Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.
You can contact the Customer Services (CS) team via Live Messenger here or by sending a direct message on the official Betfair Facebook channel or the “BetfairCS” Twitter page, where you will be able to discuss your query or issue with one of our CS Agents.
If, after raising your issue with our CS teams, you still remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Customer Champion team. To escalate your complaint, you can either request to speak to a member of the Customer Champion Team, have the complaint raised on your behalf by the CS Agent, or alternatively you can access the complaints portal by clicking here.
The outcome of any issue shall be communicated to you within 10 days from the date on which the complaint was received, provided that in certain cases for UK Customers, we can extend this response time up to 8 weeks at our discretion. Following such applicable time period, in any circumstances where you remain dissatisfied by the final outcome of the investigation, then you can raise your dispute or complaint with IBAS as per the process below.
For a step by step outline of Betfair’s internal escalation process, please click here.
This section relates to all UK registered customer disputes in respect of your general use of our betting and gaming services, and any complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent.
If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint (UK only) related to betting, gaming or account transactions, then you can ask IBAS (The Independent Betting Adjudication Service) to investigate. IBAS is a third-party organization offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their service.
To raise your dispute or complaint with IBAS, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with IBAS. You can then submit your dispute or complaint to IBAS here
If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint related to betting, gaming or account transactions, then you can ask eCOGRA to investigate. eCOGRA is a third-party organization offering independent adjudication in relation to betting and gaming disputes. eCOGRA will not charge you for use of their service.
To raise your dispute or complaint with eCOGRA, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with eCOGRA. You can then submit your dispute or complaint to eCOGRA here
You may also use the European Commission’s Online Dispute Resolution platform (available here) as an alternative to eCOGRA. However, by doing so you will be directed to the relevant national arbiter, who will themselves be asked to direct to eCOGRA, prolonging the dispute resolution process. For non-UK customers only, if you have a complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent, and you remain dissatisfied by the final outcome of the investigation, then you can ask the MGA (Malta Gaming Authority) to investigate. You can submit your dispute to the MGA here.
If you have raised a dispute or made a complaint to Betfair Pty Limited and you are not satisfied with Betfair Pty Limited’s decision in relation to your dispute or complaint, you can lodge a dispute/complaint with the Northern Territory Racing and Wagering Commission via the online “gambling dispute form” found here.
If you would like more information about Betfair's regulators please click here.
V 01/24 12/07/24