While we never want to have a situation where a player needs to complain, we do have a complaints process which we will follow to resolve your complaint for you.
Please contact the Customer Support live chat team in the first instance.
If you are unhappy with this response, the advisor will transfer the complaint to a Senior Advisor or a Manager who will acknowledge the receipt of the complaint within 48 hours.
Your complaint will be fully investigated and a final resolution provided within 7 working days.
If you are unhappy with our final resolution you can contact the Alternative Dispute Resolution (ADR) service provider.
We have appointed IBAS as our Alternative Dispute Resolution (ADR) service provider. Users have free right of access to the ADR service. You may contact IBAS at PO Box 62639, London EC3P 3AS, UK, e-mail: email@example.com, phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/.
You may also use the Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) to refer your dispute to IBAS. If you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute.
Address to write to us:
Customer Complaints Department
PO Box 482
Newcastle upon Tyne