Making a complaint
We hope that you are happy with our products and services, but if you are not, you can raise this with us. Here we set out details of how to do so, the escalation procedure that applies to any complaint that you may have with us, and the third parties to whom you can refer a dispute.
Raising a Complaint – Stage 1
- If you wish to make a complaint, you can raise it with our customer service department at firstname.lastname@example.org. Where possible, please provide us with all the relevant information or evidence reasonably required to review your complaint. Please note, you are required to fully outline your complaint and provide reasons and the outcome which you seek. If you do not do so, we may not be able to consider your complaint. Please note that we do not accept complaints made via social media.
- Our customer service department will acknowledge receipt of your complaint and will then review your complaint and provide you with its decision within 24 hours of having received it and/or it may be escalated to Stage 2. In addition, if you are dissatisfied with the response, you may also escalate to Stage 2.
Escalating a Complaint – Stage 2
- If you do not agree with the decision, you can contact our Second Opinion Team to escalate your complaint. Please note, you cannot proceed to Stage 2 without completing Stage 1. You can do so by contacting us here: email@example.com, firstname.lastname@example.org, email@example.com or firstname.lastname@example.org (as applicable). You should provide the Second Opinion Team with full details of your complaint and, where possible, any relevant evidence that they may reasonably require in order to assess your complaint and review the customer service department’s initial decision. We do not offer refunds on a gesture of goodwill basis or as compensation, following the closure of accounts, for our customers’ loss of potential future winnings.
- The Second Opinion Team will review your complaint and (provided you have cooperated with our complaints process in a timely manner) will provide you with a decision within 8 weeks of our receipt of your complaint. The Second Opinion Team’s decision constitutes our final decision on the matter and the end of our internal complaints procedure. If you raise a complaint with us more than six months after the event that the complaint relates to occurred, we may not consider it (but this does not, of course, limit your right to bring a legal claim against us pursuant to the ‘Governing Law’ section below or to refer a dispute to eCOGRA as further set out below).
- Final Response to your Complaint
Once you have completed the complaints journey and have been provided with a final response, if you still remain dissatisfied, you may refer to your civil remedies:
- Alternative Dispute Resolution – eCOGRA
- UKGC – UK Gambling Commission
Alternative dispute resolution
If you are based in the UK and your complaint relates to a gambling transaction (for example the placement of a bet or wager, the grant of a bonus, account management, or your ability to access funds or winnings), and has not been resolved at the first stage of our complaints procedure or within 8 weeks of you having made it, you may refer the dispute to our alternative dispute resolution partner, eCOGRA, free of charge.
If you exhaust our internal complaints procedure, or your complaint has not been resolved within 8 weeks of you having made it, we will send a notification to you setting out further details as to the process to follow to refer a dispute regarding a gambling transaction to eCOGRA.
More information regarding eCOGRA’s dispute resolution services, and how to refer a dispute to eCOGRA, can be found at https://www.ecogra.org/ata/policies_procedures.php. For a dispute resolution form please see https://www.ecogra.org/ata/dispute.php.
Please note, if you refer a complaint to eCOGRA before you have raised this with us, eCOGRA may not assess your complaint.
Making a legal claim
The above complaints procedure and alternative dispute resolution procedures do not, of course, stop you from bringing a legal claim against us, pursuant to the ‘Governing Law’ clause of our User Agreement, at any time.