21. What to do if there is a problem with the services.
We hope you will enjoy your experience with us but if you have any complaints about our services, you can raise this with our Customer Services Team who will escalate if necessary. You will need to follow the steps set out here for any complaints.
21.1 If you have a complaint, you should contact our Customer Services Team. If you have a complaint relating to sports bets and/or casino wagers on our website, your first step should be to contact our Customer Services Team as soon as reasonably practicable and give them details of your complaint. This will be escalated as necessary within our Customer Services Team until it has been resolved. We have set out below the escalation process so you can understand how this works.
21.2 STEP 1: INTERNAL INVESTIGATION. You should contact our Customer Services Team setting out details of the complaint. You should do this as soon as possible after your issue arises and in any event within 12 months. You can do this using any one of the following methods:
- the chat function on the Parimatch Website;
- the call-back function on the Parimatch Website; or
- email at email@example.com.
You will receive an automated response with receipt of the complaint or dispute. We will then review the complaint or dispute internally and respond to you fully within 14 days.
21.3 STEP 2: DEPARTMENT MANAGEMENT TEAM REVIEW. If you are unhappy with the response we have provided you in step 1, you can request that the Department Manager reviews the original outcome of the complaint/dispute. If you want to escalate to this step 2, you should contact us via email at firstname.lastname@example.org and mark the email “Step 2 Complaint Management Review”. Our Department Management Team will then respond to you within 14 days of your email.
21.4 STEP 3: DIRECTOR OF CUSTOMER SERVICES REVIEW. If you are still dissatisfied with the response provided under steps 1 and 2, you can request that the Director of Customer Services reviews the original outcome of the complaint / dispute. To escalate to this step 3, you should email CSDirectorreview@parimatch.co.uk and mark the email “Step 3 Complaint Management Review”. Our Director of Customer Services will respond to you within `14 days of your email and in the unlikely event that the Director of Customer Services is unavailable, the complaint will be reviewed by a nominated member of Senior Management.
21.5 Please note that complaints to step 3 will only be reviewed after you have correctly followed steps 1 and 2 of the process. If you use the step 3 email address without having followed steps 1 and 2, your complaint will be referred back to the initial investigation stage (step 1).
21.6 The whole process from step 1 to 3 should take no longer than 8 weeks from when we first receive your complaint. If at any time you don’t respond to a reasonable request for information within 7 days, we might “stop the clock” until you do respond, at which point it will be restarted.
If we haven’t been able to reach any agreement with you within those 8 weeks, or if we believe we have come to a deadlock or final position, then our Director of Customer Services will issue you with a final letter which will set out:
- (a) our final decision; and
- (b) confirmation that steps 1, 2 and 3 have been exhausted.
- (c) details of how you can escalate a complaint further externally (which is also set out in step 4 below). You should only escalate externally to step 4 after either (i) you have received the final letter referred to above or (ii) if we haven’t completed steps 1 to 3 within the 8-week timeframe.
21.7 STEP 4: INDEPENDENT BETTING ADJUDICATION SERVICE. We always aim to resolve complaints or disputes internally, but there might be instances where we cannot come to an agreeable solution. If you are still unhappy with the result after having gone through steps 1 to 3 above, you can refer the complaint or dispute to the Independent Betting Adjudication Service (“IBAS”) for independent alternative dispute resolution. If you are planning to do this, you should inform us as will then issue you with a referral number to present to IBAS (you will need this number to speak to them so make sure you get it from us).
21.8 There are a couple of tools for raising complaints available to you and which can be used as part of the complaints procedure.
(a) Resolver: You can send your complaint or dispute to Resolver at www.Resolver.co.uk. This website could be utilised as part of a step 2 complaint. Resolver is a third-party online company specialising in resolution of issues, in association with www.moneysavingexpert.com. If you access Resolver and type the brand details that you registered with into the company search box, the Parimatch details will appear with a “Get Started” tab and self-explanatory steps as to how you can start the complaint through Resolver (https://support.resolver.co.uk/hc/en-us/requests/new). The service is free to use.
European Online Dispute Resolution Services (ODR): You can submit the matter to the ODR at: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage. The ODR platform is provided by the European Commission to make online shopping safer and fairer through access to quality dispute resolution tools. You can use it in a similar way to Resolver as a third-party online platform or you can use it to access a director of dispute resolution bodies across Europe. The ODR is not connected to BV Gaming Limited and is available in all EU languages.
22. What to do if you have a regulatory complaint.
All our services are provided in accordance with the strictest licensing conditions and we review them on a regular basis. We take any regulatory complaints extremely seriously and these can be escalated to the regulator if necessary.
22.1 If your complaint does not relate to sports bets and/or casino wagers placed on our website but instead relates to our compliance with our licensing conditions within the last 12 months then you should follow the below process. Steps 1 to 3 mirror the process for complaints about our services so we would refer you to the relevant paragraphs above which contain contact details and full details of each step. Once you have reached Step 4, you will then be able to contact the Great Britain Gambling Commission directly.
22.2 STEP 1: INTERNAL INVESTIGATION. You should follow the same process as set out in paragraph 21.2 above.
22.3 STEP 2: DEPARTMENT MANAGEMENT TEAM REVIEW. You should follow the same process as set out in paragraph 21.3 above.
22.4 STEP 3: DIRECTOR OF CUSTOMER SERVICES REVIEW. You should follow the same process as set out in paragraph 21.4 above.
22.5 STEP 4: CONTACT THE GREAT BRITAIN GAMBLING COMMISSION. You should now finally contact the Great Britain Gambling Commission, stating that you have a “regulatory complaint against BV Gaming Limited”. You will be asked to provide details of your complaint. Please note that if you state that you are “lodging a dispute against BV Gaming Limited”, you will be referred to IBAS for resolution so make sure you specify clearly in your correspondence. Please also note that the Great Britain Gambling Commission does not conduct an investigation in the same way as IBAS, so there will not be a published final decision or a financial award made to you.