Advice for winning a complaint

There are many reasons you may wish to complain to a bookmaker, e.g. restriction of account, incorrect interpretation of free bet promotions (always copy and save these), incorrect odds on payout, failure to payout, etc.  Whatever your complaint is about, initially the bookmaker should be provided with a chance to sort things out.

It’s best to put your complaint in writing, either using Live Chat, by email or in a letter.  Always remember to keep a record, so download or copy and paste your Live Chat text or take a screen shot (Alt, Ctrl, PrtScn on your keyboard) and save this in WORD or other software programme you may have.  Don’t forget that all your betting history is available online on the said bookmaker’s website, if you are an online punter

If the bookmaker has an official complaints procedure, follow its instructions when submitting your complaint.

Before contacting the bookmaker make sure you are organised and have a plan; what do you want the outcome to be?  What facts have you collected to support your complaint?

People are more likely to respond positively if you are not abusive, so do use acceptable language.  Customer service staff have their responses dictated by senior managers; it’s not their fault.  It is important to keep calm, whilst being firm and letting staff know that you are aware of your consumer rights and where you can turn next, e.g. relevant regulator, alternative dispute resolution or the small claims court.

As we keep saying, if staff quote terms and conditions to you as the reason why you have nowhere to turn, make sure you mention that you feel the relevant term or condition is unclear or inaccessible.  This latter point about  being inaccessible is very important.  All terms and conditions relating to betting must be easily accessible from the home page of a website, so quoting terms and conditions from page 6 or after 30 minutes of reading is unacceptable and companies know they would eventually lose in these cases.

So, you are calm, have plan and you’ve looked at our webpages entitled:

Complaining: Where you can turn

Progressing a dispute yourself

It is, therefore time to have a look at:

Helpful letters/email layouts

Small claims court forms: Completed examples



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