Menu

Articles in this section

How do I make a complaint?

If you ever have a complaint, your first point of contact is our 24-hour Customer Support Team, available every day of the year. Our trained staff are always happy to assist and investigate any concerns you may have. You can reach us via:

  • Live Chat: Click the icon in the bottom-right corner of your screen.
  • Email: Click the ‘Email Us’ button at the bottom of your screen.

Important: We may need to verify that the complaint is from the account holder, or made with their consent, so we might request supporting documentation.

Step 1 - Raising Your Concern

If you are not satisfied with the response from our Customer Support Team, you can escalate your concern to Step 1 by:

To help us address your concerns effectively, please provide:

  1. A clear explanation of why you are dissatisfied.
  2. Any relevant supporting documentation.
  3. What outcome you are seeking.

Our Complaints Team will contact you via email or telephone within 5 working days. We aim to resolve most issues at this stage. However, if you’re still dissatisfied, you can move on to Step 2.

Step 2 - Requesting a Further Review

If your concern is not fully resolved at Step 1, you can escalate it to Step 2 by contacting our licensed operator, Gamesys Operations Limited.

You’ll be given a fair and thorough review, but to ensure we capture every element of your concerns, please provide:

  1. Why you remain dissatisfied.
  2. Any additional supporting evidence.
  3. The resolution you are seeking.

Contact options:

Managing Director’s Office,
Gamesys Operations Limited,
Suite 2, Floor 4,
Waterport Place,
Gibraltar, GX11 1AA

The Managing Director’s Office will review your case and respond within 10 working days. Should delays occur, we will keep you informed. We are committed to resolving your complaint as quickly as possible, and we aim to complete the entire process within eight weeks from the time we first receive your complaint.

However, please note that if we request further information from you and don't hear back within seven days, we may need to pause the process until we receive your response. Once we hear back from you, the process will resume from where it left off.

Step 3 - Independent Review by eCOGRA

If your concern remains unresolved after completing Steps 1 and 2, you can escalate it to Step 3 for an independent review by eCOGRA, our approved Alternative Dispute Resolution (ADR) service. eCOGRA will assess your complaint, and we will fully cooperate with their investigation.

You can submit your complaint to eCOGRA via their online form: https://ecogra.org/forms/adr-dispute-step-1, or contact them at:

  • Email: info@ecogra.org 

  • Post:

    eCOGRA,
    2/F Berkeley Square House,
    Berkeley Square,
    London W1J 6BD