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 calculatedNo obligation to demonstrate what the correct price should have beenNo transparency in how conclusions are reachedIn 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.
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The Independent Betting Adjudication Service, founded in 1998, is a third party organisation that settles disputes between gambling establishments registered with IBAS and their customers in the United Kingdom.
