COMPLAINTS AND DISPUTES
We recognise and understand that from time to time, you may be or become dissatisfied with the gaming service provided to you.
This section explains how to make a complaint and the process that we apply once you have done so. Your legal and statutory rights remain unaffected by our process.
Raising a Complaint
You may raise a complaint with us at any time by contacting our Customer support team via email on email@example.com. You must do so within 6 months of the cause of your complaint having arisen. Complaints received after that time will not be considered.
It generally assists us if you put “complaint” in the subject header of your email and also outline in a reasonable level of detail what your complaint is about. We may also contact you if necessary for further details about your complaint when you lodge it with us, if we require it.
Once we have your complaint we will in all but very rare cases (for example, where the fact of complaint itself isn’t abundantly clear) confirm our receipt of it (by email, phone, or chat) within 24 hours.
If your complaint is straightforward (for example, an acknowledged system or player balance error on our part or e.g. a simple misunderstanding) and can be resolved quickly and without undue formality, we reserve the right to do so, via our customer service team following receipt of your complaint. In all other circumstances, your complaint will proceed to Stage 1 consideration.
An member of the customer service team will be tasked with investigating your complaint and responding to it. That customer services agent (or other members of our team) may contact you for your input or comment during their initial investigation. You agree that you will engage with us as to your complaint in an open and respectful manner.
Once we have concluded our investigation we shall write to you (or inform you by phone) of our decision as to your complaint. In doing so theywe will outline your complaint and our decision in respect of it as well as any recommendations or actions (if any) arising from it.
We reserve the right to issue a final determination of your complaint at this stage, for example, if we consider your complaint, frivolous, vexatious, without real basis, or that it results in a clear and conclusive answer. Should we do so you may either accept that decision or proceed to ADR (if applicable and on which see (9) below).
If you are dissatisfied with our Stage 1 response (and we haven’t told you that it constitutes our final determination of your complaint) you can email us (firstname.lastname@example.org) to ask for a Stage 2 consideration of your complaint. Note that it would assist us if you could outline why you remain dissatisfied with the Stage 1 decision, albeit this is not obligatory.
Stage 2 Consideration
Where you request escalation of your complaint, your complaint and the stage 1 decision shall be relayed to a customer services manager for further review. That complaint will be investigated and considered as per the Stage 1 process.
Once the responsible manager has concluded their investigation he/she shall write to you (or phone you) to inform you of their decision as to your complaint. In so doing they will outline your complaint and the reason for their decision in respect of it, as well as any recommendations or actions (if any) arising from it. The manager will also confirm that his decision constitutes our final decision as to your complaint and what options are available to you should you remain dissatisfied with the outcome.
We will use all reasonable endeavours to review and conclude our complaints process within 8 weeks of our initial acknowledgement.
The only exceptions to this are/will be:-
Where we await and need your input to properly review your complaint (in which case the deadline for our response shall be extended by a period equivalent to the time it took for you to provide the input needed); or
Where you raise additional complaints during the complaints process, each additional complaint will be treated as received on the date that the specific complaint was raised and the timescale for responding to that particular complaint will run from the date of receipt.
Alternative Dispute Resolution (“ADR”) and other options
If following receipt of our final determination, you remain dissatisfied then:-
- Either you (or us) may choose to refer your dispute to our chosen ADR entity, the Independent Betting Arbitration Service (“IBAS”) - further information on how to refer your dispute to IBAS and their contact details can be found here; or
- You may submit your dispute online to the European Commission’s Online Dispute Resolution (“ODR”) Service, further details on how to submit can be found here;
- IBAS act as fully independent (UK Gambling Commission approved) adjudicators of gaming disputes between online casinos and their customers. There is no charge to you to make an IBAS referral.
- The ADR entities (above) are only presently obliged to consider complaints relating to “gaming transactions”. This would typically include complaints about a wager, administration of your online account, and/or disputes as to gaming funds or winnings but would not include generalized non-gaming complaints e.g. about poor customer service/other.
- Neither IBAS (nor any other UK Gambling Commission approved ADR entity) is obliged to adjudicate a dispute if (i) you have not attempted to engage with the first stage of our complaints process; or (ii) your dispute is considered frivolous or vexatious; or (iii) the dispute is subject to another disputes process or adjudication; or (iv) you have not met any notified timescales for submission of your dispute to IBAS.
- The online ODR submission process (above) will require that you select a UK Gambling Commission approved, Alternative Dispute Resolution (”ADR”) entity to review your complaint and both parties must approve that choice to progress the ODR process. Typically IBAS will be our proposed ADR Entity, as it is both approved by the UK Gambling Commission and best placed to adjudicate on remote gaming disputes in any event.
- Whilst any stage of an investigation is ongoing or thereafter we reserve the right to (and in some instances the law requires that we) withhold payment in respect of any event or complaint that comes under investigation for cheating, impropriety, fraud, collusion, or other improper activity.
- When a dispute occurs which cannot be resolved by us, any relevant papers and recordings may be made available to IBAS and the UK Gambling Commission in order to (i) give the adjudicator full details of your complaint; and (ii) to meet our regulatory obligations to furnish full details of your complaint to the regulator.
- Where the value of the dispute is less than £10,000, Wwe will honour the findings and recommendations made by any approved ADR entity (and would expect you to do likewise) in the absence of any manifest error or irregularity with that body’s decision or recommendation.
We expect and require that the fact and content of your complaint will remain confidential between us whilst it is subject to consideration by us (or third party adjudicator). The foregoing does not apply, however, where e.g. law or legal process requires public disclosure and nothing herein affects your legal or statutory rights in that regard.