16. Complaints and Disputes
Registering a complaint
In the first instance, complaints should be raised with our Customer Support team by any of the methods shown on the contact us page.
All complaints should be notified to us as soon as possible; all game claims or disputes should be raised with our CS within seven (7) days of the original transaction. You must also provide the Game ID and a screenshot of the game as it finished, for us to assist you.
We are usually able to resolve complaints within 72 hours. However, if your complaint is complex, it may take more time to investigate the matter. We will let you know that we have received your complaint and will keep you informed.
If a GB customer is not satisfied with the outcome of a complaint resolution provided by our Customer Support team, he/she is entitled to take the issue to an Alternative Dispute Resolution (ADR) entity.
Marathonbet.co.uk has appointed the Independent Betting Adjudication Service (IBAS) for ADR services.
IBAS may be contacted by visiting https://www.ibas-uk.com/.
Customers may refer a dispute to IBAS at any time following the conclusion of our review of the dispute, so long as this is within six months of the date when the dispute arose (although IBAS will, on an exceptional basis, accept referrals outside of this period).
GB Customers are also entitled to take the issue to the European Online Dispute Resolution platform. This can be accessed by visiting http://ec.europa.eu/consumers/odr/.
If a non-GB customer is not satisfied by the outcome of a complaint resolution provided by our Customer Support team, he/she is entitled to contact the AGCC. All non-GB Marathonbet.co.uk customers have free right of access to escalate a complaint to the AGCC at any point in time using the following link https://www.gamblingcontrol.org/player-complaints/submit-a-complaint/.
The AGCC may be contacted by emailing [email protected].
Non-GB customers resident within the European Union are also entitled to take the issue to the European Online Dispute Resolution platform. This can be accessed by visiting http://ec.europa.eu/consumers/odr/.
Last Modified Date: 11/02/2020