Cookies on the Gambling Commission website

The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content

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

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.


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.
Previous page
ADR group
Next page
Centre for Effective Dispute Resolution (CEDR)
Is this page useful?
Back to top