Gambling Disputes: Using Third Party Dispute Organisations

Occasionally when using online casinos and sports betting sites you may encounter issues where you wish to dispute them. Usually, this can be disputed through the gambling site itself. However, there may also be instances where you need to use a third party.

This is a much more serious step but introducing a third party mediation can be a successful way to get the resolution you need and is an important aspect of the gambling industry.

What gambling complaints can be taken to ADR

There are certain instances where you take a complaint, or dispute as they are known in the industry, to an alternative dispute resolution (ADR) through a third party. This step should come following liaising with the gambling site in question who have failed to deal, or have unsatissfactorily dealt, with your dispute. You must wait eight weeks before you can take your dispute to an ADR provider.

This could be about:

• The outcome of a gambling transaction or contract.
• The way a transaction has been managed.
• The way the licence holder has carried out its business in relation to its three licensing objectives.

These being:

• To prevent gambling from being a source of crime or disorder, being associated with crime or disorder or being used to support crime.
• To make sure gambling is conducted in a fair and open way.
• To protect children and other vulnerable persons from being harmed or exploited by gambling.

Disputes can be about a range of unresolved complaints to do with the above, from the terms of a bonus offer to the customers ability to manage their account and, most commonly, the ability to access deposited funds or winnings.

Third Parties to use for Gambling ADRs

You’ll find several ADR providers that can help you find resolutions to gambling disputes as mandated by the UKGC. The gambling business itself can often provide you with the information of an ADR provider, as well as a deadlock letter, which will provide information about referring the dispute to an ADR provider.

However, there are a number of well respected third party companies who can help with your disputes. Among those most recommended are:

IBAS

One of the most prominent organisations when it comes to ADRs. The Independent Betting Ajudication Service specialises in the resolutions with gambling companies and has been used by tens of thousands of customers.

Services offered

IBAS can provide support with ADRs every step of the way, including any type of dispute. Their Interactive Claims Wizard can provide insight into whether IBAS can help you, while you’ll find tons of helpful tips, which can be incredibly useful if you’re disputing for the very first time.

Expertise and fairness

There are 14 members on the adjudication panel at IBAS, all of whom have years of experience dealing with ADRs. The organisation is built around gambling cases and has long been one of the go-tos for players all over the UK.

Launched in 1998 by Trinity Mirror as the Independent Betting Arbitration Service, they have seen millions or pounds paid out to customers since, aiding almost 5,000 people and paying out over £400,000 in 2022 alone.

Process and efficiency

The process is incredibly efficient and you can find out quickly if you have a claim through the wizard tool. From there, it’s a case of logging in and completing a claim form, either online or via the post. IBAS do their best to keep paperwork to a minimum and provide support whenever required.

KingCasinoBonus’s overall rating and recommendation

IBAS is one of the most trusted and successful organisations out there for escalating disputes through an ADR provider. Their expert team provides fair and impartial advice and have a strong track record in securing positive results for their clients.

ProMediate

A company which offers a broader offering of ADRs, including gambling disputes is ProMediate. They offer in-depth information on their website about finding a resolution with an online casino, including plenty of guidance.

Services offered

ProMediate is an approved ADR to Gambling Commission operators. Their mediation services are free to consumers, and the named provider of ADR services for the following gambling companies:

• The British Racecourse Bookmakers’ Association
• Maxent Limited t/a Slotty Vegas and Betat Casino
• Alea

Expertise and fairness

ProMediate are a long established mediator and have an expert team with many years experience in the gambling sector. However, it is worth noting that their experience only lies with certain operators.

That said, the mediator has a reputation for fairness and delivering the best results for its customers, and is certified by the Chartered Trading Standards Institute and the Gambling Commission.

Process and efficiency

The process requires those with disputes to contact ProMediate through the contact details above. It is possible to use the service online, with step-by-step instructions on how to do that here.

KingCasinoBonus’s overall rating and recommendation

ProMediate is only useful if you have a dispute with one of the gambling outlets mentioned above. They are efficient in what they do, but you’ll only be able to raise a dispute in certain circumstances.

eCOGRA

eCogra is one of the most respected companies within gambling, providing a wealth of services from testing and inspection to certification and ADRs.

eCOGRA’s opinion is incredibly highly valued and has long specialised in online gambling disputes, with a simple process for players to get the help they need.

Services offered

eCOGRA offers independent services in a number of areas across online gambling, with ADR one of the most popular. In 2023 they received 960 disputes around gambling, around half of which were proven valid, while over 60% of those not valid were due to players not going through internal complaints procedures first.

They cover disputes across various issues, from bonuses and promotions to bets, locked accounts, responsible gambling and, commonly, deposits and withdrawals.

Expertise and fairness

Launched in 2003, eCOGRA has over 20 years specialising in online gambling and has solved thousands of disputes during that time. eCOGRA has an experienced leadership team that have aided the company to become the market leader when it comes to testing and evaluating casino games and operators, something of which has transcended into ADRs.

Process and efficiency

It’s simple to kickstart the ADR process with eCOGRA, with a form available online. All players need to do is fill out their personal details, as well as information regarding the dispute and a member of the eCOGRA team will be in touch to guide them through the next steps.

KingCasinoBonus’s overall rating and recommendation

Alongside IBAS, eCOGRA is a highly recommended ADR service for the gambling sector, providing years of experience across almost every dispute imaginable. The process is straightforward and their reputation stands among the best for resolving such problems.

The ADR Process

You should only turn to third party organisations to dispute if you have already gone through an internal process with the online casino and it remains unresolved after eight weeks.

This then has to be escalated by the casino, free of charge to an approved ADR provider. They will then assist with handling your complaint. You can find more information about the ADR and complaints process on our dedicated Complaints page.