Answers below cover the questions that come up most when a bet, a bonus, a payment or an account restriction does not go the way a player expected. No fee applies at any stage.
Where do I start?
Live support inside the site is the first stop for any concern. Straightforward matters are often settled in that same session. Anything that needs a closer look is moved into a formal complaint with its own file number.
What happens once a formal complaint is open?
A numbered file is created through support, and only the account holder can open it. A first reply arrives within 3 working days. Sending the following in one message, rather than piecemeal, gets the fastest first reply:
- the phone number registered to the account;
- the date and time of the disputed transaction, to the minute where possible;
- the bet slip number, game round ID, or payment transaction number;
- a short note on the gap between the expected outcome and the actual one;
- a screenshot, ideally one showing date and time.
A file with a gap in it is not closed outright, but its clock does not start until that gap is filled.
How long until I get a result?
The team reviewing a complaint delivers an outcome within 14 days at the latest. That review draws on a different record depending on the subject: the organiser's official result for a bet, the game studio's round record for a casino spin (a record that can take a few days to arrive), the offer card's own terms for a bonus (which override the general text), the payment provider's transaction log for a payment, and the legal limits that shape how much can be disclosed for an account restriction.
Why not just request a chargeback through my bank?
Because it works against the timeline, not for it. The moment a chargeback is filed, the account is placed under review, and any open complaint file is paused until that review closes. Raising the matter here first keeps every later option, including a chargeback, still available.
What if I disagree with the outcome?
The result is sent in writing with its reasoning. A second review can be requested by citing the original file number, and a reply to that request follows within 7 days. Keeping a copy of the written outcome makes reopening the matter later, if needed, considerably simpler.
Are there limits on what can be reopened?
| Situation | Outcome |
|---|---|
| Complaint filed long after the event. | The provider's own record may no longer exist to check against. |
| Same matter filed a second time. | Attached to the original file rather than reviewed separately. |
| Aggressive language toward support staff. | Does not change the merits, but can end that correspondence channel. |
Correspondence inside a complaint file is retained under the Privacy Policy. Betting, bonus and account rules sit on the Terms and Conditions page, and a complaint rooted in one's own playing habits is often resolved faster by switching on a tool from the Responsible Gaming page first.