You can dispute the settlement of a bet, the cancellation of a bonus, a pending payment or a restriction applied to your account. This page explains where the dispute is sent, which details are needed and how soon you get an answer. The process is free of charge.
The steps of the process
Every dispute goes through the same three stages. Do not skip a stage: a higher stage does not open the file without seeing the record of the stage below.
| Step | Where you apply | Response time |
|---|---|---|
| 1. Live support | The support channel inside the site | In the same session |
| 2. Formal complaint | A numbered file opened through support | First reply within 3 working days |
| 3. Review | The team that assesses the complaint | An outcome within 14 days at the latest |
| 4. Escalation | A request for a second review if the outcome does not suit you | Within 7 days |
| 5. Independent body | The dispute unit of the license provider | The body's own timeframe |
Prepare this when 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 you dispute, to the minute if possible.
- The bet slip number, the game round ID or the payment transaction number.
- A short description of the difference between the outcome you expected and the one that occurred.
- A screenshot if you have one. Seeing the date and time in the image speeds things up.
A file opened with missing details is not rejected, but the clock does not start until the gap is filled. That is why sending all the details together in the first message is the fastest route.
How each kind of matter is assessed
- Disputes about bet settlement are reviewed against the official result published by the organiser. If the official result has been corrected, the settlement is corrected too.
- Disputes about a casino round are reviewed against the round record of the studio that supplies the game. Requesting that record from the studio can take a few days.
- Bonus disputes are based on the terms written on the offer card; the term on the card comes before the general texts.
- Payment disputes are based on the provider's transaction record. If the money is pending on the provider's side, we tell you where it is.
- In disputes about an account restriction, the reason for the restriction is explained as far as legal limits allow.
A complaint instead of a chargeback
When you have a problem with a payment, starting a chargeback through your bank or payment provider does not speed the process up, it freezes it: the moment the chargeback is opened the account goes under review and the file waits until we close it. Open a complaint here first; if it is not resolved, the next steps are open to you anyway.
If the outcome does not suit you
We send you the outcome of the review in writing together with its reasoning. If you disagree, you can ask for a second review from the date you received the outcome; open that request with the number of the first file. If the second review does not satisfy you either, you can take the file to the dispute unit of the license provider. Keep the written outcome you received from us for that purpose.
The limits of the process
- A complaint must be opened within a reasonable time of the event it concerns. For a round played months ago the provider record may no longer be available.
- A file opened a second time on the same matter is attached to the first and is not reviewed separately.
- Aggressive language towards the support team does not change the substance of the file, but it can lead to the correspondence channel being closed.
- The correspondence in a complaint file is kept under the Privacy Policy.
All the rules on bets, bonuses and accounts are on the Terms and Conditions page. If your complaint is about your own playing habits, switching on the limit and break tools on the Responsible Gaming page first gives a faster result.