Alternative Dispute Resolution (ADR)
Independent, out-of-court processes that resolve disputes between players and operators, typically after the operator's own complaints procedure is exhausted.
Definition
Alternative Dispute Resolution refers to independent bodies and processes that adjudicate unresolved disputes between customers and gambling operators without going to court. Many licensing regimes require operators to give customers access to an approved ADR provider once the operator's internal complaints process has been exhausted. ADR typically covers disputes about the outcome of a transaction, such as a withheld payout or a disputed bet settlement, and issues decisions that operators agree to be bound by. It gives players an accessible route to redress and gives regulators visibility of complaint patterns across the market.
Worked example
A player whose large withdrawal is refused, and who cannot resolve the matter directly with the operator, refers the dispute to an approved ADR body, which reviews the evidence and issues a binding decision.
Why it matters
For learners it shows consumer-protection machinery exists alongside AML and licensing. For professionals, ADR outcomes and complaint volumes are watched by regulators as a signal of how fairly an operator treats customers.