How to raise a dispute

Take the dispute as far as you can with the bookmaker

The first advice we give to all customers of gambling operators is to ensure that you have made every reasonable effort to try to resolve the situation with the company you’ve been dealing with.

We realise that sometimes having to deal with different individuals, departments or tiers within the same organisation can be frustrating and tiring, but the point of Alternative Dispute Resolution (ADR) is that services such as IBAS exist to adjudicate when all else fails.

We have arrangements with several gambling operators that we will not look at a dispute until you, as the customer, have been advised in writing that you should contact us or have been issued with a reference code or number to indicate that the company agrees it can do no more to resolve the dispute. Some operators will refuse to deal with IBAS on a dispute until they consider that their efforts to resolve the dispute have been exhausted.

 

Set out the details of your dispute clearly and concisely

The IBAS Case Management team and Adjudication Panel are also experienced and knowledgeable on gambling issues, so you do not need to go into great detail about how particular bets or games ought to work.

When you complete an online or written adjudication form, we ask you to explain:

  • What you did, when and how you did it
  • What you expected the outcome to be
  • Why you expected that outcome
  • What the actual outcome was
  • Why you were told that was the case
  • Briefly, what your interaction with the company has been since

The online adjudication form will allow you to attach any evidence such as photographs or screenshots.

Please remember to provide details such as your account number or account username or receipt/ticket number, if applicable.

Please do not produce reams of correspondence between you and the operator. If your case relies on something that has been written in an e-mail or live chat, please just enclose a copy of that one e-mail or live chat. If we need to request further examples of correspondence we can do so at a later stage.

 

Please respond promptly to any further requests for information or evidence

In many cases, the dispute process is slowed down because the customer has not realised that a follow up letter or e-mail has been sent requesting further information. Please do keep a look out for possible follow up communications.

HOW ARE WE DOING?

Total Value of Payments Awarded or Conceded to Customers in 2016.
£548,056.25
Total Requests for Adjudication.
7,159

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