2022/23 ADR Annual Report Published

IBAS has today published its 2022/23 ADR Statistical Report, revealing the number of consumer gambling disputes that have been considered by the service’s ADR team during the period from 1st October 2022 to 30th September 2023. The report also sets out the outcomes of the cases that the service has reviewed.

Managing Director Richard Hayler said:

“I am delighted to publish this record of another successful and impactful year of work for IBAS. The number of complaints being received has fallen from its peak in the 2010s and there are clear indications that gambling operators are – on the whole – more flexible and pragmatic in dealing with disputes about the settlement of bets than they were a decade ago.

“We find ourselves now dealing with fewer cases but disputes which are typically more complex in nature and often involve themes that overlap with regulatory standards. Disputes concerning issues including consumer identity challenges, gambling while self-excluded and gambling in the name of third parties, for example, all highlight the need for effective partnership between the regulator and its approved dispute resolution providers to ensure consistent decision making against standards that everyone understands.”

IBAS 2022-23 ADR Annual Statistical Report