Complaints Policy

We aim to resolve every complaint within 8 weeks.

What can be raised

Any concern about your account, a bet, a withdrawal, a promotion or our staff can be raised through this procedure.

Bonus terms disputes and AML-driven account holds are also in scope.

Step 1 — Live chat & support

Open a chat with live support or write to [email protected]. Most issues are resolved within 24 hours at this step.

Please include your username, the date/time of the event and any reference IDs (bet ID, transaction hash, etc.).

Step 2 — Complaints team

If you are not satisfied within 7 days, escalate to [email protected]. Include the original support ticket reference and the reason you are escalating.

The Complaints team is independent of Player Support and reviews the case from scratch within 14 days.

Step 3 — Alternative Dispute Resolution

If we cannot reach an agreement, you may refer the case to our independent Alternative Dispute Resolution provider. Their decision is binding on us.

The ADR service is free for players. We will share the provider's contact details when we issue our final response.

Timeline & escalation

Total maximum timeline from first contact to final response: 8 weeks. We commit to written updates at every milestone.