This route is free, and it is the fastest way to get something fixed.
1How to complain
Write to support from inside your account, or by email if you cannot sign in. Say what happened, when, and what outcome you are looking for.
Include anything that shows the problem — a screenshot, a transaction reference, the time a session ran. Specifics shorten this process more than anything else.
2What we do
- We acknowledge your complaint and give it a reference.
- We investigate — which normally means reading the records of your account and, where relevant, the engine’s own logs.
- We reply with a decision and the reasoning behind it.
We aim to acknowledge within one business day and to answer within five. Where an investigation needs longer we will say so and tell you when to expect an answer.
3If you disagree with the answer
Tell us, and say why. A complaint that has been answered can be reopened with new information, and it will be reviewed by someone who did not handle it the first time.
4What this does not cover
A losing session is not a defect. The engine can lose, that outcome is disclosed throughout this site, and a complaint on that basis will be answered but not upheld.
A figure on screen contradicting another figure on screen, a payout that did not arrive, or a session that behaved differently from this documentation — those we do want to hear about.