{"id":1247,"date":"2026-05-04T03:58:46","date_gmt":"2026-05-04T02:58:46","guid":{"rendered":"https:\/\/boldgambler.com\/uk\/?post_type=ajuda&p=1247"},"modified":"2026-05-04T03:58:48","modified_gmt":"2026-05-04T02:58:48","slug":"complaints-and-dispute-resolution-uk","status":"publish","type":"ajuda","link":"https:\/\/boldgambler.com\/uk\/help\/legal-licensing\/complaints-and-dispute-resolution-uk\/","title":{"rendered":"Making a complaint and dispute resolution"},"content":{"rendered":"\n

We aim for excellence, but we understand that things do not always go as planned. If you are unhappy with our service, follow this multi-step pathway to ensure your concern is handled fairly and transparently under UK regulations<\/strong>.<\/p>\n\n\n\n

Step 1: Initial contact<\/h3>\n\n\n\n

The first step is to contact our customer support team via Live Chat or email<\/strong>. Most issues are simple misunderstandings that can be cleared up in minutes. Please have your details and any relevant transaction IDs ready.<\/p>\n\n\n\n

Step 2: Formal review<\/h3>\n\n\n\n

If our support team cannot resolve the issue, you can request a formal review<\/strong>. Your case will be escalated to a specialist complaints team for an impartial investigation. You should provide:<\/p>\n\n\n\n

    \n
  • Relevant transaction IDs and dates.<\/li>\n\n\n\n
  • Screenshots of the issue.<\/li>\n\n\n\n
  • A clear description of your perspective.<\/li>\n<\/ul>\n\n\n\n

    Step 3: The 8-week window<\/h3>\n\n\n\n

    Under UKGC requirements<\/strong>, we have up to eight weeks<\/strong> to conduct a thorough investigation and provide a “final response” in writing. This letter will outline our findings and the reasons behind our decision.<\/p>\n\n\n\n

    Step 4: External resolution (IBAS)<\/h3>\n\n\n\n

    If we reach a “deadlock”<\/strong> or you are unhappy with the final response, you can take your dispute to the Independent Betting Adjudication Service (IBAS)<\/strong>.<\/p>\n\n\n\n

      \n
    • Neutrality:<\/strong> IBAS acts as a neutral third party (ADR).<\/li>\n\n\n\n
    • Expertise:<\/strong> Their panel of experts reviews evidence from both sides.<\/li>\n\n\n\n
    • Cost:<\/strong> This service is completely free<\/strong> for customers.<\/li>\n<\/ul>\n\n\n\n

      As a licensed operator, we are bound by IBAS rulings for disputes up to a specific value. This ensures you have a vital safety net and total transparency.<\/p>\n\n\n\n

      \n

      \u2753<\/span> Frequently Asked Questions<\/h3>\n \n
      \n

      How long will it take to resolve my formal complaint?<\/h4><\/summary>\n
      \n Under UKGC rules<\/strong>, we have up to eight weeks<\/strong> to investigate. We aim to provide a final response<\/strong> much sooner, explaining our findings and final decision in writing.\n <\/div>\n <\/details>\n\n
      \n

      What happens if we cannot reach an agreement?<\/h4><\/summary>\n
      \n If we reach a deadlock<\/strong>, you can contact IBAS<\/strong>. They are a neutral adjudication service<\/strong> that reviews all evidence to reach a fair, binding conclusion for both parties involved.\n <\/div>\n <\/details>\n\n
      \n

      Is there a cost to using external dispute resolution?<\/h4><\/summary>\n
      \n No. Using IBAS<\/strong> is completely free<\/strong> for customers. As a licensed operator, we are bound by their rulings<\/strong> for disputes up to a specific value, ensuring a fair outcome for you.\n <\/div>\n <\/details>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Unhappy with some service? Learn how to lodge a formal complaint and use external dispute resolution like IBAS in the UK.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"tags":[],"cat_ajuda":[91],"class_list":["post-1247","ajuda","type-ajuda","status-publish","hentry","cat_ajuda-legal-licensing"],"acf":[],"yoast_head":"\nUK Gambling Complaints: How to Resolve Disputes and Use IBAS<\/title>\n<meta name=\"description\" content=\"Unhappy with some service? 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