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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 bet best betting promos for new users 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.

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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.

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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. In these cases, bookmakers will typically suspend resolution of any bets for a period of a few hours (the length of time may vary according to each bookmaker’s rules). 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. Different types of companies may also need to provide players’ guides to their games. For example, a casino must offer a player’s guide to the house edge, while an online gambling company must provide a player’s guide to each gambling product (bet, game or lottery) that they offer. You should make sure you understand the rules before you start to gamble. If you feel that the instructions provided weren’t clear, you may be entitled to make an appeal according to the Consumer Rights Act (2015).

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All bookmakers operate under rules that allow them to settle bets at the correct odds. They do this to stop collusion between shop staff and customers. 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.

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Even so, bookmakers still have to pay out fairly. 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. You should be aware that the amount you can benefit from settlement at best odds is normally capped at around £1,000 (£50,000 for online). 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.

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For this reason, bookmakers reserve the right to withdraw the cash-out facility at any time. If you the T&C’s for cash out weren't clear, you may be entitled to make an appeal according to the Consumer Rights Act (2015). 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. 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.

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Always be certain that your betting slip is clearly understandable! The rules concerning fixed odds betting terminals are currently under review.

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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. You should also raise a complaint if BOG isn't paid to you and you’ve not be told officially that it’s not available to you. In some cases, bookmakers will have special rules concerning related bets in accumulators. These rules are known as “related contingencies” – bookmakers don't generally allow related contingencies, but they don't expect their staff to spot them when they’re accepted.

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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. 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. The time at which bets are closed off is determined electronically by the bookmaker’s systems. When your betting slip has been accepted and scanned, the bet details have to be manually entered by shop staff. In the meantime, if you have any concerns regarding fixed odds betting terminals, we recommend that you use Resolver’s free tool to make a complaint with your bookmaker. It is always worth registering your concern, as resolution may be possible. SSBTs are often found in bookmakers’ shops. The assumption commonly made is that the SSBTs are operated by bookmakers, but this is not the case. The majority of SSBTs are operated by Best Gaming Technology (a gambling software company owned by Playtech). Problems arise here because the SSBTs are typically branded to match bookmakers – however, SSBT bets may not be settled according to the bookmaker’s rules. For example, many prices and offers available over the counter are not available from the terminal.

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Firms will normally carry out checks when you make an account and when you attempt to make a withdrawal. If a firm finds that you’ve self-excluded, they’ll generally void your bets and return your deposit. If you think that a firm hasn’t acted responsibly, you should consider raising a case via Resolver. According to the Consumer Rights Act (2015), gambling companies must provide a summary of their T&C’s, written in plain and simple language. If you feel the T&C's of the bet aren't sufficiently clear and jargon-free, you should use Resolver’s free gambling complaints tool to make a complaint.

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When you place a bet, you’re only entitled to the price actually available at the time. 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 the odds/price decided by an independent group after a race starts. This means that you may have a bet accepted by the cashier, but still have it paid out at a different price. Online gambling companies must give you the option to set a ‘reality check’, which is a pre-organised interruption in play. 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. Online gambling companies must also allow you to set limits on the amounts you want to spend. If you’ve made a self-exclusion agreement but find that you’re still receiving marketing material, you should use Resolver to contact your bookmaker. They are obliged to remove your information from their mailing lists. If they don’t they are breaking the Data Protection Act (1998), which means you can complain to the relevant regulator. The Competition and Markets Authority (CMA) has ruled that gambling companies shouldn't put barriers in the way of consumers getting their money out.

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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. Many bookmakers offer “cash-out” options on matches that are traded in-play. 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. Companies should not set minimum withdrawals at a higher amount than the minimum deposit.

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Gambling firms must ensure that any restrictions on gameplay are made clear to players, and can't rely on vague terms to confiscate players’ money.