Our aim is to offer you the greatest customer experience possible. We want to ensure that all our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.
You can contact the Customer Services (CS) team via Live Messenger here.
If, after raising your issue with our CS teams, you remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Customer Champion team. To escalate your complaint, you can either request to escalate to a member of the Customer Champion Team, have the complaint raised on your behalf by the CS Agent, or alternatively you can access the complaints portal by clicking here.
Once a formal complaint is submitted via our dedicated portal, a dedicated Complaints Specialist will handle your case and work to resolve it as quickly as possible. They may contact you directly to ensure all details are available.
Throughout this process, we make sure all the details are logged and tracked to ensure your complaint is resolved according to any legal or licensing requirements.
For more information on our complaints and player dispute process, visit our Terms & Conditions, which can be found