It is a non-statutory organisation that was created in 1998 as online betting was beginning to grow at a great pace. Whilst most bets run smoothly without an issue, an industry (UK gambling) that turns over £50bn a year is sure to have some disputes and IBAS was established to attempt to resolve those.

IBAS was established to ensure that levels of customer service and transparency were maintained and this approach was legally endorsed in 2007 when the Gambling Commission was set up as regulator to the industry. Alongside this, the role of IBAS has been clearly defined as an independent body that seeks to resolve disputes.

Prior to contacting IBAS both parties – the customer and the operator – must have attempted to resolve the issue. If either party are left dissatisfied then IBAS will look into the matter. They are objective and confidential and consider the facts of the case, rather than the quality, style and rhetoric of the presentation.

A ruling will be given that clearly outlines the reason for the decision, taking into account the operator’s rules or, where none of relevance exist, using their judgement and industry standards. There is no formal appeals process but cases may be revisited if new information is forthcoming. Whilst judgements are not legally binding, as an independent body they carry considerable weight in any future proceedings.

All complaints must be raised in writing and will be considered privately. The process can take varying amounts of time depending on the complexity of the dispute and the chain of information required to resolve it.

IBAS is a fine organisation that helps ensure UK customers are protected and treated fairly in their gambling transactions and all things considered they do an excellent job.

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