Four situations qualify for a complaint: how a bet was settled, a cancelled bonus, a payment still pending, or a restriction placed on an account. The sections below cover how each type is assessed, what to have ready, and what the review stages look like. No fee applies at any point.
How each kind of matter is assessed
- Bet-settlement complaints are checked against the official result the organiser publishes; a later correction to that result carries over to the settlement.
- Casino-round complaints rely on the round record held by the game's supplying studio, and pulling that record can take the studio a few days.
- Bonus complaints are decided by the terms printed on the offer card itself, which override any general wording elsewhere.
- Payment complaints go by the provider's own transaction log; if funds are sitting on the provider's side, that status gets passed along to you.
- Account-restriction complaints come with a reason, shared to the extent legal limits allow.
What to have ready before opening one
- The phone number tied to your account, since only the account holder can open a complaint.
- The date and time of the disputed transaction, down to the minute where possible.
- A bet slip number, game round ID, or payment transaction number.
- A brief note on how the expected outcome differed from what actually happened.
- A screenshot, if available, with a visible timestamp to speed the review along.
Missing a detail does not get a file rejected outright, but the review clock only starts once every gap is filled. Sending the full set in one message is therefore the quickest path.
The four review stages
Every complaint moves through the same four stages in order, and each stage needs proof the one before it happened.
| Stage | Channel | Typical outcome |
|---|---|---|
| Live chat | The in-site support widget | Answered within the same conversation |
| Formal file | A numbered case raised through support | First reply after a brief initial check |
| Full review | The dedicated review team | Timeline scales with how complex the case is |
| Second look | A follow-up request when the result does not satisfy you | Same file reopened with your added objection |
Why a chargeback is the wrong shortcut
Routing a payment problem through your bank as a chargeback does not shorten anything — it locks the account under review the moment the chargeback lands, and the case sits frozen until that separate review closes. Opening a complaint through this page first keeps the usual escalation path available if the outcome still falls short.
Disagreeing with a result
Every review outcome arrives in writing with the reasoning behind it. A second review can be requested by citing the original file number, and there is no need to start over. Hold on to the written outcome in case it is needed again later.
Where the process stops applying
- A complaint needs to be raised within a reasonable window of the event, since a provider's round record may no longer exist months later.
- Reopening the same matter as a fresh file merges it into the original rather than starting a separate review.
- Hostile language toward support staff does not affect the merits of a case, though it can get the correspondence channel closed.
- Everything written inside a complaint file is retained under the Privacy Policy.
Full rules covering bets, bonuses and accounts sit on the Terms and Conditions page. When a complaint traces back to personal play habits, turning on the limit and break tools from the Responsible Gaming page tends to resolve things faster.