IBAS: Independent Betting Adjudication Service
Have a claim?

Positive use of AI

At IBAS, we understand that making a complaint about a gambling business can sometimes feel complicated or overwhelming. You may be unsure what information to include, how to explain what has happened, or how to respond when you disagree with an operator’s decision.

With the increasing availability of Artificial Intelligence (AI) tools, like ChatGPT, CoPilot and Gemini, we recognise that some people may use these tools to help write their complaints, appeals or emails.

We encourage people to explain their dispute to us in their own words, wherever possible, but we know that AI can be a really helpful guide to making sure you get across the points you want to make as clearly as possible.

We don’t expect or particularly want to see complicated legal arguments or references to regulation. What matters most is that we understand what happened, how it has affected you, what you expected to happen and why you believe the operator’s decision is wrong.

 

How can AI-generated content affect your complaint?

AI tools can produce well-written and professional-looking text, but they do not necessarily understand the details of your individual dispute.

Sometimes submissions written by AI can unhelpfully:

  • Include facts, events or arguments that do not accurately reflect your feelings or experiences
  • Incorrectly refer to gambling rules, regulations or legislation that do not apply to your circumstances
  • Introduce issues that are not relevant to the dispute being considered
  • Make your complaint unnecessarily long or difficult to follow, slowing down our processes and the speed at which we can help you
  • Present arguments that you do not fully understand or genuinely wish to make

Tips for Using AI

  • Ask the AI to help make your points clear and easy to understand – and to keep its recommended text as brief as possible to make it easy for IBAS to read and absorb
  • Tell the AI that you want to keep your submission to the facts about what happened to you, what you thought should have happened and what you expect to be done to make things right
  • Ask the AI not to include references to gambling laws or regulations (because IBAS understands these principles already)

What about using AI to write an appeal?

If you disagree with an IBAS decision and wish to submit an appeal, it is particularly important that you explain, in your own words, why you believe the decision should be reconsidered.

An AI tool may suggest arguments or interpretations of the rules, but these may not be relevant to the specific findings in your case.

When submitting an appeal, if you are using AI please ask it to focus on:

  • Which part of the decision you believe to be wrong.
  • Why you believe that part of the decision is incorrect. What was untrue, inaccurate or misrepresented in your opinion.
  • Whether there is any relevant information or evidence you submitted that was overlooked.

An appeal is not simply an opportunity to repeat the original complaint. It should explain why you believe the decision reached by IBAS warrants reconsideration in accordance with our appeal process.

Does using AI affect my chances of making a successful claim?

No, we don’t positively or negatively judge the use of AI.

We just want AI to be used effectively. Sometimes AI tools have a habit of waffling – making the same argument multiple times or referring to lots of laws or regulations that it thinks are relevant. We recommend that if you’re using AI to help you submit anything to IBAS to ask it to help with a short, readable summary of the key facts and arguments.

The risk of sending in long, complex, hard to read submissions is that it takes us longer to help you with your case. If you want to use AI, it should support your communication, rather than replace your own account of what happened.

What should I include in a submission to IBAS?

A straightforward explanation of your dispute is almost always the most helpful.

Ideally, we want to know simply:

  • What happened?
  • What did the gambling business say?
  • Why do you disagree?
  • What outcome are you hoping for?

Where possible write in short sentences, use bullet points or explain events in the order they happened.