HOW TO TELL US THERE’S AN ISSUE:

We are committed to delivering an exciting and entertaining experience, but we also know that sometimes we don’t always get it right. So, if there is something you’re not happy about, please let us know, and we’ll try our best to put it right.

Firstly, and in all instances, you should speak to our Shop Managers in Venue they can rectify most issues quickly, it’s our priority to get it right and resolve your issue first time. If this has proven unsuccessful then in order to resolve any issues as quickly as possible, it is important that we have as much information as possible, including:

• Your full name.
• Your contact details
  Details of the issue – tell us when it happened, what time and include any screenshots or other information you have handy.
• You can get in touch with us by telephone or live chat, and these details can be found at the bottom of this web page.
• Please let us know if we can make this journey more accessible for you, such as any reasonable adjustments or assistance throughout the process. This lets us help you better when resolving any issues.

We love hearing from you on our social media sites, however, they don’t fall within this journey. So, we’re unable to respond to any complaints raised through these channels.

ESCALATING ISSUES:

If you are unhappy with our initial response in shop, you can escalate any issues to our head office complaints through our website or QR code for complaints in shops.

Once you’ve let us know, we’ll acknowledge this within 24 hours. Our team will then thoroughly investigate your concerns and discuss how they can help. We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to show you that we have understood your complaint and explain any steps we can take to address the issue. When resolving your complaint, here’s our promise to you:

Accessibility: We’ll make sure that our complaints procedure is easily accessible to all customers.

Transparency: Throughout the process of resolving your complaint, we’ll maintain transparency, providing clear updates and explanations to you.

Confidentiality: We treat all complaints with strict confidentiality, sharing information only with those directly involved in resolving your complaint.

Timeliness: We’ll always acknowledge your complaint promptly and provide timely updates on the progress of the investigation and resolution.

Our aim is to always reply to you within 10 working days, although we may need to take the full 8 weeks that the Gambling Act allows depending on the complexity to ensure a full investigation.

Fairness and Impartiality: We’ll always handle your complaints in an unbiased manner.

Straightforward Communication: We will always communicate with you respectfully and in plain straightforward language.

If at any time we need more information, we’ll reach out to you with our questions. If we don’t hear back from you within a reasonable timeframe, we may “stop the clock” on our timeframe until you respond with this information. When you get back to us, we’ll restart the clock.

IF YOU’RE UNHAPPY WITH OUR RESPONSE:

We will always be really clear when you’ve reached the end of this journey with us. Our Head Office Team will confirm when they consider your issue resolved and send you a final response via email.
If you have received a final response email, but we haven’t been able to resolve the issue to your satisfaction, you can ask for your complaint to be looked at by the Independent Betting Adjudication Service – IBAS. This is a free service.
In order to refer your complaint to IBAS or for more information, including the types of complaints they can and can’t look at, visit www.ibas-uk.com



CONTACT DETAILS:

We’ve also got a huge selection of Safer Gambling tools available to help you make sure your time on site remains fun and affordable. Click below to visit our Safer Gambling Hub for more information.