Our aim is to provide a great gaming experience to all of our customers but we understand that sometimes things can go wrong. So if you aren’t happy with our products or services please tell us straight away so we can do our best to put things right.
Get in touch with our Customer Service team, the quickest way to do this is by live chat or phone. To help us put things right quickly we will need to understand what happened and when, in addition to what you’d like us to do to resolve the complaint.
Our complaint contact details:
Write to us: Customer Complaints Department, PO Box 482, Newcastle upon Tyne, NE3 9EY
Social Media: We monitor our social media direct messages for complaints
What happens next
If we can’t resolve your complaint straight away it will be escalated to a Team Leader and acknowledged within 24 hours. Your complaint will be reviewed and a response provided within 7 days of being acknowledged.
If you are still unhappy
If you are unhappy with the resolution offered it will be escalated to our Head of Customer Experience for a final review where you will be contacted within a further 7 days to discuss our final position.
If you’ve received our final position or we haven’t been able to resolve your complaint within 8 weeks you have the right to contact an Alternative Dispute Resolution provider (ADR). We have appointed IBAS (Independent Betting Adjudication Service) as our Alternative Dispute Resolution provider and this service is free.
You may contact IBAS at PO Box 62639, London EC3P 3AS, UK, e-mail: firstname.lastname@example.org, phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/.
You may also use the Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) to refer your dispute to IBAS. If you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute.