There are a few things you're entitled to push back on: how a bet was settled, a bonus that got pulled, a payment that's still outstanding, or a restriction sitting on your account. This page covers where that pushback goes, the information you'll want ready, and roughly when to expect a reply. It won't cost you anything to use it.
A three-stage sequence
Each dispute travels through three stages, one at a time. There's no jumping the queue — a later stage won't take on a file until it can see the earlier stage was already handled.
| Step | Where you apply | Response time |
|---|---|---|
| 1. Live support | The support channel inside the site | In the same session |
| 2. Formal complaint | A numbered file opened through support | First reply within 3 working days |
| 3. Review | The team that assesses the complaint | An outcome within 14 days at the latest |
| 4. Escalation | A request for a second review if the outcome does not suit you | Within 7 days |
| 5. Independent body | The dispute unit of the license provider | The body's own timeframe |
Before you start, have ready
- The phone number your account uses — disputes can only be raised by the account holder themselves.
- The date, and the precise time if you can manage it, of the transaction under dispute.
- One reference number: either the bet slip, the game round ID, or the payment transaction.
- A short comparison of what you thought would happen against what actually did.
- A screenshot, assuming you have one — having a visible timestamp on it helps move things along.
Leaving something out won't cause a file to be rejected outright, but its response clock stays paused until that gap is filled. Sending it all together the first time is the surest way to a quick answer.
How each dispute type gets assessed
- For a bet, the organiser's officially published result is the benchmark — a correction to that result down the line means the settlement gets corrected too.
- For a casino round, the benchmark is the round record from the game's supplying studio, and obtaining it can take a few days.
- For a bonus, whatever's printed on that specific offer decides things, taking precedence over the general terms.
- For a payment, the provider's transaction record is the benchmark; anything still pending on their side gets reported back to you with its status.
- For an account restriction, the reasoning is shared with you as far as the law allows.
Skip the chargeback, file here instead
Turning to your bank or payment provider for a chargeback might seem quicker when a payment goes wrong, but it works against you: the account is put under review the moment that chargeback is opened, and the file sits untouched until we close that review ourselves. Come to us with a dispute first — if that doesn't settle it, every later option is still there waiting.
If the result doesn't work for you
You'll get the review result from us in writing, reasoning attached. If you push back on it, a second review is available, and the window for asking runs from when you got that first result — include the original case number in your request. If the second review still isn't enough, the license provider's dispute unit is your next step; hang on to the written result we gave you for that.
Boundaries you should know about
- Disputes need to be raised within a reasonable stretch after the event itself; a round from many months back may no longer have a record on the provider's side.
- Raising the same matter a second time just gets folded into the original file rather than reviewed fresh.
- Aggressive language toward support won't sway a file's outcome, but it can lead to the correspondence channel getting shut down.
- Correspondence inside a dispute file is kept in line with our Privacy Policy.
Every rule around bets, bonuses and accounts is laid out on the Terms and Conditions page. If what's driving your dispute is your own play, switching on the limit and break tools on the Responsible Gaming page beforehand usually gets you a faster fix.