If you want to file an complaint, you may use this form to submit such complaint. Kindly note the following process will be conducted:
Upon receipt of a formal complaint, via any of the available written channels of communication, you will receive by email, a confirmation and acknowledgement of the complaint having reached our attention, including the outline of the procedure that will be followed to investigate the complaint fully as to such time frame within which you will receive an update on progress (normally 4-5 days).
Your complaint will be investigated by the Senior Manager Customer Services, with the assistance of other departments as required to review your complaint, and the outcome will be communicated to you when conclusion have been reached (normally within 7-10 days).
Customer Complaints Procedure
Upon receipt of a formal complaint, via any of the available written channels of communication, the Customer will receive, by email, an acknowledgement of the complaint, including:
Aan outline of the procedure that will be followed to investigate the complaint fully
A time frame within which they should receive an update on progress (normally 7 days)
The complaint is then investigated by the Senior Manager Customer Services, with the assistance of other departments as required and the outcome communicated to the player.
At this point we will also inform the regulator and send a copy of the complaint.
If the player continues to be dissatisfied with the outcome of the investigation, the player will then be given an explanation of the appeals procedure, namely:
In the first instance, the Operations Director
In the second instance if the complaint still cannot be resolved we will advise the player to contact the Regulator who are the final arbiter in such a dispute as per the terms and conditions found here.
We will then ensure to inform the regulator of the complaint resolution.
