A bet settlement, a cancelled bonus, a payment stuck in limbo, an account restriction — any of these can be disputed, and doing so costs nothing. Four stages carry a dispute from start to finish.
How the route runs
- Start in live chat inside the site — a reply arrives within that same session.
- Unresolved there, it becomes a formal complaint with a file number, answered within 3 working days.
- The review team takes it from there, delivering an outcome within 14 days at the outside.
- Disagree with that outcome, and a second review — under the same file number — comes back within 7 days.
None of these stages can be skipped; each one needs the record from the stage before it before it will proceed.
What to have ready before filing
Sending the following together, in one message, is what moves things fastest.
- The phone number tied to your account — only its holder can file a complaint.
- When the disputed transaction happened, down to the minute if you can manage it.
- A bet slip number, round ID, or payment transaction number, whichever applies.
- A brief note on how the outcome you got differs from the one you expected.
- A screenshot, ideally one showing a visible timestamp.
Missing a detail won't get the file turned away, but the response clock waits for it to arrive.
What decides each kind of case
The reference point shifts by category. A bet settlement is checked against the organiser's official result. A casino round is checked against that game's own provider record — obtaining it can take the studio a few days. A bonus dispute comes down to the terms printed on that specific offer's card, which override anything general. A payment dispute is settled by the provider's own transaction log, and if funds are sitting pending there, you're told exactly where. An account restriction gets whatever explanation the law allows to be shared.
File here, not with your bank
A chargeback through your bank feels faster but does the opposite — it freezes the account under review the moment it's filed, and the file sits there until the bank closes its own case. Filing a complaint through us first keeps things moving; a second review remains available afterward regardless.
Disagreeing with the outcome
Every outcome comes back to you in writing, reasoning included. A second review is available from the date you received it — reference the original file number when you request one, and hold onto that written outcome for your own records.
Where this process has limits
- Filing long after the event risks the underlying provider record no longer existing — a reasonable window matters.
- Filing twice on the same matter merges the second file into the first rather than starting a fresh review.
- Hostility toward support doesn't change a file's substance, though it can get that communication channel shut.
- Complaint correspondence is retained per the Player Data Notice.
Full account, bonus and betting rules live on the Terms of Use page. When a complaint traces back to your own playing habits, the limit tools on Play Control tend to resolve it faster than a review would.