01
Which complaints belong here
Complaints about this website’s accuracy, affiliate disclosure, accessibility, privacy handling or conduct may be sent to [email protected].
02
Complaints about an operator normally go to that operator first
If your complaint concerns an operator account, bet, deposit, withdrawal, verification decision, promotion or customer-service interaction, it should normally be sent to that operator first using its published complaint process. This publisher cannot access operator systems or adjudicate those disputes.
03
Expected timeframes
- Acknowledgement
- Normally within 2 working days.
- Substantive response
- Normally within 10 working days.
- Complex matters
- If more investigation is reasonably needed, an update should be sent and a substantive response aimed for within 20 working days.
04
Escalation procedure
If you remain dissatisfied with the publisher’s response, reply to the complaint and request senior review. State what you believe was missed and the outcome you seek. A reviewer who was not the original decision-maker should reconsider the issue where practicable.
For unresolved operator disputes, follow the operator’s complaint process first. Gambling Commission guidance explains that a complaint may then be eligible for Alternative Dispute Resolution (ADR), depending on the circumstances.
05
What to include
Include the page URL, date, a concise description, the wording or conduct complained about and any supporting source. Do not send passwords, full payment-card numbers or unnecessary identity documents.