How to raise a dispute

If you’re ever in a gambling dispute with a licensed operator, and you can’t seem to come to an agreement, IBAS is here to help. We’re an Alternative Dispute Resolution service that provides impartial adjudications. Basically, we’ll look at your case and try to come to a resolution that works for both parties. So, if you’re ever feeling stuck, don’t hesitate to reach out to us.

Take the dispute as far as you can with the gambling business

We advise all customers of gambling businesses to make sure you have made every reasonable effort to try to resolve the situation with the company you’ve been dealing with.

We understand that dealing 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 step in when all else fails.

We have arrangements with a growing number of businesses that we will not look at a dispute until you, as the customer, have been advised in writing that you should contact us, or you have been issued with a reference code or number to indicate the company agrees it can do no more to resolve the dispute.

Register with IBAS

At IBAS, we offer a free service for consumers to resolve disputes with licensed gambling operators. To get started, simply Register and complete a Claim Form either online or by request through the mail.

For a faster resolution process, submit your claim online by creating an account with us. Your email address and password will serve as your login details. We will send you an email for verification, which is important for us to communicate with you about your dispute.

Your privacy is important to us. Your contact information will only be used for communication purposes and will not be shared or sold to any third party, unless required by law such as by the police or the Gambling Commission.

Login to your account and complete a claim form

Once you have registered with IBAS and verified your email address, you should select ‘MAKE A CLAIM’ from the ‘CONSUMERS’ menu above. Enter your registered email address and password and you will see the Claim Form.

Set out the details of your dispute clearly and concisely

Our IBAS Case Management team and Adjudication Panel have extensive knowledge and experience in this area.

When submitting your dispute through our online or written form, we ask you to provide information on:

  • What actions you took and when
  • What outcome you expected
  • Why you expected that outcome
  • The actual outcome
  • The explanation given for the outcome
  • Your interactions with the company since

You can also attach any relevant evidence, such as photos or screenshots, with your form. Please include your account number, username, or receipt/ticket number (if applicable).

Keep your correspondence with the operator concise. If your dispute relies on a specific email or live chat, include a copy of that one email/live chat. We can request additional correspondence if needed.

Please respond promptly to any further requests for information or evidence

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

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