Complaints procedure

We hope that your experience with BildBet has been a good one. If you have a complaint despite our efforts, please contact our customer service. Our staff will be happy to help you!

 

So that you know how we proceed with complaints, we have summarised the most important steps here. Further details can be found in our terms and conditions under 8. complaints.

 

Step 1: Internal investigation

The first and most important point of contact is our customer service. If you have a complaint, please contact our staff via Live Chat or by email to hilfe@bildbet.de. We will investigate your complaint internally and you will receive a response within 14 days.

 

Step 2: Review by Customer Service Management

You are not satisfied with the answer from step 1? If so, our customer service management will be happy to investigate your complaint. To do so, send an e-mail with the subject "Step 2 - Review of the complaint management" to supervisor@bildbet.de.

Your concern will be reviewed by the management, and you will receive an answer within 14 days.

Step 3: Review by the Director of Customer Service

If you are still not satisfied with the result after step 2, the Director of Customer Service will look into your complaint. To do this, send an email to ccmanagement@bildbet.de and include "Step 3 Review of Complaint Management" in the subject line. The review may take up to 14 days.

 

Please note that you can only go to step 3 once you have completed steps 1 and 2. We try to make sure that steps 1 to 3 do not take longer than eight weeks in total.

If we have not reached an agreement after eight weeks, you will receive a final letter from the Director of Customer Services. This will contain

  • our final decision and
  • a confirmation that steps 1, 2 and 3 have been exhausted.

As a further course of action, you can now transfer your complaint to Resolver, or you can contact the European Online Dispute Resolution (ODR) service. https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

 

If your complaint is about licence compliance, steps 1 to 3 remain the same, but as a final step you can contact the Gibraltar Gambling Commissioner and make a "regulatory complaint against BildBet".

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