When a player notices an unsatisfying bet settlement, a cancelled bonus, a pending payment or an account restriction, here is how the process runs from start to finish, day by day.
Day 1 — first contact through live support
The player writes to the in-site support channel and explains the matter in the same session. A simple misunderstanding is often resolved right here. If not, support suggests opening a formal complaint file.
Day 1 — preparing the formal file
Before a file number is issued, the following should be ready, since the clock does not start on an incomplete file:
- The phone number registered to the account — only the account holder can open the file.
- The date, time, ideally the minute, of the disputed transaction.
- The bet slip number, the game round ID or the payment transaction number.
- A short description of the expected outcome versus what happened.
- A screenshot showing the date and time, if available.
Days 1-3 — first reply
A first reply arrives within 3 working days at the latest. The record relied on at this stage depends on the type of matter:
| Type of matter. | Record relied on. |
|---|---|
| Bet settlement. | The official result of the event. |
| Casino round. | The studio's round record, which can take a few days to obtain. |
| Bonus. | The terms on the offer card, which come before general wording. |
| Payment. | The provider's transaction record. |
| Account restriction. | Reasoning explained as far as legal limits allow. |
Days 3-14 — review
The relevant team compares the file against that record and reaches an outcome within 14 days at the latest. Starting a chargeback through a bank during this window does not speed things up, it freezes them: the account goes under a separate review the moment the chargeback opens, and the file waits until that review closes. Opening a complaint here first is the faster route.
Day 14 — written outcome
The outcome is sent in writing with its reasoning. Keeping this document is useful if the matter needs reopening later.
Days 14-21 — escalation
If the outcome does not suit the player, a second review can be requested within 7 days, referencing the number of the first file. A third file opened on the same matter is not reviewed separately, it is attached to the first.
The limits of the process
- A complaint must be opened within a reasonable time of the event; a round from months ago may lack a retrievable record.
- Aggressive language towards support does not change the merits of a file, but can lead to the correspondence channel being closed.
- Correspondence in a complaint file is kept under the Privacy Policy.
All the rules on bets, bonuses and accounts are on the Terms and Conditions page. When the matter concerns one's own playing habits, the limit and break tools on the Responsible Gaming page give a faster result.