How do I raise a complaint?

We are committed to providing excellent customer service and resolving your queries efficiently. If you ever feel dissatisfied with an outcome, please follow our complaints process below to ensure your concerns are addressed properly.
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​Stage One

Contact our customer services team by:

Email: [email protected]

Live Chat: Select the menu option on our website

You will need to provide your name, address, email address, contact telephone number, date of transaction and what your complaint relates to.

The team will look into your complaint and examine the relevant transaction. The reference will be your email address if using that means of communication. The team will come back to you as soon as possible with a resolution no later than 14 days from your complaint. If you are not satisfied with the answer given under this Stage One, having informed us that this is the case you should proceed as below.

Stage Two – Alternative Dispute Resolution

If you remain unhappy with any resolution offered by us, after 8 weeks, you agree that the matter may be referred for resolution to the Independent Betting Adjudication Service (IBAS), whose contact details are given below, and once your complaint has been submitted it will ask us to provide appropriate information. The dispute will then be placed before an independent panel of betting experts who will recommend what they believe is a fair settlement. IBAS will only deal with complaints about the bet itself and will examine disputes concerning the correct return for a bet or whether it has been correctly struck. IBAS cannot deal with complaints about service, which is a matter for our customer service team. IBAS requires that you have already had a complaint looked at by our customer services before it will adjudicate.

IBAS

PO Box 62639

London, EC3P 3AS

Tel: +44 (0)20 7347 5883

Fax: + 44 (0) 20 7347 5882

email: [email protected]

website: www.ibas-uk.com

Alternatively, you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/
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Please note, if your complaint does not relate to a dispute about a sports bet, game or other gambling transaction placed on our website but instead relates to our compliance with our licensing conditions within the last 12 months then you should follow the above process.

For alternative complaints to the above, you may wish to discuss this with the gambling commission, you will be asked to provide details of your complaint.

Please also note that the Great Britain Gambling Commission does not investigate in the same way as IBAS, so there will not be a published final decision, or a financial award made to you, this is for informational purposes only.

We always encourage you to always contact our Customer Service Team first so we can work toward resolving your concerns swiftly. Your feedback is valuable to us, and we strive to ensure a fair and satisfactory resolution every time.

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