There may be times when using a bookmaker that you need to make a complaint. This could be over a number of different things and often they are things that can be resolved pretty quickly.
The good news is that for a punter, there are a number of rules and regulations that have been put in place by the likes of the UK Gambling Commission (governing body for gambling in the UK) to make this a much more transparent process than it once was.
Our advice off the bat would be to always reach out to your bookmaker to see if this can be resolved easily. There are times when errors occur, systems fail and unfortunately, things don’t go as they should. This is a part of all businesses, but especially bookmaking given the number of moving parts that each company has these days.
Try to contact them as soon as possible with your issue. All reputable should include a phone number or an email address to access. If you can’t find it then often a quick Google will bring you the information that you need.
Ideally, this will be all you need to resolve your issue, but it should it not be to your satisfaction, then there are a number of process and governing bodies that you can reach out to.
Create a Game Plan
One of the best bits of advice that we can give is to have a game plan and get your facts in order before setting out on your trail for a resolution. As complaints will vary, try to create as much evidence to back up your case as possible to highlight that an error has been made by the bookmaker.
This could include:
- Screenshots
- Print outs
- Bank statements
- Bet slips
- Betting receipts
- And more
The more information you are able to gather, the stronger your case will be when move your complaint from your bookmaker to a governing body.
Make sure that you take a good read through the terms and conditions that are related to your complaint. It could be that you’ve overlooked something or that their terms cover the play that they have taken.
If you still feel that you have a good case or even if you feel the terms and conditions aren’t clear, then you may still have a case to be answered.
Once you have all this info, try going back to the bookmaker to get a resolution. It could be that as you argue with a stronger case file that they relinquish and settle your issue.
It’s also worth noting that you want to try and maintain a good relationship here with the bookmaker. In so many cases it’s a matter that the terms and conditions cover the situation, so technically they don’t have a case to answer to. But they may still settle in your favour as a good will gesture.
If you are still not getting anywhere, then you need to now start by looking at other governing bodies to help you out. We do recommend that you explain to the bookmaker that you will be taking it up with their governing body. But again, not in a malicious tone, just to make them aware of your plans. Also, this could be a last throw of the dice to get a resolution in your favour before you start putting in the hard yards.
IBAS: Independent Betting Adjudication Service
One of the best places to start for a punter is that of IBAS. It’s their job to be totally partial and look at all the facts from both yourself and the bookmaker. They work a little bit like judge and jury, in that they absorb all the facts, before reaching a decision.
The idea of IBAS is that they are an gateway into a complaint procedure that doesn’t require an official legal battle within the courts, saving huge amounts of time and resources.
They work as both a representative of the bookmaker and the person making the complaint. They will advise the bookmaker on how to proceed with each case and then also advise the person complaining on any additional steps should they not be able to come to a decision.
Whilst IBAS is independent as the name would suggest, it is bound to the Gambling Commission, which means that any decision they make is final and has to be acted on by both parties. Cases of up to £10,000 can be acted on by IBAS and their service is free.
It is worth noting that IBAS will only get involved once you have exhausted all possible means of a resolution from between yourself and the bookmaker. You will need to provide proof of all contact made with the bookmaker and the case that you put forward to them.
IBAS will look over the case and should they feel that your complaint has merit, will request written statements from all parties in an attempt to come to a conclusion.
At this point if a ruling has gone against you, then you are able to appeal this. If you lose the appeal, it’s then up to taking your case to the Gambling Commission for a ruling.
Note: The bookmaker must be registered with IBAS to use their service, but most of the bigger name brands in the UK are registered. You can double check if the bookmaker you have an issue with is eligible on their directory page.
UK Gambling Commission
The Gambling Commission don’t generally deal with complaints and for them to get involved, you need to prove that the bookmaker has been in breach of the Gambling Act in some way.
This could include things like allow a child to gamble, not honouring self-exclusions or not protecting vulnerable people, for example. For things like a bet not being cashed out or a problem with a withdrawal process, then this is likely something that they will not get involved with.
If you think that you do fall under this blanket and that the Gambling Commission do need to be informed, then it is worth noting that they have strict guidelines in place for bookmakers holding their license.
As a punter, being aware of these guidelines will stand you in good stead to see if they have been in breach of any terms that they much adhere to. For example, a bookmaker must come to a resolution within 8 weeks for the matter at hand. This could be a settlement or a final letter confirming their decision.
It’s worth spending a bit of time familiarising yourself with the guide on how bookmakers are expected to handle complaints. This can be found here.
Advertising Standards Agency
The advertising standards agency primarily deals with how the bookmaker has advertised themselves. So if your concern relates to a promotion or offer you think you were misled on, the ASA are a great option.
By law bookmakers have to follow certain guidelines on how they promote themselves and if they deviate from what’s allowed the ASA can administer fines and penalties against the company.
Other ADR (Alternative Dispute Resolutions) Mediators
There are several other outlets that you can access to help you with your complaints if you are still unhappy. Most mediators specialise in a specific area and many require the operator to be registered with them to take on the case, so you’ll need to find the right one for your specific complaint:
- Sports Betting
- General Gambling ADR
- Land Based Gambling
- Casinos – National Casino Forum
- Bingo & Arcades – Bacta ADR Services
What’s good about this is that you have a lot of different avenues to take your complaint up with. The effectiveness and power of each will vary depending on your complaint. For example, a misleading advert might be better taken up with the Advertising Standards Agency, whereas a failure to honour an self-exclusion would be better with the Gambling Commission.
Either way, it’s always going to be best to gather as much data and information as possible to build your case. The more you have the stronger the case and the better chance you have of a positive solution.