If you wish to make a complaint regarding the service you have received, as a first step you should customer support either by Intercom (live chat) or email (support@betconnect.com) as soon as reasonably practicable.

Once your complaint has been raised, we will aim to respond to you as soon as possible, but normally within 48 hours. If the investigation is likely to take longer then five days, we will contact you in writing to let you know the proposed timescale and next steps.

If you are unhappy with the response to the complaint, you can ask for the complaint to be escalated to a manager or supervisor. They will send acknowledgement within 48 hours and every effort will be made to complete the investigation within 7 days of receipt.

We will then contact you with our findings, recommendations and proposed actions.

If you speak to a BetConnect team member over the phone the call may be monitored or recorded for training and quality management purposes, and to assist us in quick and effective resolution of queries.

If you have exhausted our internal procedure but still have a complaint relating to a betting or account transaction, then you can follow the relevant proceedings.

All customers are able to contact IBAS (Independent Betting Adjudication Service) who are our third-party adjudicators in all disputed matters.

All contact with IBAS regarding a dispute is carried out in writing and accordingly an adjudication form must be requested in the first instance.

A copy of our complaint procedure can be provided upon request.