How do I make a formal complaint?

In case you are not satisfied with any of our services, we strive to resolve your concerns promptly and effectively. If you wish to file a formal complaint, you can reach out to our Customer Support Team via Live Chat or E-mail.

To ensure a quick and thorough investigation, please provide the following details in your complaint:

• Full name
• Date of birth
• Home address
• Registered email address
• Mobile number

Please include all relevant information in your complaint, and our team may request additional information via email. We will carefully investigate your complaint and provide you with a response in a timely manner.

If you are not satisfied with the outcome when you have reached the end of the complaints process, you can choose to take your complaint to an alternative dispute resolution (ADR) provider. We have appointed the “Maltese Alternative Dispute Resolution entity (MADRE) as our independent third-party arbitration body. Any conclusions of the ADR provider on such cases shall be binding upon both the Company and the complainant. Please contact MADRE and learn about their dispute resolution procedure madre-online.eu. This dispute resolution process is offered free of charge and concerns unresolved complaints that relate to the gambling transactions. Note that MADRE may at any time dismiss a claim from a customer if they feel that the complaint is frivolous or vexatious.