Quick answer: Contact our 24/7 support team with a clear description and any reference numbers. We aim to acknowledge within 24 hours and resolve most issues within a few business days. If you're not satisfied, you can escalate to a manager and then to an independent dispute-resolution body.
How to raise a complaint (step by step)
- Contact support first. Use live chat or the contact form and describe the issue clearly, including dates, amounts and any reference numbers.
- We acknowledge and investigate. You'll get confirmation within 24 hours and a case reference.
- We respond with a resolution. Most complaints are resolved at this stage within a few business days.
What to include
- Your account username or registered email.
- The date and time the issue occurred.
- Transaction or game reference numbers, if relevant.
- A clear description of what happened and the outcome you're seeking.
The more detail you provide, the faster we can help.
Response times
| Stage | Target |
|---|---|
| Acknowledgement | Within 24 hours |
| First resolution | A few business days |
| Escalated review | Up to 10 business days |
Complex cases may take longer; we'll keep you updated throughout.
If your complaint isn't resolved
If you're not satisfied with the outcome, you can escalate:
- Ask for a manager review. Reply to your case and request escalation.
- Independent dispute resolution. If we still can't agree, you may refer the matter to an independent alternative dispute resolution (ADR) provider or the relevant gaming regulator.
Before going live, add the name and contact details of your licensed ADR provider and regulator here, as required by your operating jurisdiction.
Frequently asked questions
How do I make a complaint?
Contact support via live chat or the contact form with a clear description and any reference numbers.
How long does it take?
We aim to acknowledge within 24 hours and resolve most complaints within a few business days.
What if it's not resolved?
Escalate to a manager, then to an independent ADR body or the relevant regulator.