Who is IBAS?

The Independent Betting Adjudication Service (IBAS) was established in 1998 and acts as an impartial adjudicator on disputes that arise between a gambling Operator and its Customers. . IBAS is an independent dispute resolution service available to Customers in the event that a dispute is not resolved to the Customer’s satisfaction by use of the Operator’s own complaints procedure. Betway is a registered IBAS Operator.

How does the IBAS adjudication process work?

Upon receipt of a dispute, it is first reviewed and, if considered genuine, the dispute is referred to a Panel for adjudication.

An adjudication by IBAS passes through three stages:

1. appraising the individual circumstances of the case; then
2. selecting the axiom governing those circumstances; and finally
3. determining the basis for settlement

Once the adjudication process is considered complete, the Panel will issue a ruling in the form of a written document, which is sent simultaneously to the Customer and the Operator. It will explain the Panel's reasons for the ruling, sets out the Panel’s conclusion and directs how the matter should be resolved.

Is the IBAS ruling enforceable?

The IBAS ruling is binding on all parties in the dispute and concludes IBAS's handling of the dispute and its obligation under the Terms and Conditions entered into by the Customer and Operator.

What is IBAS’s commitment?

  1. to guarantee impartiality and fairness to both parties;
  2. to look at each case independently;
  3. to adjudicate each case on its own merits, taking into account the operator's rules;
  4. to manage a comprehensive, up-to-date register of bookmakers/operators who, as members, have declared an intention to abide by IBAS rulings on online gambling disputes;
  5. to maintain a panel of experts (unconnected with the bookmaking industry) possessing the necessary experience and understanding to provide authoritative arbitration;
  6. to give the appropriate amount of care and attention to all disputes; and
  7. to ensure confidentiality regarding all communications at all times during the arbitration process.

How do I contact IBAS?

Before completing the Adjudication Form, it is recommended you read the IBAS case studies section as it may list a similar case which may apply to your own circumstances and may help clarify your case before proceeding to adjudication.

Telephone: 020 7347 5883 (English language only)
Fax: 020 7347 5882
Website: http://www.ibas-uk.com/ 
Email: [email protected]

Adjudication Form: http://www.ibas-uk.com/adjudicationForm.php

Furthermore, please take note that IBAS will only adjudicate on a dispute when:

a) the Operator holds an Operating Licence from the Gambling Commission and the dispute concerns a wager which is subject to the laws of England and Wales, or Scotland; save that IBAS may, in its absolute discretion, deal with disputes arising in other jurisdictions; and
b) a genuine deadlock exists between a Customer and an Operator.

Last updated: 24/03/2015 at 09.30 GMT

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