Player Complaints Policy

If you are unhappy with our services, please talk to our customer support team first via live chat or email. If the problem remains, you can file a formal complaint for free within six months of the event.

• Only the registered account holder can make a complaint; we do not accept requests from third parties;
• For sports bets, we recommend you act quickly as some data may only be available for a short time;
• You can complain about many topics, such as deposit or withdrawal issues, bonus terms, account limits, or technical errors.

To make a formal request, you must download and complete our Official Complaint Submission Form. This form asks for your name, account number, the date of the event, and a clear description of what happened. You should also attach any documents that prove your point. Once finished, send the form to our support team at [email protected].

We handle complaints based on their urgency. We split them into two main categories:

• Responsible Gaming: These get priority. We will acknowledge your email within two business days and aim to resolve the issue within five business days. If the case is complex, we may extend this up to two weeks;
• General Complaints: For all other issues, we will acknowledge your request within one week. We try to provide a final answer within four weeks. If we need more info or the case is difficult, the process can take up to eight weeks total. If you do not provide the requested documents during the first month, we may reject the claim.

You will receive our final decision in writing via email. If you do not agree with our conclusion, you can take the matter to an independent Alternative Dispute Resolution (ADR) provider at no cost.

• The ADR process is neutral and free for players;
• The decision made by the ADR provider is final and binding for both you and our gambling sites;
• You can only use the ADR process once for each specific issue.

The CGA does not step in to settle individual disputes about bets or transactions. However, you should contact them if you suspect our gambling sites are breaking license rules or involved in malpractice. We keep records of all complaints for five years and share reports with the CGA to ensure we meet regulatory standards.

As a member of our site, you have the right to be treated with respect and receive timely updates on your case. You can file complaints for free, access independent ADR services, or take legal action if necessary. We keep your data secure and only use it for the investigation and official reporting.

Our support team is available 24/7 through live chat or at [email protected]. We may update these rules from time to time to match new laws, so please check this page occasionally to stay informed. By playing on our site, you agree to follow these complaint procedures.