pokercasinosports
pokercasinosports

Complaints Procedure

We hope that you’re happy with everything we have to offer you.

If you have a complaint though, here’s how you can let us know:

Step 1: Contact us using our software, mobile app or website. Give us as many details as you can. Our Customer Service team resolves most complaints promptly. However you might find that more complex cases take more time. When this happens, it will be the Complaints team who give you a final decision.

We aim to hand over a result to you within 10 business days. In complex cases, we may need up to the 8 weeks allowed by the Gambling Commission (UKGC).

Step 2: If we can’t settle your complaint in the way you'd hoped, then it becomes a dispute. The UKGC defines this as a query relating to the outcome of the customer’s gaming transactions that was not resolved in the first stage of the operator’s complaints procedure.

You can send in a dispute for independent resolution free of charge after you get a ‘deadlock’ letter. We send this to you after we've exhausted all our internal solutions. The letter includes:

  • Unique dispute reference number
  • Details of your complaint
  • The investigation that we carried out
  • Our final position on the matter
  • Information on how to escalate to alternative dispute resolution (ADR)

Our third-party dispute resolution provider is IBAS. You can contact them at: adjudication@ibas-uk.co.uk. For further details, visit IBAS's website.

For more information on our complaints and player dispute process, please visit our Terms & Conditions, which you can find here.

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