You are entitled to dispute a bet outcome, a bonus cancellation, a pending payment or an account restriction. The process is free and is explained step by step below.
Gather this before you open a complaint
- The phone number registered to your account; only the account holder can open a complaint.
- The date and time of the transaction, to the minute if possible.
- The bet slip number, the game round ID or the payment transaction number.
- A short note on the gap between what you expected and what happened.
- A screenshot showing date and time, if you have one.
A file with missing details is not rejected, but the clock does not start until the gap is filled, so sending everything in the first message is fastest.
The process step by step
- Live support. You write to the in-site support channel and get a reply in the same session.
- Formal file. A numbered complaint is opened through support, with a first reply within 3 working days.
- Review. The assessment team looks at the file and delivers an outcome within 14 days at the latest.
- Escalation. If you do not accept the outcome, a second review is requested within 7 days.
- Closure. A written, reasoned final decision follows the second review.
No stage is skipped; a higher stage will not take up the file without seeing the record of the one below it.
How each type of matter is judged
- Bet settlement dispute.
- Reviewed against the official result published by the organiser; a correction updates the slip too.
- Casino round dispute.
- Reviewed against the round record kept by the supplying studio, which can take a few days to arrive.
- Bonus dispute.
- Based on the terms written on the offer card, which override the general text.
- Payment dispute.
- Based on the provider's transaction record; a pending amount is reported to you.
- Account restriction dispute.
- Explained as far as legal limits allow.
File a complaint here instead of a chargeback
Starting a chargeback through your bank does not speed the process up, it freezes it: the account goes under review the moment the chargeback opens and the file waits until it closes. Open a complaint here first; the later steps remain open regardless.
If you do not accept the outcome
The outcome is sent to you in writing with its reasoning. If you disagree, request a second review from the date you received it, quoting the first file's number. The decision after the second review is final, so keep the written outcome for your own records.
The limits of the process
- A complaint must be opened within a reasonable time of the event; a provider record may not exist for something months old.
- A second file on the same matter is attached to the first, not reviewed separately.
- Aggressive language toward support can lead to the correspondence channel closing.
- Complaint correspondence is kept under the Privacy Policy.
All rules on bets, bonuses and accounts are on the Terms and Conditions page. If your complaint concerns your own playing habits, the limit and break tools on the Responsible Gaming page give a faster result.