12.1 Any Player wishing to make a complaint or who has a dispute should email [email protected] (or call our Customer Service team using one of the telephone numbers provided on the Site) stating the details of your complaint. You can also raise a complaint with us via the online Resolver tool or any other channel through which we communicate generally with Players, such as ‘live chat’ or Twitter. We will acknowledge your complaint/dispute promptly by the same medium of communication through which you brought the matter to our attention.
12.2 If having dealt with our Customer Service team you are not satisfied, you can ask for the matter to be escalated to our Management team. They will re-examine your query and seek to resolve it as soon as is reasonably possible. We will endeavour to resolve the matter within 14 days from the point at which we have been supplied by you with all relevant information and in all cases we will communicate to you a decision on the matter within 8 weeks from the bringing by you of the complaint.
12.3 Should you still be dissatisfied with the outcome, and should the matter relate to a betting dispute, you are entitled to contact the Independent Betting Adjudication Service (IBAS). Full details of what IBAS can offer in these circumstances can be found at the IBAS website: www.ibas-uk.com. Please note that whilst IBAS will not apply any charges to you for raising a dispute with them, IBAS will require that you have first sought to resolve your dispute directly with us, before contacting them. Alternatively EU Residents may seek resolution of a dispute via the European Commission’s platform for the resolution of online disputes, the website for which is: https://webgate.ec.europa.eu/odr. Please note however that by doing so you may be directed to IBAS which may prolong the process.