If something has gone wrong, tell us. Every complaint is logged with a reference, answered in the same place you raised it, and tracked until it is resolved.
- 2working days
- to acknowledge your complaint
- 14days
- for our final response
- 1thread
- from first message to resolved
How to complain
Tell us
Sign in and open Support. Say what happened and add any order, transaction or prize reference.
We acknowledge it
Within 2 business days, with its status: open, in review or resolved.
Our final response
Within 14 days, in your Support thread, and by email when your email is verified.
No account access? Email [email protected] from the address on your account if you have one.
What happens next
We acknowledge your complaint within 2 business days and send a final response within 14 days. We record it and its status: open, in review, or resolved. Our reply appears in your Support thread, and we email you when you have a verified email on your account. You can add messages and photos, screenshots or PDFs to the thread at any time.
If you are not happy with the answer
Reply in the same thread; the complaint stays open until it is resolved.
- Citizens Advice consumer helpline0808 223 1133Free, impartial advice on your consumer rights.
- Information Commissioner’s OfficeFor a data protection complaint. ico.org.uk/make-a-complaint ↗
- National Gambling Helpline0808 8020 133Free and confidential, any time. Run by GamCare. gamcare.org.uk ↗
Data protection complaints
You can also complain to the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint. Details are in our privacy policy.
Concerned about your play?
A monthly spending limit and six-month self-exclusion are in Play Responsibly. The National Gambling Helpline is free and confidential on 0808 8020 133, any time.
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