The questions below cover what to have ready before filing, and how a dispute about a bet, a bonus, a payment, or an account restriction actually moves. There is no fee for any of it.
What should be ready before opening a case?
A file with a gap in it is not thrown out, but the response clock waits until the gap is filled — so sending everything at once is the fastest route.
- The phone number on the account.
- Only the account holder can open a case.
- Date and time of the disputed transaction.
- Down to the minute where possible.
- A reference number.
- A bet slip ID, a round ID, or a payment transaction number.
- The gap between expected and actual outcome.
- A short line describing it is enough.
- A screenshot, if one exists.
- One showing a visible date and time speeds review.
What four stages does a case pass through?
| Stage | Handled by | Timeframe |
|---|---|---|
| Live chat. | The in-site support channel. | Same session. |
| Formal case. | A numbered file opened via support. | First reply inside 3 working days. |
| Review. | The team assessing the case. | Outcome within 14 days at the latest. |
| Escalation. | A second review, if the first outcome falls short. | Within 7 days. |
No stage gets skipped — the next one up will not open a file without the record from the one before it.
How does the review differ by topic?
- Bet settlement: checked against the organiser's official result, corrected if that result is later corrected.
- Casino rounds: checked against the supplying studio's round log, which can take a few days to obtain.
- Bonuses: governed by the terms printed on the specific offer card, which override general wording.
- Payments: checked against the provider's own transaction record; a hold on their side gets flagged back.
- Account restrictions: explained to the extent legal limits allow.
Why does a bank chargeback slow things down?
Filing a chargeback through a bank or payment provider does not speed up a payment issue — it freezes the account under review the moment it is filed, and the case sits until that review closes. Opening a case here first is the quicker path; a bank dispute stays available afterward if needed.
What happens if the outcome is not accepted?
A written outcome with reasoning follows every review. Disagreement can be raised as a second review, referencing the original file number. That second pass is handled by a senior team and is the final internal stage — keeping a copy of the written outcome is worth doing for later reference.
What limits apply to the process?
- A case opened long after the event may hit a provider record that no longer exists.
- A second file on the same matter gets merged into the first rather than reviewed on its own.
- Hostile language toward support does not change a case's merits but can close the channel.
- Case correspondence is retained under the Data Protection Notice.
Full betting, bonus, and account rules sit on the Rules of Use page. When the underlying issue is a player's own habits, the limit and break tools on the Play Safe Guide page tend to resolve it faster.