If you're unhappy with something, let us know and we'll always try to put things right informally first.

If you're already speaking to us by email, there's no need to start a new conversation - the team you're speaking with can pick up your complaint there. Otherwise, you can contact our Player Experience Team via live chat (9am–9pm, 7 days a week) or email [email protected].

If we can't resolve things at this stage, we'll send you a short form to complete. Once submitted, your complaint will be passed to our Complaints Team and the formal complaints process will begin.

We'll aim to acknowledge your complaint within 24 hours and keep you updated while we investigate. We'll always try to resolve things as quickly as possible, but a full investigation can take up to 8 weeks, after which you'll receive our final response.

Our Complaints Team can't speed up processes such as verification checks or withdrawals. Their role is to review what's happened and the actions taken on your account.

If you're still unhappy with our final response, you can refer your complaint to IBAS, our independent alternative dispute resolution provider. We encourage you to complete our internal complaints process before contacting IBAS, as they'll ask for a reference number which we'll provide once our process is complete. You can find more about our complaints process in our terms and conditions.

Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
Email: [email protected]

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.
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You can raise a data protection complaint with us by live chat (9am–9pm, 7 days a week) or by emailing [email protected].
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Your complaint will be escalated to our Data Privacy Team. We'll acknowledge your complaint within 1 month and keep you updated while we investigate before providing the outcome to your complaint.
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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.