Making a complaint about Spinson

There is a real complaints process behind every UK gambling licence, and it works — but only if the steps are taken in order. Going to the regulator first is the most common mistake, because the regulator is not the body that resolves individual disputes. This page sets out the sequence and what each stage can actually deliver.

First: separate a query from a complaint

Most problems are queries. A payout that has not moved yet, a bonus that has not appeared, a document sent back for a clearer photo — these are handled by support, and the relevant pages here cover each: a withdrawal in pending, a bonus that has not credited, a refused verification document.

A complaint is what a query becomes when the answer is wrong, absent, or unreasonable. Raising it as a complaint too early wastes the clock; leaving it as a query forever means the clock never starts.

Stage one: the operator’s own procedure

Every UK-licensed operator must have a complaints procedure and must tell you about it. So the first formal step is with Spinson itself, through the channels on the support page — live chat once signed in, or email.

Make it explicit. Use the word complaint, state what happened with dates and amounts, state what you want done about it, and keep the exchange in writing wherever possible. If you use live chat, save the transcript. What you are working towards is a final response — the operator’s last word on the matter — because that is what unlocks the next stage.

Stage two: alternative dispute resolution

If the final response does not resolve it, or if eight weeks pass without one, the dispute can go to alternative dispute resolution. ADR is an independent service, it is free to the player, and every operator holding a UK licence is required to be signed up to one.

Which ADR provider handles Spinson is named in the operator’s own terms and in its entry on the Gambling Commission’s public register — check there rather than trusting a third party’s claim about it, this page included. An ADR decision binds the operator in a way that a support conversation does not.

Have your evidence in order before you start: dates, amounts, screenshots, the final response, and a short account of what happened in sequence. ADR reviews a documented dispute, so the quality of the record matters.

Stage three: the regulator, for conduct

The Gambling Commission at gamblingcommission.gov.uk regulates licensed operators, and it wants to hear when one behaves badly. What it does not do is arbitrate your individual case or recover your money — a point worth absorbing before you spend a week waiting for it to.

Report to the Commission when the issue concerns how the operator conducts itself: terms applied inconsistently, safer-gambling failures, verification used in a way that looks like an obstacle rather than a check. Your report feeds regulatory action on the licence. It does not settle your dispute, which is why it runs alongside ADR rather than instead of it.

What to keep from the start

Anyone who has taken a complaint through this process will say the same thing: the outcome usually turns on records. Keep the dates and times of transactions, the amounts, the payment routes, screenshots of balances and error messages, and the full text of support exchanges. Reconstructing this months later from memory is where most complaints weaken.

Where this site’s role ends

This is an independent guide, not the operator and not a representative. We cannot see your account, contact Spinson on your behalf, or influence any of the stages above — the about us page sets out exactly what this site is and how it is funded.

If the underlying problem is less about a single dispute and more about how much is being lost, that is a different kind of help: GAMSTOP blocks access across every UK-licensed site at once, GamCare runs a free confidential helpline, and the responsible gambling page covers both.