1. Our Aim

We want everyone playing on Betmate to have a great experience. If something’s gone wrong, we’ll do our best to sort it quickly and fairly. Simple as that.

2. How to Raise an Issue

Stage 1 - Customer Service

Most issues get resolved on first contact with our Customer Service team - including things like:

• Account access or verification
  
  
• Bet settlement or payouts
  
  
• Deposit or withdrawal queries
  
  

We’re available 24/7. Reach us via:

• Email - support@betmate.app
• Twitter/X DMs - @Betmate_App 
• Instagram DMs - @Betmate

We’ll always aim to resolve things straight away. If you're not satisfied, you can ask for your issue to be treated as a formal complaint.

3. Formal Complaint Review

Stage 2 - Complaints Team

Here’s what happens next:

• Acknowledgement — We’ll confirm we’ve received your complaint within 24 hours (usually right away).
  
  
• Investigation — We might reach out by phone or email to understand more. Just let us know the best time to contact you.
  
  
• Outcome — Our aim is to provide a full written response within 10 working days.
  
  

If your complaint is more complex, we might need more time - up to 8 weeks maximum, as permitted by the Gambling Commission. We’ll keep you updated throughout.

When we’ve completed our review, you’ll receive either:

• A Final Response, or
  
  
• A Deadlock Email, outlining our decision and your right to take things further.
  
  

4. Independent Review

Stage 3 - ADR Group

If you’ve completed Stages 1 and 2 and still aren’t satisfied — or if it’s been 8 weeks since we received your complaint — you can refer your case to our independent dispute resolution partner:

🔗 ADR Group — www.consumer-dispute.co.uk

It’s free of charge, and Betmate will accept their decision.

To proceed, request a Deadlock Email from us - it’ll contain a unique reference number ADR Group will need.

Then, submit your case via their website or by any contact method listed there.

5. What ADR Group Covers

ADR Group can help with complaints involving:

• Bets, games, or account transactions

They can’t help with:

• Anything already settled in court
  
  
• General service feedback (e.g. site speed) without a monetary or regulatory impact
  
  
• Issues caused by third-party software or payment providers outside of our control
  
  

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6. Keeping You Informed

Every complaint is logged securely in our case-management system, and we keep full records for at least 12 months, as required by the Gambling Commission.

Want an update on your case? Just ask - we’ll always keep you in the loop.

7. Need More Help?

If you feel your gambling might be becoming a problem, please visit our Safer Gambling page for tools like time-outs, self-exclusion, and links to professional support.

You can also call the National Gambling Helpline on 0808 8020 133 - they’re available 24/7.

We’re here to help, and we’ll always treat every issue fairly, respectfully, and without judgment.

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