A settled bet, a cancelled bonus, a pending payment or a restriction placed on your account can all be disputed. What follows covers how many stages a complaint passes through, what to prepare beforehand, and how each type of matter gets assessed. There is no charge for filing.
A four-stage path
Stages cannot be skipped, since each one needs the record from the stage before it to move forward.
- Live chat — first contact through the in-site support channel, answered within the same session.
- Formal file — support opens a numbered complaint, with a first reply inside 3 working days.
- Assessment — the relevant team reviews the matter and delivers an outcome within 14 days at the latest.
- Reconsideration — a second look within 7 days if the outcome does not sit right with you.
What to gather before filing
Sending everything below in the first message is the quickest route; a file with gaps is not turned away, but the clock only starts once those gaps are filled.
- The phone number on the account, since only the account holder can file a complaint.
- The date and time of the disputed transaction, down to the minute where possible.
- The bet slip number, round ID or payment transaction number involved.
- A brief note on the gap between the outcome expected and the one that happened.
- A timestamped screenshot, if one is available.
How assessment differs by matter
| Type of dispute | What the decision rests on |
|---|---|
| Bet settlement. | The official result; a correction there means a corrected settlement. |
| Casino round. | The studio's round record, which can take a few days to arrive. |
| Bonus. | The terms printed on the offer card, ahead of any general wording. |
| Payment. | The provider's record; a pending amount is reported back to you. |
| Account restriction. | Explained to the extent that legal limits allow. |
Complaint first, chargeback last
Filing a chargeback with a bank or payment provider over a payment issue does the opposite of speeding things up: the account goes under review the moment it opens, and the file stays frozen until that review closes. Raising the matter here first tends to reach a resolution sooner.
Disagreeing with the outcome
Every outcome arrives in writing, together with the reasoning behind it. A second review can be requested by citing the original file number if the result does not sit right, and keeping a copy of the written outcome is worth doing.
Where the process reaches its limits
- Filing within a reasonable time of the event matters, since a round played months back may no longer have a surviving record.
- A repeat file on the same matter gets attached to the original rather than reviewed on its own.
- Hostile language toward support will not change a file's outcome, though it can end that conversation.
Complaint correspondence is retained under the Data Privacy page, and the full set of rules on bets, bonuses and accounts sits on the Terms of Use page. When the underlying issue is your own play habits, the tools on the Responsible Play page often resolve things faster.