Dispute Resolution

Scope of this procedure

This procedure explains how disagreements between a player and the operator are handled. It covers complaints about withdrawals in pounds sterling, the settlement of bonuses, game outcomes, account verification and the conduct of staff. Complaints about services provided by third parties fall outside this procedure, even when those services can be reached through the website.

First step: customer support

Almost every dispute starts as a question that can be settled without a formal process. The player should therefore contact customer support first, using live chat or the contact form. Staff usually confirm receipt on the same day and aim to resolve simple matters, such as a delayed deposit or a missing bonus, within a few working days.

What a complaint should include

A case moves faster when the player provides the full facts from the outset. The message should state the account number or username, the date and time of the incident, the amount involved in pounds, the transaction or game round reference and a short description of what the player believes went wrong. Screenshots or bank statements can be attached. Anonymous complaints are not accepted, and neither are complaints sent from an account other than the one concerned.

Formal complaint

If the first contact does not resolve the issue, the player can submit the matter in writing to the complaints team. Receipt is confirmed within two working days, and a full response normally follows within ten working days. If the investigation needs more time, for example because information has to be obtained from a payment provider, the player receives an interim update with a new deadline. In line with UK Gambling Commission requirements, every complaint is resolved within eight weeks of receipt. The account remains accessible throughout, unless the complaint itself concerns a block.

Investigation and assessment

Server logs carry the most weight in the assessment, because they record the complete game and transaction history. This data is compared with the player’s account of events and with the terms and conditions in force at the time of the incident. The outcome is explained in writing, with reference to the specific term on which the decision is based. Where the operator is found to be at fault, the balance is restored or the amount is paid out in pounds sterling.

Disputes about withdrawals

Requests held for verification or additional checks do not count as refused withdrawals while the review is ongoing. The player is told the reason and which documents are still missing. A matter can be raised as a dispute only once a request has been finally rejected, or if processing has stalled without explanation.

Independent review

A player who disagrees with the outcome can refer the case to the Alternative Dispute Resolution provider approved by the UK Gambling Commission. The complaint must first go through the internal procedure, and the operator’s final response should be included with the referral. If no final response has been issued within eight weeks, the player may go to the ADR provider directly. The operator cooperates with the review and accepts its decision. The right to take the matter to court remains open at all times.

Deadlines and records

Complaints should be submitted within thirty days of the incident, because older data is harder to reconstruct. Game and payment records are kept for the statutory period after a case is closed. Correspondence is conducted in English, through one channel per case. Raising the same complaint in several places at once tends to slow the process down rather than speed it up.

Conduct during the process

Both parties are expected to keep a professional tone. Abusive or threatening messages may lead to restricted contact, without affecting how the complaint itself is handled.