Making a complaint
We endeavour to ensure that all of our customers are fully satisfied with the product and service we offer.
However, there may be rare occasions where you may feel dissatisfied with the quality of our product or of our customer service.
How to make a complaint
Where this is the case we would like to hear from you as soon as possible by following the steps below:
- You may raise a complaint by addressing an email to our Customer Service team at email@example.com.
- Once received we will endeavour to resolve your complaint within two working days.
- If you have exhausted our internal procedure but still have a complaint relating to a betting or account transaction, then you can follow the relevant proceedings.
All customers are able to contact IBAS (Independent Betting Adjudication Service) who are our third-party adjudicators in all disputed matters.
All contact with IBAS regarding a dispute is carried out in writing and accordingly an adjudication form must be requested in the first instance. IBAS contact details for adjudication are as follows:
PO Box 62639
Customers based outside of the UK
If you reside outside of the UK you can also make a complaint to the MGA (Malta Gaming Authority) by emailing them at firstname.lastname@example.org.
Customers residing in an EU state also have the option of utilising the European Commission’s ODR Platform. This is designed to handle cross border disputes and both consumers and providers can file, respond to and handle disputes where trader and consumer are in different EU countries.
Note: Only complaints of a serious nature should be escalated to the Malta Gaming Authority and only after other alternative dispute resolution methods have been exhausted.