Questions about a settled bet, a voided bonus, a payment stuck in limbo, or a restriction on your account can all be challenged through this procedure. Below you'll find where to direct the challenge, the information it requires, and the expected reply times — none of it comes at a cost to you.
The stages you'll go through
There are three stages to every case, and each one builds on the last: none of them will open a file without confirmation that the stage beneath it has already happened.
| 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 |
Have this ready when you start
- Registered phone number on the account, since a dispute can only be opened by whoever owns it.
- When exactly the transaction in question took place — down to the minute is best.
- One of: the bet slip ID, the round identifier for the game, or the payment reference number.
- A short note explaining the gap between what should have happened and what did.
- A screenshot, where possible, ideally with the timestamp showing.
Nothing gets thrown out for missing information, but the response window won't open until everything's in. Sending it all at once is simply the fastest path to an answer.
The review approach for each type
- For a bet outcome, we check the organiser's published result — any later fix to that result flows through to your settlement.
- For a casino round, we check the round record from the studio behind the game — getting hold of it from them can take a few days.
- For a bonus, the deciding factor is the specific wording on that offer, which overrides anything in the general terms.
- For a payment, the provider's own record is the reference point; a payment sitting pending on their side gets reported back to you.
- For an account restriction, you'll get the reasoning behind it, within whatever the law allows us to share.
Why a complaint beats a chargeback
Filing a chargeback with your bank or provider over a payment issue feels proactive, but it actually puts the brakes on: your account goes under review the second it's raised, and nothing moves on the file until that review closes. Raise the complaint with us first — the other avenues remain open if that doesn't fix it.
Disagreeing with the result
The result of our review reaches you in writing, reasoning included. If you're not on board with it, a second review can be requested starting from the day you got that result — cite the original case number when asking. If the second review doesn't change your mind either, the license provider's dispute unit is the next stop, so hang on to the written result we sent you for that.
What falls outside this process
- A dispute needs to be raised reasonably soon after the event — provider records for a round from months back may not exist anymore.
- Raising the same issue twice just folds the second filing into the first rather than opening a new review.
- Hostile language toward support staff won't sway the outcome of a case, though it may cost you the correspondence channel.
- Everything exchanged in a case file is handled according to our Privacy Policy.
Every rule around bets, bonuses and accounts is spelled out on the Terms and Conditions page. And if the root of your complaint is your own play, turning on the limit and break tools from the Responsible Gaming page tends to solve things faster.