If you’d like to make a complaint, contact our Player Experience Team first.
You can do this on live chat (9am–9pm, 7 days a week) or by emailing [email protected]
We’ll review what’s happened and try to resolve it as quickly as possible.
If your complaint needs a formal review, it will be passed to our Player Complaints Executive. We’ll acknowledge your complaint within 48 hours and keep you updated while we investigate. In some cases, a full review can take up to 8 weeks.
Once the investigation is complete, you’ll receive a final response with our decision.
If you’re not satisfied with the outcome, you can refer your complaint to IBAS (Independent Betting Adjudication Service). We’ll include details of how to do that in our final response.
You can read more about our complaints process in our terms and conditions