How a customer can make an initial complaint?We strive to make your experience with us the best possible one, however if you are unhappy with any aspect of our service, please give us an opportunity to resolve any issues you may have by:
- Calling our Customer Service team on UK freephone 0808 238 0022 or international +44 203 747 6778. For German customers please call our German Customer Service team on 0800 724 41 60
- Dropping us an email to email@example.com
- Via live chat by clicking our live chat icon at the top right of our homepage or alternatively by clicking here
If your are not happy with the result of your complaintIf you have already raised your issue with our Customer Service team, but after their full investigation you remain dissatisfied, then your complaint can be raised with the one of our governing bodies approved third party alternative dispute resolution (ADR) adjudicators.
Who are our governing bodies and Alternative Dispute Resolution (ADR) adjudicators
RaceBets International Gaming Ltd is a business which is regulated and licensed in Malta by the Malta Gaming Authority (MGA). RaceBets also holds a licence issued by the UK Gambling Commission (UKGC), which serves our customers who reside in Great Britain.
Should you remain dissatisfied with our handling of your case, you are able to escalate your concerns to the MGA (http://www.mga.org.mt/support/online-gaming-support/) or the German Bookmaker Association (firstname.lastname@example.org) for their consideration.
Customers residing in Great Britain also can escalate their complaint to eCOGRA. This is a completely independent adjudication service that has been approved by the UKGC and will consider any case regarding specific betting or gaming transactions. Full information regarding their ADR service can be found at http://www.ecogra.org/ata/policies_procedures.php. You can submit your complaint using their electronic form found on the aforementioned link.
We have agreed with all the aforementioned arbitrating bodies to fully support any investigations they may choose to undertake regarding any betting activity and adhere to any rulings which they may subsequently make.
ODR platformYou may also raise a complaint through the online dispute resolution (ODR) platform. Here is a link to the ODR platform.
Please note that complaints raised though our previously mentioned regulatory approved ADR services, which are compulsory by law, will result in faster complaint resolution times.