We aim to give all our customers an exciting and enjoyable experience. However, we understand that sometimes things can go wrong. If you’re unhappy with anything, please let us know so we can put it right as quickly as possible.
If there’s an issue, please speak to the Shop Manager at the venue first. Most problems can be resolved straight away, and our priority is to fix things for you at the earliest opportunity. If it is a more complex issue, we may take up to 14 days to respond.
If your issue isn’t resolved in store, you can raise a complaint with our Head Office team via our website or by using the QR code available in our shops.
To help us investigate quickly, please provide:
You can also contact us by telephone 0121-585-2758 further details are at the bottom of this webpage.
If your issue isn’t resolved in store, you can raise a complaint with our Head Office team via our website or by using the QR code available in our shops.
To help us investigate quickly, please provide:
You can also contact us by telephone 0121-585-2758 further details are at the bottom of this webpage.
Accessibility Support
If you need any reasonable adjustments or extra support during the complaints process, please let us know. We’re happy to help make this process easier for you.
Once our Head Office team has completed their investigation, we’ll send you a final response by email and confirm that you’ve reached the end of our complaints process. This will set out the response outcome to your complaint in writing and in full within the timelines set out above.
In certain cases, we may need to meet up with you at a convenient time and location to understand some of the details of your complaint better or take a statement from you.
When handling your complaint, we commit to:
IMPORTANT – Please note; Where a complaint is found, following reasonable investigation, to be deliberately fabricated or vexatious and unsupported by any credible evidence, the Company reserves the right to take appropriate action, including seeking recovery of their reasonable costs incurred because of the time and resources spent investigating the matter.
If you’re still not satisfied, you can refer your complaint to the Independent Betting Adjudication Service (IBAS) if you are complaining about a bingo premises or Pegasus if it is about an Adult Gaming centre.
For more information or to submit a complaint, visit:
We also offer a wide range of Safer Gambling tools to help you keep your play fun and affordable. Please visit our Safer Gambling Hub for more information.
If you’ve experenced an issue with a bingo or slot game transaction, please let us know.
Let’s us know what you think of our service and allow us to continually imporve our standards.