COMPLAINTS AND DISPUTES PROCESS
A ‘complaint’ is considered any expression of dissatisfaction, either written or verbal, regarding any way in which we (the licence holder) conduct our licenced activities.
A ‘dispute’ is considered any complaint, regarding a gambling transaction (including the way in which transactions are managed), which was not able to be resolved at the first stage our complaints procedure.
MAKING A COMPLAINT
We will accept spoken or written complaints, those made in person, over the telephone, via email, or via third party intermediaries or support tools such as the Resolver web tool. We discourage customers from making complaints via social media and any complaints made in such a way will be re-directed.
If you wish to make a written complaint, we encourage you to complete one of our Complaints & Disputes forms, which can be obtained from reception.
If you wish to submit a complaint via email, please send it to firstname.lastname@example.org
Once we receive a complaint in writing, we will respond with an acknowledgement within 24 hours.
Stage one complaints – All complaints should be raised with the gaming staff present, or duty manager, at the time of occurrence. If the matter is resolved to your satisfaction at this point, there is no need for it to enter the formal complaints process.
If the complaint does not have an immediate and simple resolution, or if you are not satisfied with the initial response, you have the option to raise a gaming dispute.
Stage two complaints & disputes – A Gaming Dispute form will be completed, followed by a thorough, internal investigation by the General Manager into the circumstances of the complaint. If we require further information or clarification, we will contact you in order to obtain this.
Once the investigation has been carried out, the General Manager will inform you of their findings, our decision and any actions that we may take as a result.
If you are not satisfied with the General Manager’s response, you have the option to escalate the matter to the third stage of our complaints & disputes process.
Stage three complaints & disputes - The dispute will be passed to the Head of Compliance, who will send an acknowledgement of the escalation to you within 24 hours. They will then conduct a further investigation. Following this investigation, they will send you our final decision, as well as details of our ADR (alternative dispute resolution) service, who you may refer the dispute to if you are not satisfied with the outcome. We can no longer deal with the complaint internally after this point.
Issuing a final decision at Stage two – If the General Manager deems it appropriate, they may in some circumstances, issue a final decision at stage two. This means you will not be able to escalate the complaint to stage three. However, you will still have the option to refer the dispute to our chosen ADR service provider, if you are not satisfied with the outcome.
You can make a complaint at any point up to six months after the date on which the incident occurred, however our ability to investigate is greatly assisted if the complaint is lodged within 30 days of the incident. Complaints made after six months will not be considered.
We will ensure that the entire complaints process, including any internal escalation, takes no longer than eight weeks from the date on which we receive your complaint. However, the Social Responsibility code makes provision for licence holders to go over the eight-week limit, if you (the customer) fail to engage with the complaint procedure in a timely manner. For example, if you do not respond to requests for information within a reasonable timeframe, we may decide to ‘stop the clock’, until such time as we receive a response.
If the complaint is not resolved after the eight-week period, the complaints process will still come to an end. At this point, we will write to you to inform you that we have reached the end of our internal complaints & disputes process and issue you with our final decision. We will include details of how to refer the dispute to an independent alternative dispute resolution service (ADR), if you are not satisfied with our final decision.
The formal complaints process can end at any point before the eight weeks are up, if either: the matter is settled, a final decision is reached, or we (the casino and the customer) reach a deadlock.
In this scenario, you still have the option to refer the dispute to an ADR.
ALTERNATIVE DISPUTES RESOLUTION (ADR)
If you are not satisfied with the outcome, you may wish to refer the dispute to our chosen ADR: The Independent Betting Adjudication Service (IBAS). You may refer the matter by post or email at the address below, at any time up to 12 months from the end of our internal complaints & disputes process. The application will be acknowledged by IBAS within three working days of receipt.
Independent Betting Adjudication Service
PO Box 62639
Please note that IBAS is only able to consider disputes which relate to the outcome of a gambling transaction, and only after being entirely satisfied that all possibilities of an internal resolution have been explored.