A settled bet, a cancelled bonus, a pending payment or a restriction on your account can all be disputed. The sections below cover the channel, the paperwork and the reply timeline. Opening a file costs nothing at any stage.
Gather this before you start
Having five items ready before you contact support shortens the whole case.
- The phone number tied to your account, since only the account holder can file a dispute.
- The date, time and, where possible, the minute of the transaction.
- A bet slip number, round ID or payment transaction number.
- A brief note on the gap between the expected and the actual outcome.
- A timestamped screenshot, if one is available.
Missing an item does not get a file rejected; it only means the response clock waits until the gap is closed.
A four-stage path
| Stage | Channel | Timeline |
|---|---|---|
| Initial contact. | Live support chat. | Answered during the same chat. |
| Registered complaint. | Numbered file opened by support. | First reply inside 3 working days. |
| Case review. | The dedicated review team. | Outcome within 14 days at the latest. |
| Second review. | Request to reassess the outcome. | Answered within 7 days. |
What each case type is measured against
| Matter | Record used |
|---|---|
| Bet settlement. | The organiser's official result; a later correction updates the settlement too. |
| Casino round. | The supplying studio's round log, which can take a few days to obtain. |
| Bonus. | The terms printed on that specific offer. |
| Payment. | The payment provider's own transaction record. |
| Account restriction. | The reason, shared to the extent legal limits allow. |
Use this instead of a chargeback
For a payment problem, avoid opening a chargeback with your bank. It puts the account under automatic review and freezes the file until the case is closed, rather than speeding anything up. Raise the same issue through this page first; a further step is still available if the outcome does not satisfy you.
If you disagree with the decision
Every outcome is sent in writing with its reasoning. Disagreeing with it lets you request a second review under the same file number. That reply closes the case and should be kept for your own records.
Limits worth knowing
- A case opened long after the event may find no supplier record left to check.
- Reopening the same matter attaches it to the original file instead of starting a new review.
- Abusive language toward support staff can end the correspondence channel.
- All correspondence is retained under the Privacy Policy.
General betting and account rules sit on the Terms and Conditions page. When the concern is about your own play, the self-exclusion option on the Responsible Gaming page usually resolves things faster.