What IBAS does not cover

We will consider any dispute about a bet, game or any other gambling transaction which you consider to have been handled unfairly. We examine whether the transaction has been processed correctly per the relevant rules or terms, whether those rules are fair and whether a customer is entitled to receive any payment in addition to what may have already been offered.

However, IBAS does not currently consider:

• Claims that a person has been treated irresponsibly by a gambling business. Following guidance from the UK Gambling Commission, we do not consider claims by consumers that they have been allowed to gamble excessively/irresponsibly, unless there is a contractual element to the dispute (e.g. that the company breached an agreement between you and the company).
• Issues relating to the effectiveness of self-exclusion systems (these complaints should be referred to the Gambling Commission). For example, if your complaint is that GAMSTOP did not work as it was meant to, this should be shared with the Gambling Commission as a regulatory complaint – IBAS cannot take on complaints of this nature. 
• Any disputes relating to the standard of customer service provided, including anything about premises or facilities used where gambling takes place, including websites
• Allegations of fixing, cheating or games operated in an unfair manner (these should be referred to appropriate regulator in the country where the business is licensed, e.g. the Gambling Commission in the UK)
• Complaints that persons under the age of 18 have been allowed to gamble. Again, these are standards that are policed by regulators, e.g. the Gambling Commission in the UK
• Complaints about bets that were never processed/refused or accounts that are restricted or closed thereby denying the customer the opportunity to place a bet. However, where a customer is complaining that their account has been closed and bets or transactions that have previously been accepted have later been cancelled unfairly, would fall within the IBAS remit

More information about submitting a regulatory complaint (e.g. on a question of cheating, or a matter relating to social responsibility) can be obtained here. When contacting the Gambling Commission to report concerns about the way a business is being run please be clear you are making a regulatory complaint rather than lodging a dispute, otherwise you may be referred back to IBAS.

PLEASE NOTE: The Gambling Commission does not conduct an investigation in the same way as IBAS (i.e. with a published final decision) nor does it ever make financial awards to customers. However, on some occasions the outcome of a regulatory investigation may either persuade an operator to make a payment to the complainant or provide grounds for the complainant to take the matter to court.

 

If you do have a complaint about being allowed to gamble more than you can afford to lose, please do think about accessing  anonymous, professional and practical advice and support from one of the organisations designed to help people struggling to control the amount of money or time they spend gambling. Contact details for some of these organisations can be found via our Related Links section.