Dispute Resolution

Our aim is to offer you the greatest customer experience possible. So, if you are not happy with the service provided you can contact us via Chat or Phone. We will investigate and respond within 12 hours.

If you wish to have a second opinion you can speak to our Escalation Management Team, who will respond within 12 hours.

If you feel that your query is still not resolved, you can ask for it to be escalated and our Customer Service Team Leaders will investigate the issue. We want to hear from you so we can improve our service.

If you are still not satisfied you can contact the following Alternative Dispute Resolution (ADR) services in the following manner:

UK Customers

  • All Products: Independent Betting Adjudication Service (IBAS). If you wish to contact IBAS, email: adjudication@ibas-uk.co.uk, Online: http://www.ibas-uk.com, or write to: IBAS, PO Box 62639, London, EC3P 3AS.
  • Please note IBAS will not charge you for use of their services.

 

All Other Customers

Sports betting, Virtual Betting and Games*: The Malta Gaming Authority (the MGA), by emailing: complaints.mga@mga.org.mt
*Products found under the ‘Games’ tab are regulated by different licencing jurisdictions. The relevant licence information is found in the footer of each game.

 

You may use the European Commission’s Online Dispute Resolution platform available at https://webgate.ec.europa.eu/odr/ instead of approaching the relevant arbiter directly. However, by doing so you will be directed to the relevant arbiter and this may prolong the dispute resolution process.