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Complaints Policy

Customer Complaints and Dispute Policy and Procedure

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Our Complaints Procedure

We pride ourselves in providing an exceptional level of customer service. Whatever the problem, we are ready and waiting to address the issue as quickly and efficiently as possible.

Should a problem arise then simply contact our Customer Services team by one of the following methods so that we may deal with your query:

  1. Live Chat
  2. Phone from UK: 0800 030 9156 or Rest of World +44 (0)1925 878281
  3. Email us at

Please note that it is not always possible for us to see or respond to complaints made via social media and we always recommend following our Complaints Procedure to resolve any issues as quickly and efficiently as possible.

Please note that calls to and from our Customer Service department may be recorded for security and quality control purposes.

We view any complaint as an opportunity to learn and improve for the future and to give us the opportunity to put things right.

Stage One

Please check our terms and conditions – which can be found here – together with any specific terms which are brought to your attention while using our services (including where they are part of a promotional offer) You may also find the answer to many common questions within our Help and Frequently Asked Questions sections.

Stage Two

If you have not been able to find the answer to your question and still wish to ask us something, then please try to provide us with as much information as possible regarding your issue, including your name, address, account number, username, dates, times, amounts of money and any specific details you would like us to take into consideration.

Once we receive this information, one of our Customer Service Advisors will review your question and will respond to you within 24 hours.

Stage Three

If the issue has not been resolved during Stages 1 and 2, we will escalate it internally to a Case Review Manager and they will aim to provide a response to you within 72 hours.

Stage Four

Please note, we may require more time to investigate the matter if the issues are complex, or if you are still not satisfied with the responses given. In these circumstances we will consider the facts and investigate your complaint further and will respond to you within 8 weeks of receipt of your initial complaint. We will also inform you of the next steps to take should you remain dissatisfied with our response.

Stage Five

Where you have gone through the above stages and if you are still not happy with the outcome of your complaint, you may be able to take your complaint to an Alternative Dispute Resolution (ADR) provider. Our preferred ADR provider is the Independent Betting Adjudication Service (IBAS) – which is a free and independent service – however we will consider using another approved ADR service if IBAS is not available. We will provide you with a complaint reference number to use when contacting IBAS or other ADR service.


Further information regarding IBAS and their services can be found at We agree to fully support any investigations IBAS choose to undertake. Provided you agree to be bound by the IBAS outcome, we will also agree to be bound by that outcome.