Bookmaker/Operator FAQS

I’m a bookmaker, do I need to register with IBAS?

The Gambling Commission requires all licensed gambling operators to put in place arrangements whereby unresolved disputes may be referred to an ‘independent third party’. By registering with IBAS you fulfil this requirement.

What is the relationship between IBAS and the Gambling Commission?

IBAS has been endorsed by the Gambling Commission as the model of what an adjudication service should be, but the Commission is not concerned in the operation, funding or management of IBAS.

What is the relationship between IBAS and the bookmakers?

As its name suggests, IBAS is independent of all bookmakers and all other gambling operators. IBAS publishes details of its funding and its panellists in its annual report.

I am a licensed gambling operator and deal with complaints when they arise, do I need a written complaints handling policy?

Yes. The Gambling Commission requires all licensed gambling operators to put in place a written complaints policy that should be made available to customers.

What rules should I display within my betting shop?

The Gambling Commission requires you to display ‘an accurate summary’ of your rules, including key rules concerning maximum payouts, voiding of bets and who to contact in the event of a dispute. 

Do I need my own set of rules or can I use another firm’s?

At registration you will need to provide a comprehensive set of operating rules as the panel’s first point of reference in any dispute. You are free to adopt the rules of another company but obviously these would need to be modified to your own business model, reflecting your specific trading conditions especially in terms of company variables such as maximum payouts, etc.

Does the Gambling Commission want to know about gambling disputes involving my organisation?

Yes. The Gambling Commission requires all licensed gambling operators to send it a record of the outcome of all disputes as part of their quarterly return. IBAS will do this on behalf of registered operators unless they specify that they would prefer to do it themselves.

What happens if my organisation does not accept an IBAS ruling?

IBAS rulings are binding on both parties to a dispute, without prejudice to their legal rights. If a gambling operator refuses to observe an IBAS ruling then they will be de-registered from the Service and must make alternative arrangements for independent adjudication.