In this section of our Terms and Conditions a "complaint" means a complaint about any aspect of our conduct in relation to your dealings with us and a "dispute" means any complaint which is not resolved through the Complaints Procedure and which relates to the outcome of a gambling transaction. All disputes are dealt with under our Dispute Resolution Policy. Complaints will not be heard by us if they are not raised with our Customer Care Team within 12 weeks of the event which the bet related to occurring.
In relation to all complaints or disputes, we reserve the right to record all telephone and e-mail communications with you and any other person. In the event of a dispute as to the contents of any such communication, reference will be made to such records and to our transaction database which, in the absence of any contrary evidence, shall be decisive.
It shall be a condition of your agreement with us that any complaints and disputes are and remain confidential both whilst we seek a resolution and afterwards. You agree that you shall not disclose the existence, nature or detail of any complaints and disputes to any third party (which shall include the discussion of any such any complaints and disputes in any chat room or forum offered by ourselves or any third party). If you do so, that shall be considered a breach of the Terms and Conditions and we will no longer be obliged to continue seeking a resolution to your complaint and dispute and shall be entitled to freeze (and potentially close) your account.
Complaints Procedure
We take complaints seriously. If you have any cause to complain about anything that has happened as a consequence of your dealings with us, you should notify us by contacting our Customer Care Team on 08457 581527. We will then give you a name and status of one of our Customer Support advisers who will oversee the management of your complaint. We will deal with your complaint as quickly as we reasonably can and shall, as necessary, request appropriate evidence from you for the purposes of settling your complaint.
Dispute Resolution Policy
If a complaint is not resolved to your satisfaction by the use of our Complaints Procedure, you may refer the matter to the Independent Betting Adjudication Service (IBAS). IBAS provides a free, independent, impartial and confidential dispute resolution and arbitration service for disputes relating to the sum or sums to be paid or credited to a Customer on any betting wager between the Customer and Operator. It ensures that all its adjudicators are experienced and independent and make a full and independent assessment of the facts made by way of written submissions, prior to providing a written adjudication based on the merits of each case. IBAS can be contacted at www.ibas-uk.com or via telephone on +44 (0)207 347 5883 or via post at IBAS, PO Box 62639, London EC3P 3AS.
Where a dispute is referred to IBAS, the resulting decision shall be final and binding and you therefore will not have further recourse to the courts.
