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Operator FAQS

Q: How much does it cost to register with IBAS?

A: We have a range of annual registration fees depending on the nature of the business. Details of current fees are displayed on the operator registration page.

Q: What do I need to do in order to become and remain registered with IBAS?

You will need to:

  • Complete the application form on this page
  • Review and agree to act in accordance with our Terms and Conditions
  • Supply us with a copy of your current Terms and Conditions and to undertake to inform us each time those Ts & Cs are amended or updated
  • Provide IBAS with a designated point of contact for discussing your customers’ disputes. This person ought to hold a position of suitable authority to enable them to be aware of all issues that might be connected to a dispute and to show discretion where appropriate with their employer’s understanding.
  • Agree to provide IBAS with timely responses to any questions regarding your customer’s disputes, ideally within 7 days and never in any more than 28 days except in special circumstances.

Q: For how long is IBAS guaranteed to remain an approved ADR body?

A: No ADR service can guarantee its approval, but the scheme adopted by the Gambling Commission sees ADR bodies register for one full calendar year at a time, from 1st October in any year to 30th September in the next.

IBAS was among other ADR services approved by the Gambling Commission to adjudicate on gambling disputes from 1st October 2015 and we have remained on the approved list since then.

Q: How does IBAS assess whether rules and terms are unfair?

The IBAS Panel may take legal advice on certain issues, but also relies heavily on information published by organisations such as the Competition and Markets Authority (CMA), often for the benefit of businesses. For example, the CMA Unfair Contract Terms Guidance (LINK BELOW) booklet is a useful guide for both operators and our panellists. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/450440/Unfair_Terms_Main_Guidance.pdf

We will also consider any requirements of LCCP and – from an advertising perspective – the rules set out by the Committee for Advertising Practice (CAP).

Q: Are IBAS adjudications binding on licensed gambling operators?

We follow Gambling Commission guidance on this issue. Their current advice can be read here (LINK OUT) and states:

http://www.gamblingcommission.gov.uk/ADR-Blog/ADR-FAQs.aspx

The Commission expects gambling operators to offer ADR which is binding on the operator (if accepted by the consumer) for disputes which would otherwise be taken to the small claims court (currently disputes of not more than £10,000). For disputes over £10,000, the ADR procedure need not be binding - this would allow for example that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.

Q: Can an operator appeal against an IBAS ruling?

We do accept appeals from operators but only in the following circumstances:

  • You must appeal within 40 days of receiving your ruling
  • There must be some factual error or mistake in the ruling, or
  • You will need to present some new evidence that was not made available when we first considered the case.
  • We don’t conduct reviews of our rulings just because the recipient is unhappy with them. That goes equally for customers and operators.

HOW ARE WE DOING?

Total Value of Payments Awarded or Conceded to Customers in 2020.
£480,222
Total Requests for Adjudication.
5,673

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