What Do I Do if I Have a Betting Dispute? – A Guide for UK Punters

Has the outcome of a bet ever left you feeling dissatisfied? Not the result, of course, (we have all been there), but rather the manner in which the bet was settled. Whilst rare, betting disputes can and do happen. The question is, what should we do if we find ourselves at odds with the bookmaker? Can we complain? If so, who do we complain to? Are there any external agencies that can help?

Thankfully, betting in the 21st century generally runs pretty smoothly. In our decades of personal betting experience, the staff at NewBettingSites.uk can count on one hand the number of times we have had a dispute with a bookmaker. Nevertheless, that still leaves a handful of occasions when we needed to resolve a dispute. Happily, (at least for those betting with a UK Gambling Commission (UKGC)-regulated site) problems can usually be resolved relatively painlessly. Let’s take a look at the most common causes of betting site disputes and what to do if you find yourself in this situation.

Common Causes of Betting Disputes

With more sports, markets, and bet types available than ever before, the reasons for a potential dispute are numerous. It is a testament to how smoothly UK online betting works that disagreements are so infrequent. Nevertheless, when a dispute does arise, it will usually be related to one of the following reasons:

• Winnings Withheld or Delayed - Backed a winner, but the funds aren’t in your account? This may be due to the betting site delaying payment while it conducts account checks, verifies your identity, or ensures that the betting activity complies with its terms and conditions.
• Incorrect Bet Settlement - Winnings a little less than you expected? This is most commonly due to a punter overlooking betting rules such as a Rule 4 deduction in horse racing or dead heat rules. However, bookmakers can also make mistakes.
• Bonus Complaints - Expecting a Bonus to be added to your account, but it isn’t there? This may be related to a failure to meet the terms and conditions of the offer, e.g. deposit methods, qualifying bets, or wagering requirements, but again betting sites can make mistakes.
• Account Suspended or Closed - A particularly frustrating development that can leave you unable to access your account and funds. This will usually be a result of a breach in terms and conditions, but the bookmaker should always provide you with an explanation.

Steps to Resolve a Dispute

One of the number one reasons to only use UKGC-licensed betting sites is that there are steps you can take to resolve any issues. If you have a problem with an unlicensed site, there is often nothing you can do if a problem arises. Assuming you stick to UK-licensed operators, such as those listed on newbettingsites.uk, we suggest following these steps in order:

Check Bet Details and Terms and Conditions

Starting with the obvious, double check all details relating to the reason for your dispute. Does a Rule 4 deduction or dead heat explain a lower payout? Have you missed a key term in a betting promotion? Do the operators' terms and conditions provide an explanation?

If, having double-checked everything, you are still unhappy, it is time to gather all details of your complaint. Make a note of the date, times, bet details, and any communications with the betting site. Take screenshots to support your case.

Contact the Betting Site Directly

Next, contact customer services via email, phone, or live chat to explain the issue. If customer services are unable to resolve the dispute to your satisfaction, the next step is to submit a complaint to the betting site. All betting sites should have a complaints procedure. This should be listed in the “help” or “contact us” section of the website. Alternatively, simply ask the customer service representative how you should submit a complaint.

When discussing the problem and/or making a complaint, try and remain polite and factual, and save copies of all correspondence in case you need them later.

Request a Deadlock Letter

If your discussions with the betting site do not produce a satisfactory result, and/or the issue remains unresolved after eight weeks, your next step is to request a deadlock letter.

A deadlock letter is a formal written response from a bookmaker stating that it has completed its internal complaints process and cannot resolve the dispute to the customer’s satisfaction. It effectively confirms that you have given the bookmaker a chance to resolve the issue before moving to the next step.

Escalate to an Alternative Dispute Resolution Provider

If you and the betting site are unable to agree, it is time to consult an independent service. In the UK, such services are known as Alternative Dispute Resolution (ADR) providers. All UK-licensed betting sites must belong to an approved ADR scheme.

ADR providers offer a free, independent, unbiased, and evidence-based approach to dispute resolution. Betting-related ADR providers in the UK include:

• Independent Betting Adjudication Service (IBAS) - https://www.ibas-uk.com/
• eCOGRA - https://ecogra.org/
• Pegasus ADR Service - https://pegasusadrservice.org.uk/
• Centre for Effective Dispute Resolution (CEDR) - https://cedr.com/
• ProMediate (UK) Limited - https://www.promediate.co.uk/
• ADR Group - https://www.adrgroup.co.uk/
• Tattersalls Committee - https://www.tattersallscommittee.co.uk/

Betting Disputes FAQ

How long does a betting dispute take to resolve?

If you are able to resolve the issue with the bookmaker, a resolution can usually be found within a few days or weeks. If you need to escalate to an ADR provider, it may take several weeks or longer for more complex cases.

Can a bookmaker refuse to pay me if I win?

Only if it believes you have breached the bookmaker’s terms and conditions. If withholding payment, the bookmaker must be able to justify its decision and provide evidence if the case is referred to an ADR provider.

Can I complain to the Gambling Commission about my dispute?

The Gambling Commission does not resolve individual disputes. However, it does use consumer complaints to monitor operators and take regulatory action where there are wider compliance concerns.

What is a deadlock letter?

A deadlock letter provides formal confirmation that the bookmaker cannot internally resolve your complaint. Obtaining a deadlock letter helps when escalating the dispute to an ADR provider.

Which ADR provider should I use?

IBAS is the most commonly used ADR provider in the UK. However, operators may belong to other ADR schemes. You should use the ADR provider listed in the bookmaker’s terms and conditions.