Complaints and disputes
Any escalation of a customer enquiry to the Complaints Team will be classified as a “Complaint”. Please note that any calls to our Customer Support Team or to our managers/supervisors may be monitored or recorded for training and quality management purposes and to assist us in the quick and effective resolution of customer queries. Please note that only complaints raised following the below procedure will be responded to and dealt with accordingly. Any complaints or issues raised via third party platforms (e.g. social media, chat rooms, etc.) will not be accepted and you will be advised to follow our Complaints Procedure. We will not tolerate any aggressive, abusive, threatening, defamatory or other offensive language or behaviour towards our members of staff.
The Complaints Procedure is as follows:
Stage 1 Contact Customer Support: Should you wish to make a complaint, you should first (as soon as reasonably practicable) contact our Customer Support Team via Live Chat or email, where an advisor (the Support Host) will investigate the query and respond to it. To help us consider the issue, it’s important that we understand your concern, so we may ask you some questions about it, such as what happened and when. The Support Host will log the contact and make notes on their response.
Stage 2 Further Review: Should your complaint not be resolved at this stage or you are not satisfied with the resolution, the matter may be referred to the Support Host’s Team Leader, who will review the matter and communicate their decision to you.
Stage 3 Escalation: If you still remain dissatisfied, or if escalation to a Team Leader is not appropriate, the matter may be escalated to the Complaints Team, at which time your enquiry will be recorded as a “Complaint”, your case will be assigned a Case ID, and we request that this be quoted in any correspondence. We consider our response in Stage 3 to be the final stage of our Procedure, and as such, we will not enter into further discussions regarding the complaint once Stage 3 is completed and a resolution has been provided. Information on your options to escalate to Alternative Dispute Resolution (ADR) provider will be provided to you at this final stage should you remain dissatisfied.
Stage 4 Response times: Please note that we aim to provide you with a substantive response as soon practically possible and seek to resolve your Complaint within 10 days from the date we receive the Complaint. We shall notify you of any time extensions as part of our initial response.
Stage 5 Confidentiality: We will do our best to deal with all complaints and disputes confidentially and will at all times comply with the EU General Data Protection Act. We ask that during the Procedure, you agree not to reveal the existence or detail of any enquiry, complaint(s) or dispute(s) to any third party, which includes discussions in chat rooms or equivalent forums, and all details pursuant to the Procedure shall be deemed to be confidential information. In the event of unauthorised disclosure of confidential information, the Procedure will be put on hold. In circumstances of unauthorised disclosure, we may lock or close your account(s).
Complaints closure and referral:
The response of the Complaints Team, known as Stage 3, represents the final stage of Procedure for all complaints. Your options regarding ADR providers are outlined below.
Should you remain dissatisfied in relation to a dispute, you have the option to escalate the matter externally via our ADR provider, eCOGRA (the “ADR Provider”).
There is no charge to you for referring your unresolved dispute to the ADR Provider. For any referral made to the ADR Provider, the ruling reached by the ADR Provider will be considered final by all parties.
The form for the eCOGRA ADR service is available here: https://ecogra.org/forms/adr-dispute-step-1
Alternatively, if you are a resident of an EU member state, Iceland, Liechtenstein, or Norway, you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/.
Compliance with laws
Any products accessed through the Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any bets placed through the Website.
Information we collect about you
We process information about you in accordance with our Privacy Policy. Our Privacy Policy forms part of these Terms of Use and contains details on the types of information we collect and what we do with that information.
We are entitled to share the information we hold on you which includes personal data and betting history with the regulator and other bodies, including the police, in order to investigate fraud and money laundering and to comply with our regulatory duties.
