Complaints
If something has gone wrong, this is how we put it right.
- Email [email protected] with the subject line Complaint, your username and, for a bet, its bet reference.
- Tell us what happened, what you expected to happen, and what you would like us to do.
- We acknowledge every complaint within two working days.
A member of our team who was not involved in the original decision reviews your complaint, including the bet's record, the price it was accepted at and the result it was settled from. We aim to send you a full answer within eight weeks, and usually much sooner.
Every bet keeps a frozen copy of the selection as it stood when you placed it, and every settlement records what it was settled from. That record is what a review is based on.
You may refer the complaint to [independent dispute resolution service]. Before you do, please let us finish our own review.
For everyday questions, the Support centre is quicker.