Our aim is to ensure that all customers always have a great experience when using our services. However, we recognise there are occasions where we may not have been able to meet your expectations, and in doing so, we want to hear from you as soon as possible so we may resolve your concern quickly and fairly.
Our customer service team is highly trained to resolve any queries in order to provide a satisfactory outcome. On the rare occasions where this is not possible, you can request for your complaint to be escalated to a senior team member, who will independently review and seek resolution to your complaint.
Making a Complaint
Should you wish to raise a complaint, you can do so via Live Chat and Email.
What to Provide
In order to resolve your complaint as quickly as possible it is important that you provide us with as much information as you can, including:
• Your name
• Your username
• Full details of your complaint
What we will do
Upon receipt your complaint will be assigned to an individual member of our Casino's Customer Service team to assess and resolve. We will endeavour to respond within 48 hours.
If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as the Casino’s final response.
If you are not in agreement with our final response you can refer your complaint to eCommerce and Online Gaming Regulation and Assurance (eCOGRA).