Making a complaint and dispute resolution

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ByLucas Portela
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We aim for excellence, but we understand that things do not always go as planned. If you are unhappy with our service, follow this multi-step pathway to ensure your concern is handled fairly and transparently under UK regulations.

Step 1: Initial contact

The first step is to contact our customer support team via Live Chat or email. Most issues are simple misunderstandings that can be cleared up in minutes. Please have your details and any relevant transaction IDs ready.

Step 2: Formal review

If our support team cannot resolve the issue, you can request a formal review. Your case will be escalated to a specialist complaints team for an impartial investigation. You should provide:

  • Relevant transaction IDs and dates.
  • Screenshots of the issue.
  • A clear description of your perspective.

Step 3: The 8-week window

Under UKGC requirements, we have up to eight weeks to conduct a thorough investigation and provide a “final response” in writing. This letter will outline our findings and the reasons behind our decision.

Step 4: External resolution (IBAS)

If we reach a “deadlock” or you are unhappy with the final response, you can take your dispute to the Independent Betting Adjudication Service (IBAS).

  • Neutrality: IBAS acts as a neutral third party (ADR).
  • Expertise: Their panel of experts reviews evidence from both sides.
  • Cost: This service is completely free for customers.

As a licensed operator, we are bound by IBAS rulings for disputes up to a specific value. This ensures you have a vital safety net and total transparency.

❓ Frequently Asked Questions

How long will it take to resolve my formal complaint?

Under UKGC rules, we have up to eight weeks to investigate. We aim to provide a final response much sooner, explaining our findings and final decision in writing.

What happens if we cannot reach an agreement?

If we reach a deadlock, you can contact IBAS. They are a neutral adjudication service that reviews all evidence to reach a fair, binding conclusion for both parties involved.

Is there a cost to using external dispute resolution?

No. Using IBAS is completely free for customers. As a licensed operator, we are bound by their rulings for disputes up to a specific value, ensuring a fair outcome for you.