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 covers where a dispute goes, which details are needed and the response times to expect. The process costs nothing.
Steps of the process
Every dispute goes through the same stages. Do not skip a stage: a higher stage will not review a file without seeing the record of the stage below it.
| Step | Where you apply | Response time |
|---|---|---|
| 1. Live support. | The support channel inside the site. | Within 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. Second review. | A request opened if the outcome does not suit you. | A reply within 7 days. |
Prepare this before opening a complaint
- The phone number registered to your account. Only the account holder can open a complaint.
- The date and time of the disputed transaction, to the minute where possible.
- The bet slip number, the game round ID or the payment transaction number.
- A short description of the gap between the outcome you expected and what happened.
- A screenshot if you have one. A visible date and time speeds things up.
A file opened with missing details is not rejected, but the clock does not start until the gap is filled. Sending everything together in the first message is therefore the fastest route.
How each kind of matter is assessed
- Bet settlement disputes are reviewed against the official result published by the organiser. A later correction to that result carries over to the settlement.
- Casino round disputes are reviewed against the round record held by the studio supplying the game. Requesting that record can take a few days.
- Bonus disputes rest on the terms written on the offer card; the card's wording overrides the general text.
- Payment disputes rest on the provider's transaction record. If money is pending on the provider's side, you are told where it stands.
- In account restriction disputes, the reason is explained as far as legal limits allow.
A complaint instead of a chargeback
Starting a chargeback through your bank when a payment goes wrong does not speed things up, it freezes them: the account goes under review the moment a chargeback opens, and the file waits until we close it. Open a complaint here first; if it goes unresolved, the next step is still open to you.
If the outcome does not suit you
The outcome of a review is sent to you in writing with its reasoning. If you disagree, you can request a second review from the date you receive the outcome; open that request under the number of the first file. The second review decision closes the internal complaint process. Keep the written outcome you received for your own records.
Limits of the process
- A complaint must be opened within a reasonable time of the event it concerns. For a round played months earlier the provider record may no longer exist.
- A second file opened on the same matter is attached to the first and not reviewed separately.
- Aggressive language towards support does not change the substance of a file, but it can lead to the correspondence channel being closed.
- Correspondence in a complaint file is kept under the Privacy Policy.
All rules on bets, bonuses and accounts are on the Terms of Use page. If a complaint concerns your own playing habits, switching on the limit and break tools on the Responsible Gaming page first tends to give a faster result.