At all times we endeavour to provide outstanding customer care and an unmatched betting experience. If at some point you feel this has been compromised and a dispute arises which we cannot resolve to your satisfaction we suggest you raise the issue with IBAS.
IBAS is the Independent Betting Adjudication Service (IBAS) which acts as an impartial adjudicator on disputes that arise between gambling operators who are registered with IBAS and their customers.
The IBAS Panel of betting experts apply their specialist knowledge to the facts and adjudicate by reference to the operator's own terms and conditions but do not rule on complex legal issues. As well as offering effective dispute resolution procedures, IBAS also check that operators have complied with the standards set by the Gambling Commission and with the IBAS terms and conditions of registration.
Step one – Contact Customer Services
Should you wish to make a complaint regarding the Services, You should first (as soon as reasonably practicable) contact our Contact Centre via live chat or by email about your complaint. If the Customer Service Advisor is unable to respond to, or resolve, your complaint, it will be escalated as appropriate within our Customer Services team to a Team Leader or supervisor until resolution. We will endeavour to resolve the matter to your satisfaction as soon as is reasonably possible (which may include time spent on any internal investigation required).
Step two – Review
If You are not satisfied with the resolution from the Contact Centre You can request that a named senior member of management, reviews the decision. In order to facilitate this review please email email@example.com (where possible using the email address registered to your account) including your account number, any previous correspondence in relation to your complaint and the reason for your dissatisfaction with the resolution.
Step three – Independent Adjudication
If you remain unhappy with any resolution offered by us You agree that the matter may be referred for adjudication by the Independent Betting Adjudication Service (IBAS) (this does not affect any right you have to bring a claim in court). IBAS’s telephone number is +44 207 347 5883. Further details about IBAS can be found on www.ibas-uk.com IBAS’s decision will be final as long as the full facts are presented by all parties concerned and You have agreed to be bound by the decision. An alternative Adjudication Service is available to non-UK customers, if you are a non-UK customer You may choose for the matter to be referred to the Gibraltar Gambling Commissioner. Please refer to the Gambling page on the Government of Gibraltar website (https://www.gibraltar.gov.gi/new/gambling-commissioners-advice-complainants) for further advice on how to do so.
You can find the IBAS website here.