Game History and Round ID: What Data to Request When You Dispute a Result
If the result of a round, a live game or a bet looks wrong, your request should let the operator find one specific event. Give your account ID, the Round ID or Bet ID, the name of the game and the provider, the exact time with the time zone, the stake amount and currency, the result shown and the balance before and after the transaction. Ask the operator to check this data against the game log and to explain the settlement with reference to the rules in force at the time of the event.
If the Round ID is not visible, do not try to guess it. Save the full screen, the time, the neighbouring transactions, the name of the game, the device and the ticket number. This set helps link the episode you saw to the operator's record. A screenshot shows what the player saw, but it does not replace the server log and does not, on its own, prove the cause of an error.
What a Round ID is and why a screenshot alone is not enough
A Round ID, Game ID, Bet ID or Transaction ID is an identifier that a particular system uses to find a gaming transaction. The name depends on the operator, the product and the provider. One event can have several linked identifiers: the entry in your account, the game provider's record, the payment between wallets and the support ticket.
In the British regulatory context, the UK Gambling Commission describes a game log or bet history as a store of details of gambling transactions, including the selection, stake, odds and bet type. An account can be linked to such a record by a number or another identifier. This is a useful model for understanding the system, but it does not guarantee that an operator in another jurisdiction uses the same fields or must hand over the full internal log.
A screenshot matters because it captures the interface, the time and the visible result. However, it does not always show:
- the full transaction identifier;
- the moment the system accepted the bet;
- the settlement or resettlement record;
- the version of the game rules;
- the data exchange between the operator and the provider;
- the cause of a technical message.
So the aim of a complaint is not to replace the log with a screenshot. You need to give the operator a starting point for the search and ask for an explanation that can be checked.
The minimum data set for a disputed event
| What to giveWhy it is neededIf the field is not available | ||
| Account ID | links the request to your account | give your verified login or the ticket number, but never your password |
| Round ID, Game ID or Bet ID | finds the specific transaction | give the exact time and the neighbouring history entries |
| Game and provider | separates the product from similar names | save the full screen of the game section |
| Date, time and time zone | helps match different logs | note the device time and the time in your account history |
| Stake, currency and transaction type | checks the financial obligation | attach the history entry, not only the game animation |
| Result shown | records the player's position | describe the result neutrally, without guessing the cause |
| Balance before and after | shows the event's effect on the account | save the neighbouring transactions and the final balance |
| Transaction status | distinguishes completed, cancelled and pending | ask the operator to state the current status in writing |
| Rules on the date of the event | defines how settlement works | save the URL and a PDF or a full screenshot of the page |
Do not put your password, a one-time code, CVV, seed phrase or private key in the message. For a first review, identifiers, a timeline and anonymised images are usually enough.
What data to request from the operator
Word your request so that it can be answered point by point:
- Confirm the identifier of the disputed round or bet.
- State the time of acceptance and the time of settlement with the time zone.
- Give the amount, currency, bet type and outcome of the transaction in the log.
- Show the balance change linked to the event.
- State the version of the rules or the clause under which the settlement was made.
- Say whether there was a resettlement, a cancellation or a technical adjustment.
- Explain any discrepancy between the player's interface and the operator's record.
- Confirm whether the reply is the final position on the internal complaint.
You do not have to ask only for a “server log”: you can ask for a clear extract or a written summary of the relevant fields. The full internal log may contain technical data or other people's data that the operator is not allowed to disclose. For the dispute, what matters more is that the reply lets you check the specific transaction and the basis for the decision.
If the Round ID is not shown
Work from what you know to what you do not.
Pin down the time window
Write down the most precise time of the event and the time zone. If neighbouring transactions are available, save one entry before the disputed event and one after it. Do not change the time on your device before you have recorded it.
Capture the context, not a single frame
Useful material includes the full game screen, the account history, the balance, the provider name and the error message. Do not crop the page address, the date or system elements if they help link the event.
