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Complaints Procedure

At Sky Betting and Gaming, we want to give the fans the best possible experience. But sometimes things go wrong - if there's something you're not happy about please tell our Customer Service team straight away, so we can put it right.
 

How to get in touch:

You can contact the Customer Services team, and we'll do everything we can to resolve your query as soon as you get in touch by clicking the button below:

Contact Us

What happens next?

You'll be asked to verify yourself; you will be asked for your:
 

• Full Name
• User ID
• Date of birth
• The answer to any one of your security questions (e.g. Mother's Maiden Name, Name of First School etc.)

Please let us know if you need any:

• Reasonable adjustments
• Further assistance throughout the process

How long does an investigation take? 

Upon submitting your complaint, you will receive an automated receipt within 24 hours, confirming that we have acknowledged your complaint. Usually, we have a response for you within 5 working days. However, in some cases, where a more in-depth investigation may be required, we may issue a final response in line with timescales set out in the tables below. 

What can I do after my final response? 

If you have received a final response email but we haven't been able to resolve your concern to your satisfaction, you can ask for your complaint to be looked at by an approved Alternative Dispute Resolution (ADR) service. The approved ADR service providers for Sky Betting and Gaming are the Independent Betting Adjudication Service (IBAS) and eCOGRA. 

The appropriate ADR service is determined by reference to your country of residence and the product that is the subject of the dispute. Please refer to the tables below: 

For non-UK customers of Sky Bet, 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 Malta Gaming Authority investigate. You can submit your dispute to the MGA here. 

 

Our Complaints Team will provide you with all details needed to contact the relevant ADR. 

For more information on our complaints and player dispute process, please visit our Terms & Conditions which can be found here.