IBAS - Independent Betting Adjudication Service Opiniões 180

Don’t waste your time they drag you round in circles it’s ran by little kids by the looks of it .

Fails to Meet Basic Standards of Independent Adjudication

I referred a dispute to the IBAS and my concern is not with the outcome, but with the fairness and transparency of the process itself.

The decision appears to rely on evidence that is not fully disclosed to the customer, preventing any meaningful opportunity to review, test, or challenge the material considered. This creates a clear imbalance between the parties and is inconsistent with established principles of procedural fairness, including the expectation of “equality of arms.”

In the context of dispute resolution within the regulated gambling sector, there is a reasonable expectation—aligned with standards overseen by bodies such as the Gambling Commission—that adjudication processes will be transparent, evidence-based, and supported by sufficiently detailed reasoning. Where relevant material is withheld and explanations are limited, those standards are not met.

The position is analogous to a tribunal in which one party is required to answer a case without being permitted to see or respond to the evidence against them. In any credible system of adjudication, such a process would be regarded as fundamentally unfair.

In light of these issues, I do not consider this service to meet even the minimum standards expected of an ombudsman-style body within a regulated sector. The lack of transparency and procedural balance represents a fundamental flaw, and I would not recommend it to those seeking a fair, impartial, and accountable dispute resolution process.

Not fit for purpose

I made a complaint to IBAS because Bet600 would not pay me my winnings after almost a year and having sent them five different forms of ID including personal ID and proof of source of funds.

IBAS ruled that if Bet600 were not satisfied with my ID (for whatever spurious reason) then I had broken their terms and therefore Bet600 did not have to pay me.

There are three major issues with IBAS

Firstly, The operator does not have to prove to IBAS that you have broken their terms. Unproven suspicion is enough.

Secondly, IBAS make no ruling as to whether the bookmaker terms are fair.

Thirdly, IBAS are funded by payments from bookmakers !!

The gambling industry is crying out for an independent ombudsman and IBAS have stated that they would be interested in that role.

They are unfit for that role

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IBAS replied to my review, but their response reinforces exactly why they are not fit for purpose.

They claim decisions are based on “all evidence from both parties” and the “balance of probabilities.” What they fail to mention is that customers are not given full disclosure of the information submitted by the bookmaker.

In my case:

I was not told the specific allegations made against me
I was not shown the evidence relied upon
I was given no meaningful opportunity to challenge the bookmaker’s claims

So the reality is simple: one side can submit information in private, while the other is expected to defend themselves without seeing it.

Calling this a “balance of probabilities” is misleading. A process cannot be balanced when one party is allowed to rely on undisclosed material.

IBAS also state they consider whether terms are unfair. However, they continue to enforce bookmaker terms without requiring robust, transparent evidence from the operator. Assertions appear to be enough.

The result is a process where:

The bookmaker controls what information is shared
The customer cannot properly respond
And IBAS accepts one-sided submissions behind closed doors

That is not independent adjudication. It is a closed process that lacks transparency and accountability.

This is not about losing a case — it is about a system where the customer is placed at a structural disadvantage from the outset.

Until IBAS require full disclosure and allow customers to properly respond to the case against them, their claim to independence will continue to be open to serious question.

Told me they wont help as William Hill CLAIM i haven't exhausted all procuderes. i sent clear evidence of The FINAL RESPONSE And was sent this
Please do not send any more details from your communications with William Hill.



This will be the final instruction on the below.

Refusal of service once shown evidence. Asked 18 times for a different staff member due to my neurological condition was discriminated against for having a ASD condition

I recently went through the IBAS process regarding a dispute with a bookmaker, and the experience has been extremely disappointing.

The core issue is not simply the outcome, but the way the decision was reached. In my case, IBAS concluded that a bet was settled correctly at revised odds, yet provided no statistical evidence, pricing model, or market comparison to support what they described as the “correct price.” There was no explanation of the underlying base price, no assessment of the promoted “boosted” price, and no transparent methodology used to justify their conclusion.

When I raised this in an appeal, the response was even more concerning. IBAS stated that they are not required to provide detailed evidence or modelling, and instead rely on their own judgment and “industry experience” to determine whether a price is an “obvious error.”

This effectively means:

No requirement to evidence how a price is calculated

No obligation to demonstrate what the correct price should have been

No transparency in how conclusions are reached

In my case, no supporting evidence was presented by the operator, and IBAS accepted their position without providing independent verification or analysis.