Keep the original file
Do not draw on the original. You can make a separate anonymised copy to send, and leave the original screenshot or screen recording unchanged.
Open a request
Ask support to find the event by account, time, game, stake and neighbouring transactions. Save the ticket number and the confirmation of receipt.
How to read the operator's reply
A reply that can be checked should tie its conclusion to the data. Compare:
- whether the identifier matches;
- whether the time and time zone match;
- whether the cited rule applies to the right game and date;
- whether the balance movement is explained;
- whether the technical cause is separated from an assumption;
- whether it says what to do if you disagree.
A phrase such as “the system is working correctly” without reference to the event does not answer a question about a specific transaction. Politely ask for the missing fields. At the same time, the absence of a detailed technical log does not prove an error by the operator. Assess the whole chain of documents.
In Great Britain, RTS 1 requires licensed operators to give users easy access to at least three months of account and game history, and to make at least twelve months available on request. This rule applies to the UKGC licence. For another operator, check its licence, its data retention rules and its complaints procedure.
Template for a round review request
Subject: formal review of transaction [ID or time of the event].
Account: [ID]. Game and provider: [name]. The event took place on [date, time, time zone]. The interface showed a stake of [amount and currency] and the result [neutral description]. After the event, the balance changed from [value] to [value].
Please identify the Round ID or the related identifier, check the entry in the game log, and confirm the time of acceptance and settlement, the balance movement and the clause of the rules applied to the transaction. If there was a resettlement or a technical adjustment, please state its time and basis. The attachments are listed below. Please give me the complaint number and the next route if this is the final position.
Replace the square brackets with the player's data. Do not send the template with empty fields and do not add unconfirmed accusations.
How IPU.bet can help
IPU.bet does not determine game results and does not control the partner's logs. Under the current Terms of Use, Player Support is informational and organisational support, not ADR and not a guarantee of a decision.
The team can help you put the timeline in order, check whether there are enough identifiers and phrase the questions to the operator. Whether further help is possible depends on the documents, the licence, the country and the rules of the specific partner. Send only the necessary anonymised material through a confirmed channel.
Key takeaways
A Round ID helps find the event, but a dispute is not settled by one number. You need the identifier, the exact time, the game, the stake, the result, the balance movement and the rules on the date of the event, all linked together.
If there is no identifier, save the context and ask the operator to find it by account and time window. Do not present a screenshot as proof of a technical cause and do not alter the original files.
18+. Play responsibly. Gambling is not a way to make money.
Fill in the disputed event card using the checklist and prepare an anonymised timeline. If you need help structuring your request, open the IPU.bet request form.
FAQ
What is a Round ID and how do I get it if it is not visible?
A Round ID, Game ID, Bet ID or Transaction ID is the identifier a system uses to find a specific gaming transaction. The name depends on the operator, the product and the provider. If the identifier is not visible, do not guess it: save the context and ask the operator to find it by account, game and time window.
Is a screenshot enough to dispute a game result?
No. A screenshot captures the interface, the time and the visible result, but it does not replace the server log and does not, on its own, prove the cause of an error. It may not show the full identifier, the moment the bet was accepted, a resettlement or the version of the rules.
What data should I include in a request about a disputed round?
Your account ID, the Round ID or Bet ID, the game and provider, the date and time with the time zone, the stake amount, currency and type, the result shown, the balance before and after, the transaction status and the rules on the date of the event. Never send your password, one-time codes, CVV, seed phrase or private key.
Does the operator have to hand over the full server log?
Not necessarily. The full internal log may contain technical data or other people's data that the operator is not allowed to disclose. Ask for a clear extract or a written summary of the relevant fields. How much history is available depends on the licence: for UKGC licensees, RTS 1 requires easy access to at least three months of history and twelve months on request.
Can IPU.bet change a game result?
No. IPU.bet does not determine game results and does not control the partner's logs. Player Support is informational and organisational support: the team can help you put the timeline in order, check whether there are enough identifiers and phrase the questions to the operator.
