Resolver can help you get things sorted in just a few clicks. Check out our guide to gambling complaints! All gambling companies have to give details of their complaints procedures. These details will be available at the operator's high street outlet and online. If you feel that you've been treated unfairly by a gambling company, you can use Resolver to make a complaint to an alternative dispute resolution ADR service.
If you feel that the ADR is unable to resolve your complaint, the Gambling Act allows you to bring your issue to court. When you place a bet with a gambling company, you're entering a legally enforceable contract with them. Gambling companies should always act in a way that's consistent with their terms and conditions.
If you think you've been treated unfairly, you should consider starting a case via Resolver. This means that you should generally expect them to carry out reasonable checks to make sure that you should be playing. Firms will normally carry out checks when you make an account and when you attempt to make a withdrawal.
You're not entitled to any price quoted or displayed in error. The exception is if you choose to bet at the starting price on horse and greyhound racing. This means that you may have a bet accepted by the cashier, but still have it paid out at a different price. You should be aware the onus is on you to make sure the price accepted by a cashier is one that's actually available.
What if a technical problem causes shop screens to display incorrect prices? Well, bookmakers are still allowed to settle bets at the prices that should have been shown. If you think that a bookmaker is paying out under the correct odds, or that the bookmaker is advertising false odds on purpose, you should use Resolver to make a complaint. BOG is offered by most major bookmakers. If a customer takes an early price during the period BOG is being offered, the selection will be settled at that price unless the starting price SP is bigger, in which case the bookmaker should settle at the higher starting price.
Bookmakers should display information regarding this cap in any promotional material. If you feel you've been misled into making the bet as the result of unclear information, you should use Resolver to launch a complaint.
In some cases, bookmakers will have special rules concerning related bets in accumulators. This means that your bet may still be accepted, even if it's invalid — you aren't, however, entitled to a pay-out if you've made an invalid bet. An example: Phil makes a bet with Example Bookmakers.
These bets are clearly related, and aim to secure multiplied odds on what is basically a single bet. In this case, while the bets themselves are not obviously related since, in the event that Rory wins the US Open, there is nothing to stop another competitor from winning the Open Championship , it is the case that winning the first event is likely to lead to Rory starting the Open Championship at much shorter odds.
In cases like these, bookmakers will normally have written their rules to allow them to settle the bet at special prices. Bookmakers usually allow customers a limited amount of time in which to make bets after the event has begun. The length of time allowed may vary according to the bookmaker in question, but it can range between a limit of 3 seconds after the start of the race for virtual races, 3 seconds for greyhound races and 20 seconds for horse races over 2 miles.
When your betting slip has been accepted and scanned, the bet details have to be manually entered by shop staff. It's only after this point that the staff can determine whether or not a bet has been placed late. If the bookmaker is particularly busy, it may take a long time for the details of the bet to be entered into the system.
This may mean that it may not always be possible to inform you before the end of the race that your bet was placed late. With this in mind, if you feel that you've been treated unfairly or that your bet has been incorrectly marked as late, you can use our free late bets complaint tool to contact your bookmaker.
In some cases, a result will be incorrectly credited by officials at the point of resolution. For example, goals may be attributed to the wrong player as the result of confusion, or athletes may be stripped of their victory as a result of drugs-testing. An amendment may be published by an official source usually the Press Association within this time period — if this is the case, bookmakers will typically resolve any bets according to the new outcome.
If the time limit is exceeded without a clear resolution, the bookmaker will usually resolve any bets according to the first outcome. In some rare cases, the bookmaker will void any bets and issue a refund accordingly. If there is any confusion as to the outcome of the bet, we advise you to contact your bookmaker. If you are unhappy with their efforts at resolving the matter, Resolver can help direct your complaint to an ADR. This can get complicated, as bookmakers suspend markets when there is a match incident such as a free kick, corner or goal , and this will cause a suspension of cash out.
In practice, this means that it will be very difficult to cash out a bet containing multiple selections. For this reason, bookmakers reserve the right to withdraw the cash-out facility at any time. In cases where you have made your bet using a football coupon and the bet on your receipt is different from what you have marked on the betting slip, the error may arise from a fault in the scanning software. Unfortunately, the onus is on the customer to check that the receipt matches the bet — in these cases, the bookmaker will resolve the bet according to the receipt.
If you have marked a betting slip to present to the cashier, the onus is once again on you to check that the betting receipt provided correctly matches up with your betting slip. Every gambling company both on the high street and online that offers gambling to customers in Great Britain is required by law to have a gambling licence from the Gambling Commission. It must be displayed in store or on every web page. If you gamble with an unlicensed company, you do not have any rights if anything goes wrong.
The onus is on the consumer to check that the company has a licence before you gamble. Gambling companies must provide rules for each of their products. You should make sure you understand the rules before you start to gamble. The gambling company must make clear what happens if your game or bet is interrupted.
Different companies will have different rules for what happens in the event of an interruption. This includes, for example, betting on horse racing, where there may be specific rules concerning postponed races or withdrawn runners. If you are unhappy with the way the bookmaker has resolved the bet, you can use Resolver to make a complaint. It is your responsibility to make sure that your betting slip is clearly decipherable.
