Below are answers to common questions about the complaint process. You can dispute a bet settlement, a bonus cancellation, a pending payment or an account restriction. The process does not cost anything extra.
What stages does my dispute go through?
The process has four steps. You cannot skip a step.
- You first write to live support. A reply comes within the same session.
- If the outcome does not change, you open a formal complaint. The file gets a number. The first reply arrives within 3 working days.
- The file moves to the review team. An outcome is given within 14 days at the latest.
- If you are not satisfied, you can request an escalation. This step takes 7 days.
What should I prepare before opening a file?
- Registered phone number
- Only the account holder can open a file.
- Date and time of the transaction
- Adding the minute if possible speeds things up.
- Slip or transaction number
- A bet slip number, a game round ID or a payment number is enough.
- The gap between expected and actual outcome
- A short description is enough; a long statement is not needed.
- A screenshot
- If the date and time are visible in it, review moves faster.
A file opened with missing details is not rejected, but the clock does not start until the gap is filled. Sending everything in one message is the fastest route.
How does assessment differ by matter type?
Each type of matter is checked against a different record.
- Bet settlement — the organiser's official result applies. If that result is corrected, the settlement is corrected too.
- Casino round — the record kept by the game studio applies. Requesting it can take a few days.
- Bonus — the term written on the offer card applies; the card overrides the general text.
- Payment — the provider's own record applies. If money is pending there, you are told where it stands.
- Account restriction — the reason is shared as far as legal limits allow.
Should I open a chargeback with my bank instead?
No, this is not recommended. A bank chargeback does not speed the process up; it freezes it. The moment it is opened, your account goes under review. The file then waits until it is closed on our side, and no new payment can start in the meantime. Open a complaint here first. If it is not resolved, the later steps remain open to you anyway.
What happens if I disagree with the outcome?
You receive the outcome in writing together with its reasoning. If you disagree, you can request a second review after receiving it. Open that request using the number of the first file. Keeping the written outcome for your own records is recommended.
Are there limits I should know about?
Yes, four points matter.
- A complaint should be opened within a reasonable time of the event; a record from months ago may no longer exist.
- A second file on the same matter is attached to the first one and is not reviewed on its own.
- Aggressive language toward support does not change the outcome, but it can close the correspondence channel.
- Correspondence in a complaint file is kept under the Privacy Policy.
Rules on bets, bonuses and accounts are set out on the Terms and Conditions page. If your complaint relates to your own playing habits, opening a self exclusion request on the Responsible Gaming page first gives a faster outcome.