Got an issue with how a bet was settled, a cancelled bonus, a payment that hasn't arrived, or a limit placed on your account? This page walks through where to file the dispute, what to include, and how quickly you'll hear back. There's no fee involved at any stage.
Five steps, in order
Disputes run through three core stages, and skipping ahead isn't possible: a stage will only accept a case once the stage before it has been recorded.
| Step | Where you apply | Response time |
|---|---|---|
| 1. Live support | The support channel inside the site | In the same session |
| 2. Formal complaint | A numbered file opened through support | First reply within 3 working days |
| 3. Review | The team that assesses the complaint | An outcome within 14 days at the latest |
| 4. Escalation | A request for a second review if the outcome does not suit you | Within 7 days |
| 5. Independent body | The dispute unit of the license provider | The body's own timeframe |
What to gather before filing
- Your account's registered phone number — only the account owner is allowed to file a dispute.
- When the disputed transaction happened, ideally down to the exact minute.
- Whichever reference applies: the bet slip number, the game round ID, or the payment transaction number.
- A quick summary of what you expected versus what actually happened.
- A screenshot, if you took one — include the timestamp visible and it'll move faster.
Missing a detail won't get your case turned away, but the response countdown won't begin until it's supplied. Send it all up front and you'll get an answer sooner.
Assessment method by case type
- Bet settlement cases are checked against the organiser's official result — a later correction to that result carries over to the settlement.
- Casino round cases are checked against the supplying studio's round record, and pulling that record can take several days.
- Bonus cases follow the specific terms printed on the offer itself, ahead of the general terms.
- Payment cases are checked against the provider's transaction log; a payment still pending on their end gets flagged to you with its status.
- Account restriction cases come with an explanation of the reasoning, limited only by what the law permits us to disclose.
Complaints beat chargebacks
A chargeback through your bank or payment provider might feel like the fast option for a payment problem, but it actually stalls everything: the account gets locked into review the moment it's filed, and the case can't move until we close it out. File the dispute with us before going that route — and if it isn't settled, the remaining options are still there for you.
Not satisfied with the decision?
You'll get our decision in writing, with the reasoning behind it. Disagree? You can request a second look, with the clock starting from when you received that decision — quote your original case number when you do. Still unsatisfied after the second look? Take the case to the license provider's dispute unit — keep the written decision we gave you, since you'll need it there.
What this process doesn't cover
- Cases must be opened within a reasonable window of the event — a round from many months back may no longer have a provider record.
- A repeat filing on something already opened just gets merged into the existing case rather than reviewed on its own.
- Abusive language toward support doesn't affect the outcome, but it can get the conversation channel closed.
- Case correspondence is handled per our Privacy Policy.
Full rules for bets, bonuses and accounts live on the Terms and Conditions page. If the dispute traces back to your own play habits, switching on the limit and break tools from the Responsible Gaming page first is usually the quicker fix.