15. Complaints and Disputes
15.1. If you wish to make a complaint, you should contact our Customer Support. The methods by which you can get in touch with our Customer Support are shown in the Contact Us tab.
15.2. All complaints should be notified to us as soon as possible. You must also provide the Game ID and a screenshot of the game as it finished, for us to assist you.
15.3. Customers not satisfied with the outcome of a complaint can escalate the matter further as follows:
Where a GB customer is not satisfied with the outcome of a complaint resolution provided by our Customer Support team, customers are entitled to refer their complaint to an Alternative Dispute Resolution (ADR) provider. Customers should allow eight weeks following the date of their initial complaint to Marathonbet before referring the matter to the ADR provider.
Marathonbet.co.uk has appointed the Independent Betting Adjudication Service (IBAS) for Alternative Dispute Resolution. There is no charge for GB customers who use this service.
IBAS may be contacted by visiting https://www.ibas-uk.com/.
Where a non-GB customer is not satisfied by the outcome of a complaint resolution provided by our Customer Support team, customers are entitled to contact the Alderney Gambling Control Commission as an alternative for ADR purposes. For more information please visit 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/.
- 15.3.1. British residents may enlist an Alternative Dispute Resolution (ADR) service provided by the Independent Betting Adjudication Service (IBAS), who can be contacted at www.ibas-uk.com.
- 15.3.2. Non-British residents can contact the Alderney Gambling Control Commission (AGCC): https://www.gamblingcontrol.org/?s=complaints.
- 15.3.3. European customers are also entitled to use the European Online Dispute Resolution forum at http://ec.europa.eu/consumers/odr/ to resolve disputes.
You will also always have the option of resolving the dispute using court action (please see section 1.22 above for more details).
Last Modified Date: 01/05/2020