A bet you think was settled wrong, a bonus that got cancelled, a payment yet to land, or a restriction on your profile — all of these can be disputed. Here's where the dispute goes, what it needs to include, and roughly how long a reply takes. None of this costs anything on your end.
Working through the stages
Three stages make up every case, one after another. You can't jump ahead — a stage won't pick up a file unless the one before it is already on record.
| 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 |
What you'll need on hand
- The phone number tied to your account — complaints can only come from the account's owner.
- The date and, ideally, the exact minute of the transaction you're disputing.
- Depending on the case: your bet slip number, the game's round ID, or the transaction number for the payment.
- A brief line on the difference between what you were expecting and what happened instead.
- A screenshot if you've got one — having the date and time visible in it helps speed things along.
A file with a gap in it isn't turned away, but its timer doesn't start until that gap is closed. Put everything in your opening message and you'll get through faster.
How we assess each kind of issue
- Bet settlement issues are weighed against the organiser's official result; a correction to that result later means your settlement gets corrected too.
- Casino round issues are weighed against the record kept by the studio supplying the game — asking them for it can take a few days.
- Bonus issues go by the terms listed on that particular offer, and those beat anything written in the general terms.
- Payment issues go by the provider's transaction record; money pending on their end gets its status passed along to you.
- Restriction issues come with the reason behind them, shared to whatever extent the law lets us.
Complain first, chargeback later
Going straight to a chargeback with your bank or payment provider over a payment problem doesn't speed anything up — quite the reverse: your account lands under review as soon as it's filed, and the case is frozen until we've closed that review out. Complain with us before that; if it still isn't fixed, nothing stops you from taking the other steps afterward.
If you don't agree with the outcome
You'll receive our review outcome in writing, reasons included. Not happy with it? A second review can be requested, counted from when you got the first outcome — mention your original file number in the request. If that second look still doesn't sit right, the license provider's dispute unit is available to you next; keep hold of the written outcome we sent, you'll need it there.
Where the process draws the line
- A complaint should be raised within a reasonable stretch of time after the event — a round from months ago might no longer have a record with the provider.
- A second file raised on something already open gets tied to the first one instead of getting its own review.
- Aggressive language toward the support team won't change how a file is judged, but it might get your correspondence channel closed.
- Anything exchanged in a complaint file falls under our Privacy Policy.
Full details on bet, bonus and account rules sit on the Terms and Conditions page. And if what's bothering you traces back to your own habits at play, switching on the limit and break tools on the Responsible Gaming page first usually gets you a quicker fix.