Making a complaint

We aim for you to be satisfied with our products and services. However, if this is not the case, you may raise the matter with us. Below we explain how to submit a complaint, the escalation process that applies to any complaint you may have, and the external bodies to which a dispute may be referred.

Raising a Complaint – Stage 1

1. If you wish to submit a complaint, you may do so by contacting our customer service department via Live Chat. Where possible, please include all relevant information or evidence reasonably required for us to review your complaint. You must clearly describe your complaint, explain the reasons for it, and specify the outcome you are seeking. If this information is not provided, we may be unable to assess your complaint. Please note that complaints submitted through social media channels are not accepted.
2. Our customer service department will confirm receipt of your complaint and will review it. A decision will be provided within 24 hours of receipt and or the matter may be escalated to Stage 2. If you are not satisfied with the response provided, you may also request escalation to Stage 2.

Escalating a Complaint – Stage 2

1. If you disagree with the decision made at Stage 1, you may escalate your complaint by contacting our Second Opinion Team. Please note that Stage 1 must be completed before proceeding to Stage 2. You can contact the Second Opinion Team at: [email protected], [email protected], [email protected] or [email protected], as applicable. You should provide full details of your complaint and, where possible, any relevant evidence reasonably required to assess the matter and review the initial customer service decision. We do not provide refunds as gestures of goodwill or compensation following account closures for the loss of potential future winnings.
2. The Second Opinion Team will review your complaint and, provided you have cooperated with the complaints process in a timely manner, will issue a decision within 8 weeks of receiving your complaint. The decision of the Second Opinion Team represents our final position and concludes our internal complaints process. Complaints submitted more than six months after the relevant event occurred may not be considered. This does not affect your right to pursue a legal claim under the Governing Law section below or to refer the dispute to eCOGRA as outlined further.
3. Final Response to your Complaint
   After completing the complaints process and receiving a final response, if you remain dissatisfied, you may pursue the following civil remedies:
   1. Alternative Dispute Resolution – eCOGRA
   2. UKGC – UK Gambling Commission

Alternative dispute resolution

If you are located in the UK and your complaint relates to a gambling transaction, such as placing a bet or wager, receiving a bonus, account management, or accessing funds or winnings, and the matter has not been resolved at the first stage of our complaints process or within 8 weeks of submission, you may refer the dispute to our alternative dispute resolution provider, eCOGRA, at no cost.

If you have completed our internal complaints procedure or your complaint has not been resolved within 8 weeks of being submitted, we will notify you with further information on how to refer a gambling related dispute to eCOGRA.

Further details about eCOGRA’s dispute resolution services and the process for submitting a dispute can be found at https://ecogra.org/ata/policies_procedures.php. The dispute resolution form is available at https://ecogra.org/ata/dispute.php.

Please note that if you refer a complaint to eCOGRA without first raising it with us, eCOGRA may be unable to review your complaint.

Making a legal claim

The complaints and alternative dispute resolution procedures described above do not prevent you from bringing a legal claim against us at any time, in accordance with the Governing Law clause of our User Agreement.