COMPLAINTS

If you want to make a complaint in any matter, please contact our Online Support via live chat or send an email to support@stsbet.co.uk

To deal with the complaint as fast as we can, it must contain clear information about the Player’s identity:

• name
• surname
• username
• registered email
• residential address
• all relevant details about the issue (the name of the game, time and date of an incident with a clear explanation)

The whole complaints process should take no more than 24 hours to register and 8 weeks to be assessed and responded to.

The complaint process can be summarized in three steps:

• Initial complaint - you file a complaint, and our customer support team deals with it in cooperation with appropriate departments.
• You may disagree with the outcome and wish us to re-review your case. At that time, your case is escalated to our senior team.
• If you still disagree with our decision, you can escalate your case to an independent ADR provider which is eCogra. ADR services are free of charge for all of our customers. You may find more details at: https://ecogra.org  

As an independent third-party dispute resolution, Stsbet.co.uk applies to eCogra under 2/F Berkeley Square House, Berkeley Square W1J 6BD, United Kingdom, which acts as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers after they have been through the operator's own internal dispute procedures and if a deadlock exists. Disputes may be filed under https://www.ecogra.org/ata/dispute.php. The arbitrators’ decision is final.