Betconnect aims to give all customers the best experience possible whilst using our services. However we do recognise that in some situations we may not fully meet your expectations and in that case, we would like to hear from you so that we can address and resolve your concerns quickly and fairly.
We pride ourselves on the professionalism and capabilities of our customer service team and they should always be able to provide a suitable and satisfactory outcome. On the rare occasions where it’s not possible for the customer services team to resolve the issue, you can request that your complaint is escalated to a senior team member who will independently review and seek resolution to your complaint.
Making a Complaint
Should you wish to raise a complaint, you can do so via Live Chat, Email, Web Message or Post.
What to Provide
In order for us to resolve your complaint or dispute as quickly as possible, it is important that you provide us with as much information as you can, including:
The full details of your complaint
What we will do
Once received, your complaint will be assigned to an individual member of our Customer Service team to assess and resolve. We will use best endeavours to respond within 48 hours.
If you are not satisfied with the response given, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as betconnect’s final response in regards to your complaint or dispute.
If you do not agree with our final response you can refer your complaint or dispute to the Independent Betting Adjudication Service (IBAS). betconnect will abide by the ruling delivered by IBAS on all occasions.