Player Protection
The Isle of Man Gambling Supervision Commission regulates most forms of gambling in the Isle of Man, which includes both land based and online operations. As a body, it is statutorily charged to ensure that gambling is conducted honestly and fairly, remains free from criminal influence and exploitation and does not cause harm to the public interest, individuals and families. However for the avoidance of doubt, please note that the player protection principles of the Commission do not extend to third party payment providers engaged by licence holders.
Funds Protected
On the Isle of Man we make sure that all licensee's have a system in place which fully protects all player funds. This means that any deposits or winnings you have with an island regulated gaming firm are secure and can be enforced by law.
Independent Testing
All operators must have the games they offer independently tested by an external testing facility, approved by the Gambling Supervision Commission, to ensure their mechanisms are fully random and therefore fair.
Ongoing Reviews
The Commissions' functions in respect of the interests of the player also include reviewing the ongoing marketing and advertising activities of licensees, and continually monitoring all policies in respect of player protection and under-age gambling.
Complaints Procedure
First of all, you should contact the licence holder about your grievance. If you are dissatisfied with their response and have exhausted all avenues with them, you can contact the Commission by email at gaming@gov.im.
To speed up your query, please fill in our Complaints Form and send this to us at the email address above.
Most complaints are as a result of a misunderstanding between the operator and the player. Please ensure you have fully read the Terms & Conditions of the operator and that your complaint is a valid one. If you still feel it is, then the Commission will investigate on your behalf to ensure that you are being treated fairly at all times.
Any investigation is based on the information received from the player, with documents provided to support their complaint. The Commission will then contact the Designated Official of the Licensee, requesting their response. The investigation process includes the collation of all information from the player and the licence holder.
Please ensure you provide your full name, contact details, account username, name of the operator, full details of your complaint and include all relevant correspondence there has already been, between yourself and the operator, concerning the matter.
The outcome of the investigation is determined by the evidence and the facts presented for each individual case.
Frequently Asked Questions
| Q | How do I complain about a gambling advertisement? |
|---|---|
| A | If you have a complaint about a gambling advertisement, in the first instance you should contact the ASA (Advertising Standards Authority). |
| Q | I disagree with the way one of my bets has been settled - what should I do? |
| A | If you are unhappy by the resolution offered by the licence holder, there is an independent arbitration service called IBAS which will offer impartial adjudication on any dispute. |
| Q | Can the Commission get me my money back? |
| A | The Commission will offer guidance and recommendations, but has no power to order an operator to return stakes which have been freely placed and have been deemed to have been fairly lost. Deposits that have not been wagered and actual winnings, are legally enforceable however. |
| Q | What happens if the operator has not dealt with complaint properly? |
| A | If you are dissatisfied with the way a licensee has dealt with your complaint, you can report to the Commission about their failure to operate a suitable complaints process. |
Once you have asked the Commission to help you with an issue, we will acknowledge your complaint and establish whether an investigation is necessary. If an investigation is considered appropriate, we will keep you informed of the progress and outcome of all enquiries.
Watch List
Occasionally un-licensed operators will purport to be licensed by the Isle of Man Gambling Supervision Commission. Where these operators come to our attention the Commission will look to keep the public informed via the watch list below whilst further action is taken by the Inspectorate.
| Operator | Website | Date Added to Watch List | Additional Information |
|---|---|---|---|
| XO88 | http://xo88.net/ | 27/03/2012 | This operator claims to be licensed as: Asian Bookie Ltd, Asian House, Lord Street, Douglas, Isle of Man. IM1 1JD. |
If you would like to know more about player protection in the Isle of Man, please contact the Gambling Supervision Commission on +44 (0) 1624 694331 or email gaming@gov.im
