- How To Dispute Apple Charges
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As a player, the following is something you need to know about. On the other hand, it is also something you will hopefully never have to use. But if you must, the Independent Betting Adjudication Service (IBAS) is a Godsend for players needing an accredited third party to “work things out” with online casino operators, so to speak.
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IBAS is an impartial adjudicator whose sole purpose is to help resolve disputes between gambling operators and players. Consisting of a panel of betting experts, IBAS will intervene to provide non-legal binding dispute resolution services between a registered IBAS operator (mostly UK company’s) and a player who has already gone through the internal dispute procedure with said operator, and a deadlock still exists. In other words, only after the player has tried to work things out with the operator, the software licensor, possibly even an affiliate relations manager, should IBAS be contacted.
For example, let’s say a player hits a rather large jackpot on an online slot machine for $10,000. The player then requests to make a withdrawal, but the casino says “no can do” for the player had still not met the wager requirement of a claimed welcome bonus. Furthermore, the player actually violated the terms and conditions of the bonus by placing three wagers on the Blackjack table, which is a restricted game under the bonus terms and conditions.
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The player, being new, didn’t realize that placing wagers on certain games can actually disqualify them from receiving any winnings earned off of bonus money (By the way, this is a normal T&C on all bonuses….ALWAYS READ THE FULL CASINO BONUS TERMS AND CONDITIONS).However, considering that only three wagers were made, the casino is willing to work out a deal and award the player a Free $500 bonus instead of the jackpot. By way of the Bonus T&C’s, the casino is doing nothing illegal here. By law, they don’t have to do anything.
However, the player still thinks they should be entitled to more, which is up for debate – and hence we have a dispute.
Depending on the which software platform the online casino uses, the player’s next course of action should be to contact the software provider – There is generally a contact form on the software provider’s website. If not, ask us here at Online Casino Suite or do some research on the forums. Now, if the software platform also rules there is nothing they can do to help the player, this is the time to contact IBAS, who although will refer to the Terms and Conditions of the casino for making a decision, could still help influence the operator to provide a better offer – perhaps $2,000 in free no-deposit bonus money instead of the original $500?
The online casino should know that customer service goes a long way. And especially if the player has a past track record of loyalty, it would be in their better interest to make a deal that the player is happy with. But then again, sometimes players push the envelope too far. The casino may stick to their guns if the player has been demanding or does not have a loyalty track record. Either way, this is why it’s better to use a third party arbitration service like IBAS.
Now, considering that there are many operators not registered with IBAS, there are other arbitration services. In fact, any properly regulated and licensed online casino is required to use at least one third party arbitration service. Again, this is generally through the software platform. For Real Time Gaming casinos it is theCentral Disputes Center. For Vegas Technology Casinos, it is theCuracao eGaming Licensing Authority. Top tier software platforms like Microgaming, Playtech and Cryptologic, may be contacted directly through complaint forms on their websites.
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There also casino watchdogs out there, who will provide mediation service if certain conditions have already been met. Casino Meister’s “Pitch a Bitch” is a popular one. Here at Online Casino Suite, we will attempt moderating as well, especially if it is regarding an online casino listed and approved in our directory. Fortunately, that doesn’t happen often. But when it does – if the complaint is legitimate – we have some weight to help player’s out. We don’t brag often, but every now and then it feels good!
There is no denying that legitimate disputes sometimes arise between players and online casinos. Whether it’s a “malfunctioning” of the software, delayed payouts or promotion abuse, it’s a fact of life in the online gambling world – and in any world, for that matter – that misunderstandings, which generally often just boil down to miscommunication, indeed happens.
A chat operator may give out the wrong information, or a player may write an email with ALL CAPS and come across as rude – Basically, there’s a myriad of ways in which miscommunication can take place in the online world. Online casinos, however, should be held to an even higher degree of accountability and customer service standards, and any online casino that is not willing to try and work things out with players – aka, being guilty of negligent customer service – should be avoided.
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In conclusion, if you happen to get into a dispute with an online casinos, don’t make the cardinal mistake of being too pushy and rude. If a resolution is not made to your liking, go through the proper dispute resolution services (which any properly regulated online casino is required to have, by the way), lastly seeking out the Independent Betting Adjudication Service (IBAS), as a last resort.