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Complaints Procedure
How to make a complaint to 10bet and how we will handle it
Blue Star Planet Limited (we, us or 10bet) is committed to handling complaints fairly, openly, transparently and without unnecessary delay. This procedure explains how you can complain, what information will help us investigate, the timescales that apply, and how you may refer an eligible unresolved dispute to an independent Alternative Dispute Resolution provider.
1. What is a complaint
A complaint is an expression of dissatisfaction about any aspect of our gambling service, whether or not you use the word complaint and whether or not we believe the matter is justified. For example, you may complain about a betting or gaming transaction, the management of your account, access to funds, a promotion, or the service you have received.
A routine question or request for information will not normally be treated as a complaint unless you express dissatisfaction or ask us to deal with it as a complaint. If you do so, we will handle it under this procedure.
2. How to make a complaint
You may raise a complaint through Customer Service, including by telephone or live chat, or through a third-party intermediary. To help ensure that your complaint reaches the team responsible for formal complaints, we recommend submitting it in writing by email or post:
- E-mail: resolutioncentre@10bet.co.uk
-
Blue Star Planet Limited
Dragonara Business Centre, 5th Floor
Dragonara Road
St. Julians STJ 3141
Malta
Please include, where available:
- The email address registered to your 10bet account;
- your full name as registered on the account;
- a clear description of what happened and the outcome you are seeking;
- relevant dates, times, transaction references, bet IDs or game details; and
- copies of any relevant correspondence or supporting information.
You do not have to use a particular form. If information needed to investigate is missing, we will explain what we need and why.
3. Identity and account security
We may take reasonable steps to confirm your identity and authority to act before discussing account information or disclosing personal data. We will normally ask you to contact us from the email address registered to your account. Where that is not possible, or where there is a security concern, we may request other proportionate verification information.
You may ask another person or organisation to complain for you. We may require evidence that they are authorised to act on your behalf and may still need to verify your identity.
4. What happens after we receive your complaint
Acknowledgement
We aim to acknowledge your complaint as soon as reasonably possible and, within 24 hours of receipt. Receipt of the complaint is day one of the complaints process.
Investigation and decision
We will review the relevant information and investigate it objectively. We may contact you for clarification or further evidence. We will keep you informed where an investigation is taking longer than expected and will provide our decision in writing.
Internal escalation
If you are dissatisfied with our response, you may ask us to review the complaint by replying to the response or contacting resolutioncentre@10bet.co.uk. Please explain which part of the decision you disagree with and provide any additional information you want us to consider. The review forms part of the same complaints process and does not restart the eight-week timeframe.
5. Timescales
We will handle your complaint without unnecessary delay. Our entire complaints process, including any internal review, will take no longer than eight weeks from the date we first receive your complaint, except for any period during which the timeframe is reasonably paused because we are waiting for information or cooperation from you that is necessary to progress the complaint.
If we pause the timeframe, we will tell you what information is required. The timeframe will resume when you provide it. We will not pause the timeframe merely because the complaint is complex or because we are carrying out our own investigation.
We will send you a written final response when our complaints process is complete. This may occur before eight weeks. If the complaint has not been resolved to your satisfaction within eight weeks, taking account of any permitted pause, we will confirm that you may refer an eligible dispute to our ADR provider.
6. Alternative Dispute Resolution
Our independent ADR provider is the Independent Betting Adjudication Service (IBAS). If your complaint concerns an unresolved dispute about the outcome of a gambling transaction, including certain disputes about account management or access to funds, you may refer it to IBAS when:
- we issue a final response or deadlock letter confirming that our complaints process has ended; or
- eight weeks have passed since we received your complaint, after taking account of any permitted pause, and the matter remains unresolved.
IBAS is free of charge to customers. IBAS decides whether a dispute falls within its remit and may apply its own acceptance rules and time limits.
Website and online claim portal: www.ibas-uk.com
Email: ibasteam@ibas-uk.co.uk
Telephone: 020 7347 5883
Post: Independent Betting Adjudication Service, 3 More London Riverside, London, SE1 2RE
7. Matters outside ADR scope
IBAS generally considers disputes connected with gambling transactions. It may not consider complaints that relate only to customer service, our refusal to accept a bet or customer, or another matter outside its remit. We will still investigate such complaints under this procedure and provide a final response, but referral to IBAS may not be available. IBAS determines whether it can accept a particular dispute.
8. Accessibility and copies
If you need reasonable assistance to make or pursue a complaint, or would like this procedure in another accessible format, please contact Customer Service. A copy of this procedure is available free of charge on request.
9. Company and licensing details
Blue Star Planet Limited provides 10bet's gambling services to customers in Great Britain under a remote operating licence issued by the Gambling Commission. The current licence and trading-domain details can be checked on the Gambling Commission's public register.