Help Centre

How do I make a complaint?

What is NetBet’s Internal Complaint Procedure?

If at any time you have cause for complaint, you can contact Customer Support 365 days a year using any one of two simple ways - via Live Chat or email - where our trained and experienced staff will be happy to help.

You can get in touch via the following methods:

  • Live Chat - click the 'Chat' button at the bottom of the screen
  • By submitting a request (form) here.
  • Although it is likely that your complaint will be resolved at the first stage in the procedure, we realise that it is not always possible, so there are some easy steps you can take:

    What happens at Step 1 of the Complaint Procedure?

    If you wish to take your complaint further after speaking to a Customer Support advisor, we would then offer to arrange a call-back or email response from a member of our Complaints Team.

    Once your complaint has been raised with them, we advise up to 48 hours for this to be reviewed but they would be in touch with you to address your concerns as soon as possible.

    We always seek to resolve any complaints internally and we hope that you will not then need to progress beyond this first step. However, if your issue remains unresolved, we want you to let us know so that your complaint can proceed quickly to the next stage.

    What happens at Step 2 of the Complaint Procedure?

    If you feel that your complaint has not been resolved to your satisfaction, it can be progressed to the next stage by writing to eCOGRA and AskGamblers. You will need to let us know why you remain dissatisfied, and the licensed operator will ensure that your complaint is reviewed objectively, fairly and reasonably. Please note that if you have not gone through step 1, they will first ask that you contact Customer Support so that they can seek to resolve any issues first.

    Email: [email protected]

    or

    You can write to:

    Complaints office,

    Ewropa Business Centre,

    Level 3 - Suite 704,

    Dun Karm Street, Birkirkara

    BKR 9034, Malta

    We always aim to provide a full response within 10 days of the complaint being received, but if there is reason for further delay, we will keep you informed and let you know how the investigation is progressing. It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Accounts Complaints Procedure. Please note that your query will only be reviewed if you have already completed the first stage of the account complaints procedure. In the event that you have not done so already, your query will be passed to our Customer Support team for consideration.

    What happens at Step 3 of the Complaint Procedure?

    We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. The Managing Director's Office will have personally reviewed the details of your complaint in all cases, and we will send you a letter confirming our final response. This means you have reached the end of our account complaints procedure, and if you are still not satisfied you have the right to refer your complaint further.

    Who is NetBet’s Approved Dispute Resolution (ADR) Service?

    We have appointed eCOGRA as our ADR service with the approval of the Gambling Commission of Great Britain who will consider any complaint made against our service. We will fully co-operate and support any investigations they may undertake. Please note that in order to escalate your complaint to eCOGRA you must have first completed the first two stages of our account complaints procedure. If you have not gone through our first two steps first, they would require you to contact us directly and begin from step 1.

    You can register your complaint with eCOGRA by following their process as outlined at https://ecogra.org/forms/adr-dispute-step-1, or by contacting eCOGRA at:

    6 Villa Gauci
    Mdina Road
    Balzan
    BZN9031
    Malta
    By email: [email protected]

    Additionally, to aid in your preparation and recording of a complaint, the UK Gambling Commission recommends the use of a complaint handling tool such as the free Resolver system (https://www.resolver.co.uk)

    • Nov30, 2022