If you have a dispute with an on line gambling site there are independent organizations that can help to find a solution. It is a good idea to keep your own records, in case there is a dispute. For example, if you place a bet on a horse race, you should print out a copy of the bet confirmation screen.
Disputes with bookmakers
Do not be afraid to query a bet if you think it has been incorrectly settled. You should initially try to settle your claim with the firm’s customer service department. If this fails, and the site is UK based and the bookmaker is a member of IBAS, you can apply to IBAS to settle the dispute.

Call the IBAS number, available 24 hours a day, to request an arbitration form. Complete the form with all relevant evidence, such as copies of bet receipts. If you are betting over the internet, you should print out the bet confirmation screen. On receipt of the form the service manager will, if he considers it appropriate, refer the dispute to the IBAS panel for adjudication. On completion of the panel’s adjudication, both parties will be informed in writing of the decision.

All bookmakers operating within IBAS are registered with the service and have agreed to abide by an IBAS ruling. Any bookmaker registered who fails to fulfil that commitment will be removed from the register. Ninety-five per cent of UK bookmakers are registered with IBAS. You can check on the IBAS website to find if a bookmaker is registered.

Rulings, however, are not enforceable at law.

Be aware that different firms have different rules, so you should always read these thoroughly before placing bets.

Take care if placing large bets as the smaller bookmaking firms tend to have lower maximum payouts.

Always check how many places a firm pays out for each-way and place bets as some are more generous than others.

Common problems

Late bets
Late bets are void. If you get cut off from an internet betting firm, it is up to you to reconnect. For a bet to be valid, it must reach the firm’s computer before the off. A bet may appear to leave your computer on time but there can be a delay between its leaving your computer and arriving at the firm’s server. It is therefore always advisable to place bets early to ensure that your bet is made.

One event affecting the outcome of another
Be aware that if the outcome on one bet affects the outcome on another, you will get lower odds. For example, if you place an ante-post double on a horse to win the Cheltenham Gold Cup and the Grand National, you will get reduced odds. The bookmaker argues that because the horse won the first race, its odds for winning the second race would be reduced. If you want to place a bet of this type, it is best to negotiate a price with the bookmaker beforehand so you know exactly what your returns will be.

Incorrect odds
Be aware that if odds look too good to be true they may be incorrect. Bookmakers’ rules give them the right to correct errors in the display or transmission of prices. Bookmakers also have the right to correct errors made by their staff.

Disputes with online casinos and poker sites
If a site is government licensed, you can address any complaints about the site to the licensing authority.
If a firm is a member of the Interactive Gaming Council (IGC), it is possible to apply to this body for mediation.

Disputes with spread betting firms
UK-based spread betting firms are regulated by the Financial Services Authority (FSA). The FSA gives spread betting customers a certain degree of protection. There are regulations governing how they promote their service, for instance. All forms of communication should be clear, fair and not misleading. The firm should make you aware of the risks, which must be explained in the main part of the text and not hidden away in the small print. If it compares its services with those of other firms the comparison must be fair and should not create confusion between itself and its competitors. The firm should include contact details in its communications so that you can ask questions or raise concerns.

If you have a complaint against a firm that you think has not been satisfactorily dealt with by the firm, you have access to the Financial Ombudsman Scheme. In addition, if a spread betting firm goes bust, you have access to the Financial Services Compensation Scheme. The FSA website gives details about how to complain.