Service Accessibility

We need you to fill out a form to explain your dispute with us. This helps us understand the details of how you believe your bet or game was handled unfairly.

While we do receive calls from people asking if they can explain their dispute over the phone, we prefer not to do this because we communicate with our panel of adjudicators through email. If there is any misunderstanding or inaccuracies in the details of your complaint, it may take longer for your complaint to be properly considered. By filling out the form, we can ensure that your complaint is properly understood and addressed in a timely manner

Email verification

We ask you to verify your email address before submitting a dispute form because this helps ensure that our communications reach you accurately.

5-10% of people submit forms with incorrect email addresses. Verifying your email address through the verification email we send you helps us avoid any mistakes and ensures that all future emails reach you without any issues.

 

Consumer without Internet access

If you or someone you know has a dispute and doesn’t have access to the internet, don’t worry. They can still resolve their issue by submitting a claim form. They can simply call 020 7347 5883 and ask for the form to be sent to them through mail. They will then need to fill out the details of the dispute, sign the form, and send it back to us. This will give us permission to investigate the disputed bet(s) or game(s) on their behalf. If no one answers the phone, they can leave their name and address slowly and clearly on our voicemail system. The recorded message will provide further instructions.

 

Difficulty completing a form

If you or someone you know has trouble filling out the dispute form in writing or by email, you can call us at 020 7347 5883. A member of our team will return your call and take down the details of your dispute.

Please note that if we take down your dispute information over the phone, you won’t be able to sign the form to give us permission to ask the gambling operator for information about your disputed transactions. In some cases, the gambling operator may ask you to reach out to them directly to confirm that we have your permission to take this action on your behalf.

We always strive to make sure we are speaking with the right person about confidential betting information and transactions. So, please be patient if we ask questions to verify your identity.

 

Progress Updates

Our system allows consumers track the progress of their disputes. You’ll be able to log in using your email and password to see where your dispute stands, get an estimate for the time it will take to be resolved, and view the final decision from our Adjudication Panel.

To keep your information confidential, please make sure to choose a secure password and use the correct email address when logging in.