Making a Complaint
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 a Player Complaints Executive. We'll acknowledge your complaint within 24 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 or dispute to an independent adjudicator. We have appointed IBAS (Independent Betting Adjudication Service) as our alternative dispute resolution provider. You may contact them using the details below:
Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
Email: [email protected]
You can read more about our complaints process in our terms and conditions.
Making a Data Protection Complaint
A data protection complaint is one where you believe data protection legislation has been infringed in relation to your personal information. This covers matters such as data breaches, how we've handled a Subject Access Request, the accuracy or retention of data we hold about you, our security practices, or the use of profiling. A data protection complaint will be handled separately from a service complaint. If your complaint includes a data rights request alongside a service complaint (for example, asking for erasure at the same time), these will be handled as distinct matters.
You can raise a data protection complaint with us by live chat (9am–9pm, 7 days a week) or by emailing [email protected].
Your complaint will be escalated to our Data Privacy Team. We'll acknowledge your complaint within 30 days and keep you updated while we investigate before providing the outcome to your complaint.
You also have the right to raise a data protection complaint directly with the Information Commissioner's Office (ICO), the UK's data protection regulator. You can do this at any time, and you do not have to complain to us first.
ico.org.uk/make-a-complaint. For more information on how we handle your personal data, please read our Privacy Policy.