207 887 1480
Website address:


Fees charged by the ADR entity (if any)
ADR fees charged to operators at the rate of £100 for eCOGRA Safe & fair sealholder and £175 per month for non sealholders.
Language(s) in which complaints can be submitted to the ADR entity: English
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity: Remote - all sectors
Whether or not the procedure can be conducted as an oral or written procedure: Written
Whether the outcome of the ADR procedure is binding: Non-binding
The grounds for which the ADR entity may refuse to deal with a dispute:

The website is not included on eCOGRA’s list of approved websites.

The consumer has not ensured that; i) at least two weeks have passed since the problem began; ii) they have followed the approved licence holder’s internal complaints procedure; and iii) all reasonable attempts have been made to negotiate a solution with the approved licence holder before submitting an ADR dispute form.

The dispute is being, or has previously been considered by another ADR entity or a court.

The dispute arose more than one year ago.

The dispute, in eCOGRA’s opinion, is frivolous, vexatious, or does not relate to the outcome of a gambling transaction.