The Independent Betting Adjudication Service (IBAS) has stepped into the fray amidst growing concerns over how UK sportsbooks handle customer complaints in the settlement of bets using third-party data services.
This move comes in response to recent media reports that point to instances where customers felt shortchanged after losing bet builder wagers allegedly due to erroneous data provided to bookmakers.
IBAS’s intervention follows a BBC report that highlighted the frustration of customers who felt “robbed” due to discrepancies in the data used for settling bets. The Gambling Commission, in response to mounting pressure, has announced that its CEO, Andrew Rhodes, will engage with stakeholders, including data providers, to address the issue.
Richard Hayler, representing IBAS, disclosed that nearly 300 individuals sought to challenge their football data bets, accounting for approximately 15% of IBAS’s caseload.
He noted the inherent conflict between “matter of fact vs. matter of opinion” that often arises in disputes over data accuracy. While IBAS acknowledges the necessity of using third-party data to resolve bets, it also highlighted the need to rectify the imbalance in access to such crucial information.
“At IBAS, we have made no secret of our frustration at this type of betting. There are so many matters of fact on which bets can be placed and settled with confidence. The majority of these football statistical betting markets rely on matters of opinion. From our experience, that makes avoidable disputes inevitable,” the service said.
The prevailing reliance on statistical betting markets, which are predominantly subjective in nature, inevitably leads to disputes. IBAS contends that customers should have a direct channel to query data providers, mirroring the ability of bookmakers to challenge agency decisions on event classification.
Moreover, IBAS advocates for standardizing data across the industry to minimize confusion. While some sports have successfully achieved data uniformity across various agencies, IBAS urges bookmakers to be transparent about the data provider they rely on to settle bets.
“We consider it imperative for everyone to understand what they are betting on when they place a bet,” IBAS said. “For a number of years, we have encouraged those bookmakers who participate in the IBAS ADR scheme to make it clear where they offer statistical betting markets, which data provider they will use to settle bets.”