What is IBAS and Can I Make a Claim?

A punter's worst nightmare. You've had an accumulator come in, you go to collect, and the bookie says there's been a "pricing error" or that your bet's been voided because of some rule buried on page 47 of their terms. You've argued with live chat, you've emailed support, and you're getting nowhere.

That's where IBAS comes in. Here's a plain-English guide to who they are, what they can and can't help with, and how to actually make a claim.

Who are IBAS and What are They Used For?

IBAS stands for the Independent Betting Adjudication Service. They're a free dispute resolution service for UK gamblers, and they're what's known as an Alternative Dispute Resolution (ADR) provider.

In plain terms, they're a neutral third party who steps in when you and a gambling company can't agree.

Their adjudicators look at the facts of your dispute and decide whether you've been treated reasonably or unreasonably. They take into account the operator's own terms and conditions, consumer law and regulatory guidance. They don't pick a side before they start, or represent anyone, they are truly impartial.

Any company registered with IBAS agrees that IBAS decisions are binding on them, up to a total value of £10,000. So if the panel rules in your favour, the operator is expected to pay up.

The service costs you nothing. IBAS is funded by the gambling companies that sign up to it (the same way most ombudsman-style services are funded by the industries they cover), but operators don't get a say in decisions.

IBAS says there are no gambling industry reps on its board or adjudication panel, keeping them fully impartial.

How Does an IBAS Claim Work?

The process is mostly done in writing, so no awkward hearings or turning up anywhere. Here's the journey from start to finish:

1. Try to sort it out with the operator directly
2. Get a final response (a "deadlock" letter or reference number)
3. Register with IBAS
4. Fill in the claim form and upload your evidence
5. IBAS reviews your case and gets the operator's side
6. The adjudication panel makes a decision
7. You get the outcome (and can appeal if something's gone wrong)

Here’s a more detailed look at each step.

1. Try to sort it out with the operator directly

IBAS is a last resort, not a first port of call. You need to have made every reasonable effort to resolve things with the bookie first.

It's frustrating, we know, but going through live chat, email or their formal complaints process is usually faster than going straight to IBAS anyway.

Keep every email, chat transcript and screenshot. If you need evidence from the operator, ask for it in writing.

2. Get a final response

IBAS generally won't start looking at your dispute until the operator's own complaints process has finished.

In practice that means the company has told you in writing that they can't do any more, or given you a reference code or "deadlock number" to take to IBAS.

If you haven't got one, ask for it. Without it, IBAS may ask you to go back to the operator first.

3. Register with IBAS

Head to the IBAS consumer portal and create an account with your email address and a password.

They'll send a verification email, and you'll need to confirm it, because that's how they'll contact you about your case.

IBAS says your details are only used for communicating about your dispute and aren't sold or shared, unless legally required (by the police or the Gambling Commission, for example).

4. Fill in the claim form and upload your evidence

Log in, choose "Make a claim", and tell your story clearly. IBAS asks for:

• What you did and when
• What outcome you expected, and why
• What actually happened
• The explanation the operator gave
• Your dealings with the company since

Add your account number or username, plus any bet slip or reference numbers, as well as any supporting screenshots.

If your case hinges on one particular email or live chat, include a copy of that one rather than a 40-page dump. IBAS can ask for more if it needs it.

5. IBAS reviews your case and gets the operator's side

Once your claim is in, a case manager looks at it and the operator is asked to respond.

This is the stage where things can slow down, so keep an eye on your inbox (and spam folder) for requests for more information.

Plenty of claims drag on simply because the customer didn't notice a follow-up email. Sometimes the operator decides to concede at this point and pays you what you were asking for.

6. The Adjudication Panel makes a decision

If it isn't settled earlier, your case goes to the panel. They review written submissions from both sides rather than holding face to face hearings, and the decision is based on the facts, not how polished your writing is.

You don't need a solicitor or a claims firm. You can have someone represent you if you want, but IBAS doesn't recommend paying anyone to do it, and will treat your case the same either way.

7. You get the outcome

IBAS will tell you what's been decided. If you disagree with it, you can appeal within 40 days, but only if there's a mistake in the decision or you have new evidence.

They won't reopen a case just because someone's unhappy. If the decision goes your way and the operator doesn't pay, tell IBAS straight away.

IBAS says that in 99% of cases customers receive their settlement.

What Does IBAS Cover & What it Doesn't Cover?

IBAS will consider any dispute about a bet, game or other gambling transaction you think has been handled unfairly. They look at whether it's been processed correctly under the rules, whether the rules themselves are fair, and whether you're owed anything more than you've already been offered.

For sports betting, that typically means:

Issues IBAS can look at

• Pricing and odds errors: a bet struck at obviously wrong odds that the operator later voids or settles at a lower price
• Unclear or unfair terms and conditions: rules that are vague, hard to find or open to more than one reading
• Incorrect bet settlement: things like dead heat rules, void selections, each-way terms or player/market rules applied wrongly
• Bets cancelled or voided after being accepted: including when an account is closed and previously accepted bets are then cancelled unfairly
• Free bet and bonus disputes: offers not credited, or winnings removed over bonus terms you think weren't made clear

Issues IBAS can't look at

• Allegations of match fixing or cheating: these go to the relevant regulator, such as the Gambling Commission in the UK
• Customer service complaints: rude staff, slow replies, clunky websites and apps
• Bets that were never placed or were refused: and accounts restricted or closed so you couldn't place a bet in the first place
• Claims you were allowed to gamble irresponsibly: unless there's a contractual element, such as the operator breaking an agreement with you
• Self-exclusion failures: for example, if GAMSTOP didn't work as it should, that's a matter for the Gambling Commission

IBAS also doesn't deal with complaints about underage gambling, which is a regulator matter too. Finally, it can only take on disputes with operators that are registered with IBAS, so check the operator directory on the IBAS site before you start.

How to make a claim

Ready to go? Here's what to do:

1. Check you have a claim. The IBAS Claims Wizard is a quick way to see whether they can help.
2. Gather your paperwork: the operator's final response or deadlock number, your account details, bet references and screenshots.
3. Register and log in at the IBAS consumer portal and select "Make a claim".
4. Submit your claim form with a clear, concise timeline.
5. Watch your emails for any follow-up questions and reply promptly.

If you prefer paper, you can request a form from the IBAS office, though IBAS says submitting online is faster.

IBAS contact details

• Website: ibas-uk.com
• Email: ibasteam@ibas-uk.co.uk
• Phone: 020 7347 5883
• Post: Independent Betting Adjudication Service, 3 More London Riverside, London, SE1 2RE

A few tips to give yourself the best shot. Be polite, IBAS can stop handling a complaint and refuse future access if someone is abusive.

Be specific about what rule you think the operator broke. Also, if the operator offers you part of what you're claiming, you can usually take the undisputed amount and still pursue the rest, but tell them in writing that you're only accepting the undisputed part.

Watch out for anything described as a "full and final settlement", though, because accepting that will most likely close the matter.

IBAS FAQs