A bet settlement, a cancelled bonus, a pending payment or an account restriction can all be disputed. The process costs nothing and follows four fixed stages. What to prepare and how fast an answer arrives are set out below.
The four-stage process
Every dispute follows the same order, and no stage can be skipped. A higher stage will not open a file without seeing the record from the stage before it.
- Live support — reached through the in-site support channel, with a reply in the same session.
- Formal complaint — a numbered file opened through support, with a first reply inside 3 working days.
- Review — handled by the assessment team, with an outcome inside 14 days at the latest.
- Escalation — a second review requested if the outcome does not fit, answered inside 7 days.
What to prepare before opening a file
- The phone number registered to the account — only the account holder can open a complaint.
- The date and time of the disputed transaction, to the minute where possible.
- The bet slip number, the game round ID or the payment transaction number.
- A short note on the gap between the expected outcome and what actually happened.
- A screenshot, if one exists — a visible date and time in it speeds things along.
A file opened with gaps in it is not rejected. The clock, however, only starts once those gaps are filled. Sending every detail together in the first message is the fastest route.
How each type of matter gets assessed
- Bet settlement disputes — checked against the official result published by the organiser, with any correction to that result carried through.
- Casino round disputes — checked against the round record kept by the studio supplying the game, which can take a few days to obtain.
- Bonus disputes — decided by the terms on the relevant offer card, which take priority over general wording.
- Payment disputes — decided by the provider's own transaction record, with status shared if a payment is pending.
- Account restriction disputes — explained with a reason, to the extent legal limits allow.
A complaint, not a chargeback
Starting a chargeback through a bank or payment provider does not speed up a payment problem — it freezes it instead. The moment a chargeback opens, the account goes under review and the file waits until that review closes. Opening a complaint here first keeps every later step still available if it goes unresolved.
When the outcome does not fit
The outcome of a review arrives in writing with its reasoning attached. A second review can be requested if that outcome is disputed, opened under the number of the original file. This second review is the final stage of the process. Keeping the written outcome and file number on hand is worth doing.
Where the process has limits
- A complaint should be opened within a reasonable time of the event — a round played months earlier may no longer have a provider record.
- A second file on the same matter gets attached to the first rather than reviewed on its own.
- Aggressive language toward support does not change a file's substance, though it can close the correspondence channel.
- Correspondence inside a complaint file is kept under the Privacy Policy.
Every rule on bets, bonuses and accounts sits on the Terms and Conditions page. When a complaint concerns one's own playing habits, switching on the limit and break tools from the Responsible Gaming page first gives a quicker result.