Complaints Process

COMPLAINTS AND DISPUTES

  1. If you wish to make a complaint, you must do so by contacting our Customer Support team.
  2. If your complaint cannot be resolved satisfactorily by Customer Support, then it shall be referred to adjudication as follows:
    1. Betting Service, Crockfords Live and Gaming Service:- by the Independent Betting Arbitration Service (IBAS), and such adjudication will be final and binding on you and us. For more information on the IBAS policies and codes of practice, visit http://www.ibas-uk.com/. As a member of IBAS we reserve the right to withhold payment in respect of any event that comes under its investigation for corrupt activity. The IBAS act as impartial adjudicators on disputes that arise between betting and gaming operators and their customers, if a deadlock still exists after they have been through the operator's own internal dispute procedures.
  3. We may record or monitor telephone and electronic transactions with you in the interests of both parties, and you consent to us doing so.
  4. Any complaints must be registered with our Customer Support within 12 (twelve) weeks of the occurrence of the event to which the complaint relates. We will not be able to deal with any complaint in respect of an event which pre-dates this time period.
  5. When a dispute occurs which cannot be resolved by us, any relevant recordings may be made available to the IBAS or the UK Gambling Commission as the case may be.