In my view, this undermines confidence in the fairness of the process. An independent adjudication service should be able to clearly demonstrate how it reaches its conclusions, especially in disputes involving significant financial outcomes.

The process felt one-sided, with heavy reliance on operator assertions and minimal scrutiny of how those positions were supported. Key aspects of the case, including the nature of a promoted “boosted” price and even a goodwill offer made by the operator, were not meaningfully addressed in the final reasoning.

If IBAS is to be considered a truly independent adjudicator, greater transparency, accountability, and evidential standards are essential.

Very frustrating experience and not what I expected from an independent dispute resolution service.

I raised a case to IBAS on the 26th December 2025
It has taken just short of 3 months to finally get a final decision.

Sky bet basically banned me after my bet had started from using the acca freeze promotion. The whole bet came in including the team I wanted to freeze who then conceded an equaliser in the 92nd minute. Full return was £2800.

IBAS reviewed the case agreed sky bets procedure was wrong and that they should have to communicate to me as soon as I’m banned from using the promotion.
3 months on ive still not been told I am banned.

The fact an adjudicator can agree with you but still make a decision in favour of the gambling company is crazy an just proof that IBAS is in the pocket of the gambling company’s.

Gimps

Staff members are extremely slow, Idk where they trained them and why they are so rude and irrogant. Will never use again

James provided an excellent service from start to finish. He helped me take on the might of Betfair with consummate ease and professionalism. He did such a good job that it didn’t even reach the adjudication stage - Betfair paid out before that. Can’t thank him enough!

Although the process took a while, IBAS investigated my complaint in detail, and gave a full and fair explanation at the end of the process. Both sides were given time to explain their side of things, and although the outcome wasn't the one I was hoping for, I feel that my case was taken seriously, rather than being fobbed off.

Limited hassle to report a claim, dealt with professionally and efficiently. Hats off to James for dealing with my case against Betfair. Without IBAS, normal punters like me with a case and a shoddy complaints team at Betfair, we would be screwed.

I made a deposit using my husband card on a uk casino .
I won a bit and the casino withheld my winnings and gave me only my deposits
Do I have a case to get my winnings ?

In 2019 I used IBAS and was sceptical simply on the bases that they are funded by bookmakers and their resolution team whether intentional or otherwise are bound to form working relationships with individuals at a bookmaker and this may lead to bias and unbalanced decision, especially if the bookmaker on previous cases has built up credibility with IBAS.

In my experience I found the fastest way to resolve a bet dispute and get your money is to firstly understand the bookmakers rules so that you can objectively challenge them. If you have acted honestly and not breached them, take them to court. Remember many bookmakers may have unfair terms, which have not been tested in court. The Gambling Commission is a regulatory body by the way and do not investigate disputes but you should let them know if a bookmaker has stolen your funds, as this will be a black mark against them.

I have taken a Bookmaker to Court twice and succeeded on both occasions. A word of warning you do need to know what you are doing as they always have legal representation. In both my cases they defended the case in the hope I would drop the case. The process can be complicated as after issuing a MoneyClaim (a simple process). If the case ends up in a hearing even fast track, you need to be able to prepare multiple documents including a court bundle. You must be prepared to cross examine their witnesses and be cross examined yourself based only on the evidence in the court bundle. This isn’t for the faint hearted as the case might be scheduled for 1/2 or even 1 day.

IBAS may be useful in less complex cases but where funds and winnings have been confiscated (stolen) (which wasn’t the situation in any of my cases) I really would go straight to court. If you are unable to prepare for the case I would strongly suggest you appoint a specialist solicitor familiar with gambling law. If you win their costs are likely to be awarded but you must realise that if you lose in court you may end up paying the bookmakers costs.

The moral is:- the more people that become court savvy and the more cases brought to court the better chance bookmakers will rethink their stance. Their legal team cost money, and if they lose what savings are they making.

My best bit of advice is all bets placed online take clear photographs as you place them with the bet ID time and date. If multiples as the winners come in take further photographs. Also regularly download your transaction history so that you are able to prove a long history. Most importantly a photo of your account settings. A/C no, name and address and that your account has been validated.

Record everything online or on the phone and don’t resort to insults as a court will not look on this very favourably.

