Complaints & disputes (draft)

Email [Support email] with "Complaint" in the subject, or use support and say that you want your issue handled as a formal complaint. Describe the service, account or transaction involved. A support question can become a complaint when you say that you are dissatisfied and want a formal response.

• The email address on the account, nickname or account ID, if you have one.
• The date and approximate time of the event, including your time zone if it matters.
• The relevant bet, transaction, game, promotion or support reference.
• A clear description of what happened, why you think it is wrong, and the outcome you want.
• Screenshots or other evidence that helps us investigate. Redact passwords, magic links, private keys and recovery phrases.

We will acknowledge a complaint within [Response time] and provide a written outcome within [Response time], or explain why more time is needed. The final approved process will confirm whether separate targets apply to acknowledgement, investigation and final response.

If our final response does not resolve the issue, you may ask [Regulator / ADR body] about its complaint or alternative-dispute-resolution route. The final policy will state the eligibility rules, time limits and contact method that apply to your dispute.

We keep a record of the complaint, correspondence, evidence, investigation, decision, remedy and outcome. Access is limited to people who need it, and records are handled under the privacy policy and the approved retention schedule. We use complaint records to identify repeat problems and meet our obligations.

To start a complaint, email [Support email] or use support. Keep a copy of what you send and any reference we give you.