IBIA rolls out new procedures for sports betting complaints

International Betting Integrity Association teams up with eCOGRA and IBAS to advance complaints processes.

UK.- The International Betting Integrity Association (IBIA), the Independent Betting Adjudication Service (IBAS) and the eCommerce and Online Gaming Regulation Authority (eCOGRA) have joined forces to launch a new complaints procedure for sports betting.

The new system covers scenarios where customer winnings are not paid out when a sporting event is under dispute. The new procedures aim to inform and advance the customer dispute resolution decision-making process.

“The approach is aimed at improving information sharing on the status of suspended accounts linked to potential match-fixing,” Khalid Ali, CEO of the International Betting Integrity Association, said.

“Sports have been supportive, which is vital as the process relies on feedback on their investigations.

“IBIA members want to do all they can to stop corrupters from benefiting financially. They will continue to suspend accounts where appropriate. However, we recognise that not all suspicious betting is corrupt and that innocent consumers should not be penalised.”

Richard Hayler, Managing Director of IBAS added:

“We welcome this considered and proportionate response to a problem that IBAS had raised with the IBIA. We are optimistic that the system will alleviate some of the difficulties previously caused where customer accounts and balances have been suspended – or bets left unsettled – for indeterminate periods, during which ADR [alternative dispute resolution] providers could offer no practical advice or information to claimants.”