Helped me get my £2700 back from dodgy betfred. 10/10

I initially went into the IBAS process with some scepticism but the experience exceeded my expectations. The process to me was transparent and fair and considered both parties 'evidence' and ultimately came to a fair decision.

IBAS is hugely important within the gambling world and im grateful for the team for helping. This industry will forever need an independent route for dispute resolution and to ensure consumer protection.

Dear IBAS Team,

I would like to express my sincere gratitude to your organisation for the assistance and professional support you provided in resolving my dispute with BoyleSports.

Thanks to your involvement and objective review of the case, the bookmaker has paid the full amount of my winnings in full. I highly appreciate your work, attention to detail, and effective approach in protecting customer rights.

Thank you for your support and contribution. Your work plays an important role in ensuring fairness and trust within the betting industry.

Disgustingly biased in the casinos favour. Got it completely wrong and I now have to waste my time taking a company to court.

I've suffered pretty much the exact same issues as all the other 1 star reviewers.

I do wonder if it is simply incompetence or something more sinister?

The top man Richard Hayler has close industry ties however. He's on or was on the board of the SP Committee, an organisation which has allowed margins to increase which is detrimental to punters. And he judges at the Betting Shop Manager of the year awards to boot...

You then have the so called expert panel. They seem to remain anonymous, but like to send condescending messages when they have no right due to their quite outstanding lack of knowledge.

My most recent case was the best. It was regarding the Breeders Cup and they, along with the Bookmaker I appealed against, seemed to be blissfully unaware of the reserve system and max fields.

Then we have the gopher, the head of adjudication Brian Wright, the go between. He seems to try his best, but when you don't know the difference between a French bred horse and a French trained one, it's hard to take him seriously. Could also be a politician as seems to dodge any relevant point which exposes previous inconsistent decision making.

One can only dream in the future of an actual impartial and fair betting ombudsman.

The only advice for anyone is to explore the small claims court option if you have a solid case. Yes, you shouldn't have to resort to this and yes it is hassle, but at least a judge never takes into account the Ibas decision. Odd that don't you think?

* Just an update, I have now been banned by Ibas because of this review. It appears they can't handle the truth. They can dish it out, but not take it.

* I'd like to reply to Jim as there are a few points I believe need clearing up.

Yes, Ibas is a free service to customers like myself, but gambling operators have to pay a fee, well it says so on your website anyway. I believe that is how you are funded.

In any case, I'd rather pay for a service that was better, one which was actually fair, impartial and unbiased, but I'm left with no choice and now I'm deprived of even this due to having the temerity to question the integrity and competence of supposed expert panel members.

You claim I'm being abusive and insulting, yet it's seemingly fine for your staff to use antagonistic and condescending language. I wouldn't mind if this was coming from genuine experts, but instead it's from anonymous people who would believe anything a betting operator would tell them and don't understand basics such as the reserve system at the Breeders Cup.

Clearly double standards are at play here. And it appears you have been showing bias against myself purely because I question clearly incorrect decisions, some of which I've had retrospectively overturned.

It's also concerning that this is your best work and your staff take great pride in being wrong, but I guess that aptly sums up Ibas an organisation. And it's a lazy cop out saying there is a legal alternative. Punters shouldn't be forced into this unnecessarily because you can't do your job properly.

Any review naming an advisor at IBAS is fake (majority of the 5* ones I suspect) as all correspondence is done virtually, you can’t speak to an employee within the company (I tried multiple times) and decisions are allegedly made by a panel.
I supplied loads of evidence, proved that I won a jackpot while the casino provided no supporting evidence at all
IBAS are not independent and also not worthy. Let’s hope we soon get an independent body or ombudsman as these are simply not fit for purpose

I contacted IBAS after the Postcode Lottery (PCL) demonstrated clear discrimination by making titles mandatory and refusing to offer inclusive options like 'Mx.' The PCL failed to offer any reasonable solution for this exclusionary policy.

My subsequent experience with IBAS was equally appalling.

Failure of Governance: Instead of intervening to remove discrimination—which is the expected standard of a governing body—IBAS simply redirected me back to the Postcode Lottery. This action is totally futile and a complete waste of my time, as the PCL had already refused to resolve the issue.

It is clear that IBAS is complicit in this matter. A governing body should ensure discrimination is removed from the organisations it oversees. It appears IBAS has no better standards for inclusivity than the organisation they are meant to regulate. Discrimination is NEVER acceptable.