At BetConnect, we treat all complaints and disputes seriously and we are fully committed to ensuring that any received are dealt with in a fair, open and timely manner.
If you wish to make a complaint regarding the service you have received from us, as a first step you should contact our customer support team either via the site (via live chat) or email (support@BetConnect.com).
Once your complaint has been raised, we will aim to respond to you as soon as possible, but normally within 48 hours. If the investigation is likely to take longer than five days, we will contact you in writing to let you know the proposed timescale and next steps.
If you are unhappy with the response to the complaint, you can ask for the complaint to be escalated to a manager or supervisor.
They will send acknowledgement within 48 hours and every effort will be made to complete the investigation within 7 days of receipt. We will then contact you with our findings, recommendations and proposed actions.
A copy of our complaint procedure can be provided upon request.
Please note, if you speak to a BetConnect team member over the phone, the call may be monitored or recorded for training and quality management purposes, and to assist us in quick and effective resolution of queries.
Independent Betting Adjudication Service
Even though we will do our best to resolve any complaint you may have, we are aware that unfortunately, you may remain unsatisfied.
If you have exhausted our internal complaints procedure but still remain unsatisfied with our response or the outcome, you are able to contact IBAS (Independent Betting Adjudication Service). They are our third-party adjudicators in all disputed matters. Please note, you can only contact IBAS if you have already completed our internal complaints procedure.
All contact with IBAS regarding a dispute is carried out in writing and accordingly an adjudication form must be requested in the first instance.