Whether the issue is how a bet was graded, a bonus withdrawn, a payment sitting unpaid, or a restriction added to your account, you're entitled to challenge it. This page lays out the submission point, the documentation needed, and how long you'll wait for a reply — at no cost to you whatsoever.
Moving through three stages
Every grievance passes through the same three stages in sequence, and none can be bypassed — each stage requires proof the previous one has already taken place before it will open a case.
| 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 |
Documentation to prepare in advance
- The phone number your account is registered with, since only the holder of that account may raise a grievance.
- The date of the transaction being challenged, and the time as precisely as you can manage.
- Either the bet slip number, the round ID for the game, or the transaction number for the payment.
- A concise account of how the actual outcome diverged from what you anticipated.
- A screenshot where one exists — visible date and time in it will shorten the process.
A submission missing some of this won't be dismissed, though its response period only begins once it's complete. Providing it all in the opening message remains the quickest option.
Assessment criteria per case type
- Bet grading challenges are measured against the result the organiser officially published, and any later amendment to that result carries through to your grading.
- Casino round challenges are measured against the record the supplying studio keeps of that round, which can take several days to obtain.
- Bonus challenges rely on the terms stated on that offer specifically, which take precedence over our general terms.
- Payment challenges rely on the provider's own record of the transaction; a payment still in progress on their end will have its status relayed to you.
- Restriction challenges come with an explanation for the restriction, provided to whatever extent applicable law permits.
Grievance before chargeback
Should a payment issue arise, going through your bank or payment provider for a chargeback will not accelerate matters — it halts them: the account is placed under review the instant the chargeback is lodged, and the case remains frozen until that review is closed by us. Submit a grievance with us beforehand; the remaining avenues stay open to you regardless of whether that resolves it.
When the outcome isn't to your liking
Our review outcome, along with its rationale, is sent to you in writing. Should you object, a second review may be requested, with the timeframe running from the date the outcome reached you — quote the number of your original case when requesting it. Should that second review also fail to satisfy you, the case may be brought to the license provider's dispute unit; retain the written outcome we issued, as it will be needed there.
Scope limitations
- Grievances must be raised within a reasonable interval following the event in question; a round played months prior may have no surviving provider record.
- A duplicate submission on an already-open matter is joined to the original rather than assessed independently.
- Abusive language aimed at support personnel has no bearing on a case's substance, though it may result in that correspondence channel closing.
- Correspondence tied to a grievance file is retained under our Privacy Policy.
The full set of rules covering bets, bonuses and accounts is available on the Terms and Conditions page. Where a grievance stems from your own play patterns, activating the limit and break tools found on the Responsible Gaming page beforehand tends to produce a faster resolution.