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Pegasus ADR Service

Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.

Contact Pegasus ADR Service

Visit Pegasus ADR Service's website (opens in new tab).

Contact by post:

Pegasus ADR Service
29-30 Ely Place
London
EC1N 6TD

Telephone: 01903 873785

Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

The service is free of charge to consumers.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

  • Adult Gaming Centre
  • Non-remote Bingo
  • Family Entertainment Centre
  • Public Houses and Members Clubs.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered by, another ADR entity
  • the value of the claim falls below or above the monetary threshold set by the ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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Centre for Effective Dispute Resolution (CEDR)

Last updated: 11 November 2022

Show updates to this content

BACTA ADR Service name has changed to Pegasus ADR Service. No other changes have been made to this content.

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