How do you solve disputes with online casinos? You can contact the Independent Betting Adjudication Service (IBAS).

Independent Betting Abdjudication Service

It is there if you need it, but hopefully you never will. The Independent Betting Abdjudication Service, commonly referred to as IBAS, is an Alternative Dispute Resolution (ADR) service.

It is approved by the United Kingdom Gambling Commission (UKGC) to offer educated and completely impartial abdjudications for customers with unresolved disputes with gambling operators.

How does IBAS work?

It starts with a problem. You have a complaint to make to the casino site you've been playing at. The first thing you must do is go through the operator's official channel. For instance, if you are a customer at Mr Green or Bet365, you must contact their customer support via email, live chat or telephone detailing your complaint. In an ideal scenario, the issue can be nipped in the bud at this juncture.

However, if you're not satisfied with the operator's ruling, you can then take the matter to an ADR service, which is IBAS for operators that are members with this organization. Please note, online casinos, sportsbooks, poker rooms and so on are not required by law to be registered with IBAS, but it highlights a credible operator for those which choose to do so.

The operator, usually within its terms and conditions, will provide the contact options for reaching out to IBAS. Alternatively, you can use the Claim Wizard tool direct on its website (https://www.ibas-uk.com/how-ibas-works/claim-wizard/). This service is free of charge for customers.

Once your complaint has been lodged, the IBAS Adjudication Panel which consists of members with expert knowledge will evaluate the evidence and make a decision with the aid of the operator's own terms and conditions. IBAS will also ensure that the operator is acting in accordance with the rules set forth by the UKGC.

What IBAS does not deal with

Naturally, there are a number of complaints a customer could have against an operator. IBAS deals with disputes related to bets and other gambling transactions. It assesses whether the complaint was handled fairly as judged by all relevant terms and rules. It does not assist customers with:

  • Customer service issues a player/bettor might have
  • Allegations of fixed/unfair games. This is an issue for the UKGC to resolve
  • Social responsibility such as a parent asking for money back due to an underage child being allowed to gamble
  • Refused bets (mainly for sports betting) or restricted betting limits

IBAS Rulings

First and foremost, IBAS is not a court of law, therefore any ruling that it makes is not legally binding. However, when an operator agrees to become an IBAS member it must state its intention to abide by the adjudications of the panel and thus payout if the ruling is in favour of the player. In 2017, 7,358 requests were made for adjudication resulting in a total of £656,805.42 being awarded or conceded to customers. This is proof that this service is working for players, so bear it in mind if you feel you've been mistreated at the casino.

Last update: 30-09-2019