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Complaints Procedure

Complaints

We will always do our very best to offer not only a fantastic site for online entertainment, but also a high level of service and aim to resolve any issue in the best way possible as well as in a timely manner.

If you as a customer on our site have a complaint related to any aspect of our services, we welcome you to contact our customer service directly via live-chat, email or phone.

In order for us to assist you with your complaint, we kindly recommend you provide us with as much details as you can for us to investigate and find a solution quicker, including the below details:

  • Account username / personal identification number
  • Full name as registered on the account
  • Email the complaint from the registered email address
  • Email subject to contain “COMPLAINT”
  • A detailed summary/explanation of the complaint
  • Specific dates and times associated with the complaint
  • desired resolution to your complaint.

The complaint will then be passed through our complaints procedure, which is detailed in our terms and conditions which you approved on registration. We will strive to send you a first confirmation within 24 hours and find a solution within 10 days. Should we need more time to investigate your complaint, we will extend this period with another 10 days and inform you accordingly.

If you disagree with the solution we have presented to your complaint, you may take your complaint further to an alternate dispute resolution (ADR) entity; a third party that will adjudicate your case and provide a final decision that will be binding for disputes.

In Sweden you can report a complaint for an amount over 1000 kr to the official dispute resolution entity: ARN (allmänna reklamationsnämnden): https://www.arn.se.

You can also turn to the European Commission Online Dispute resolution platform, which assists consumers and traders in resolving out-of-court disputes: https://ec.europa.eu

Complaints about our marketing material can be sent to Konsumentverket, the supervisory body in Sweden for marketing. Our supervisory authority in relation to the Swedish regulatory framework for gambling is the Swedish Gambling Authority (Spelinspektionen), as they issued our Swedish license.

We can assure you that we will always strive towards a positive experience and solution to any query you might have as a player!