Complaints Policy

Complaints Policy for

1. Introduction:

At, we aim to provide a seamless and fair gambling experience to all our users. However, we understand that occasionally you may have concerns or disputes. Our Complaints Policy outlines the process for raising these concerns and the steps we take to address them promptly.

2. First Step – Contact Customer Support:

In many cases, issues can be resolved immediately by contacting our dedicated customer support team:

  • Live Chat: Available 24/7 for instant help.
  • Phone Line: Reach out to us via our dedicated helpline.
  • Email: Direct your concerns to our official email address.

It is advisable to use communication methods that keep a record, such as email or live chat (only if it allows you to export the conversation), for future references[1].

3. Filing a Formal Complaint:

If your problem isn’t resolved after your initial contact with our support team, you can escalate it by filing a formal complaint. This should only be done once the initial inquiry is deemed unsuccessful.

Grounds for Filing a Complaint:

  • Withdrawal Problems: Difficulties or delays in withdrawing funds.
  • Promotion Issues: Non-awarding of promised bonuses, discrepancies in promotional terms, or issues converting promotional funds.
  • Technical Glitches: Monetary losses due to software errors or platform glitches.
  • Account Faults: Issues with registering, accessing, or closing your account, which seem unjust or against our terms and conditions.

4. How to Lodge a Formal Complaint:

  1. Establish the Motive: Clearly identify and document the reasons for your complaint.
  2. Secondary Checks: Before escalating, check if the problem persists and document evidence.
  3. Contrast with Terms and Conditions: Compare your situation with our published terms and conditions to identify discrepancies.
  4. Draft Your Complaint: Detail the issue from the beginning, backed with evidence.
  5. Include Evidence Such As:
    • Screenshots of faults on the platform.
    • Timestamps of malfunctions.
    • Logs of past conversations with the customer support team.
    • References to our terms and conditions[1].

5. Complaint Resolution:

Once you’ve lodged your complaint:

  • Our team will acknowledge receipt of your complaint within 48 hours.
  • A unique Case ID will be provided for tracking purposes.
  • We aim to resolve all complaints within 14 days. However, some complex issues may require more time. We’ll keep you updated on the progress.

6. External Resolution:

If you are not satisfied with the resolution provided, you have the right to escalate your complaint to external regulatory authorities as per Irish gambling laws.

7. Feedback:

We appreciate feedback to continually improve our platform and services. If you have suggestions beyond complaints, kindly share them with our team.

Thank you for choosing We are committed to providing a fair, transparent, and enjoyable gambling experience.