Complaints procedure
Draft for review by counsel. This is a template for the operator to publish under its own name. It is not legal advice. Text in [square brackets] must be filled in before publication. Check the time limits and the dispute resolution body against each licence, as they differ by market.
Effective [date]. Version 0.1.
This is how [Operator legal name] handles complaints about our games, accounts, payments, bonuses or service. We are licensed by [regulator] under licence [licence].
1. How to complain
You can complain by:
- email to [complaints email]
- the contact form at [contact page]
The live chat assistant is an AI and cannot register a complaint, so please use one of the routes above.
Please tell us your username or account email, what happened, when, and what you would like us to do. Do not send passwords or full card numbers.
2. What happens next
- We acknowledge your complaint within [2] business days and give you a reference.
- A member of our team who was not involved in the matter looks into it.
- We send you our final answer within [8] weeks of receiving the complaint. [UK: 8 weeks. Check each market's limit.] If we need more time, we tell you why and when to expect an answer.
- Our final answer explains what we found, what we will do, and how to take the matter further if you are not satisfied.
Complaints about safer gambling, self-exclusion or a possible underage account are treated as urgent and handled by our safer gambling team.
3. If you are not satisfied
If you are not satisfied with our final answer, or we have not answered within [8] weeks, you can refer your complaint, free of charge, to our independent alternative dispute resolution provider:
[ADR provider name], [website], [contact details].
You can also contact [regulator], although it does not resolve individual disputes in every market. [Adjust per regulator.]
4. Records
We keep a record of every complaint and our answer for [5] years, and report complaint statistics to [regulator] as our licence requires.
5. Help with gambling
If gambling is causing you problems, free and confidential help is available: [helpline names and numbers for each market].