Bookmakers will settle your bet based on a reasonable objective interpretation of what appears on the betting slip — not on what you intended the bet to be. Always be certain that your betting slip is clearly understandable! The rules concerning fixed odds betting terminals are currently under review.
There is currently debate about limiting the amount that can be wagered in each transaction. It is always worth registering your concern, as resolution may be possible. The assumption commonly made is that the SSBTs are operated by bookmakers, but this is not the case.
For example, many prices and offers available over the counter are not available from the terminal. You should have the option to set the time intervals at which the reality check will appear on the screen. If the online gambling application obscures the clock on your device, the application must display the time of day or the amount of time that has elapsed since the beginning of the gambling session.
They are obliged to remove your information from their mailing lists. The Competition and Markets Authority CMA has ruled that gambling companies shouldn't put barriers in the way of consumers getting their money out. Companies should not set minimum withdrawals at a higher amount than the minimum deposit. Many online gambling firms have introductory offers that include free spins and bonus slots, as well as credit to be used on the site.
Always read the terms and conditions — many bookmakers will demand that a deposit is made in exchange for the bonus. If you find that you can't do this, you should use Resolver to launch a complaint. It is standard industry practice for gambling operators to permit customers to only have one account with them.
There are two main reasons for this - firstly to stop customers taking advantage of what may appear to be generous sign-up offers by opening multiple accounts, and secondly to prevent customers placing bets via multiple accounts where the bookmaker may wish to restrict the size of the bet the customer wishes to place. In the case of bonus offers, most operators restrict offers to one per household.
If you have opened an account and accepted a signup offer yourself, you may encounter problems if someone else in your household then opens an account with the same company. You may find that not only will any winnings you have accrued be confiscated, but you may also have your account closed and forfeit your deposits as well.
There are regulations to protect children and vulnerable people from being harmed by gambling. If you feel that an advert misled you concerning the terms and conditions of a game, you should use Resolver to make a complaint. If you find that you're still receiving marketing information after opting to self-exclude, you should make a complaint to your bookmaker as soon as possible. Resolver's free tool will help you stop any further marketing materials being sent to you.
If you think that a bookmaker has deliberately misled you or displayed unclear information, you can use Resolver to make a complaint. If you intend to bet on an anytime goalscorer, you should double-check that your bookmaker offers an anytime market. If you feel that the bookmaker has misled you about the terms of a goalscorer bet, you can use our free goalscorer betting complaint tool to make a complaint. If you place a bet after kick-off, you may fall foul of the "five-minute" rule.
This is a rule upheld by most bookmakers that means that your bet will only stand if there has been no goal scored, penalty awarded or no one sent off within the first five minutes. The exact time limit depends on the bookmaker in question.
If in-play betting is being offered online, many bookmakers will allow late bets to stand at the in-play price available at the time the bets were placed. However, bookmakers who have a five-minute rule tend to enforce it for coupon bets.
When a horse is withdrawn from a race, it becomes easier for the other horses to win. Rule 4 is a deduction that bookmakers make from your winnings when you have taken a fixed odds price prior to the withdrawal of runners. If, however, you back a horse that has been withdrawn from the race, your stake will be refunded. Customers often find that their bets on overseas racing have been settled at shorter odds than expected.
There may be multiple prices available for the same race — customers should clearly specify which price they want. If you are concerned about your gambling, you can contact the Samaritans on or GambleAware on The Resolver gambling complaints tool will guide you through preparing and submitting your complaint.
Got it. Who is your issue with? In this guide: Your Rights I can't withdraw my winnings! My account has been closed! I've self-excluded but was still allowed to gamble! I didn't understand the terms and conditions! My bet was settled at the wrong odds! Best odds guaranteed BOG — what are my rights? Accumulators and 'related bets' — what are my rights? My bet was disallowed because it was late!
Placed a bet but the official results were wrong! Cash-out — what are my rights? Mistakes with coupons, betting slips and betting receipts I don't think the company had a gambling licence! I've self-excluded but I'm still receiving marketing material!
A site says the minimum withdrawal is higher than my deposit! Free spins and bonus slots Opening multiple accounts Advertising The content of a gambling advert was not appropriate The advert is aimed at children of vulnerable people The advert was misleading I'm still receiving marketing information after self-excluding Football Extra-time wins Goalscorer betting The "five-minute" rule Horse racing Rule 4 Overseas racing Gambling complaints tool.
If you find that it's unreasonably difficult to withdraw money from your account, you can make a complaint via Resolver. In the UK, the Gambling Commission supports you in being able to withdraw your money. They say that bookmakers shouldn't hold onto your money unfairly.
Bookmakers can stop you from withdrawing your winnings if they notice suspicious activity. This includes any discrepancies in your account. They should set out their rules online and stick to them, though. If you think a bookmaker has treated you unfairly , you can make a complaint via Resolver. Start your case now. All British Casino.
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Ashtead looks well equipped for further growth The equipment rental company has reduced its cyclical exposure since the last recession. More on Ideas. High earners and buy to let investors in the crosshairs? Painful tax stings could be incoming for higher earners.
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Ashtead looks well equipped for further growth The equipment rental company has reduced its cyclical exposure since the last recession. More on Ideas. High earners and buy to let investors in the crosshairs? Painful tax stings could be incoming for higher earners.
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