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Complaints Procedure
If something has gone wrong, we want to put it right. This page explains how to complain, how we deal with it, how long it takes, and the free independent service you can use if you are not happy with our answer.
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Make a complaint
You can complain about anything to do with PlayStake: your account, a payment or withdrawal, a bet or its result, a referee, how we have treated you, or how we handled an earlier dispute.
- Online: use the complaint form at the bottom of this page. You do not need to be signed in.
- By email: write to support@playstake.org with your name, the email address on your account and what went wrong.
Tell us what happened, when, and what you would like us to do. If it is about a particular bet, include the bet link or ID. Making a complaint is free.
What happens next
| Stage | What we do | When |
|---|---|---|
| Acknowledgement | We email you a complaint reference (PS-C-…). Please quote it in any reply. | Straight away |
| Investigation | A member of our team reviews your account, the transaction or match records, stream footage and referee evidence, and may ask you for more information. | As soon as possible |
| Final response | We write to you with our decision, the reasons for it, and what we will do to put things right if your complaint is upheld. | Within 8 weeks of receiving it — usually much sooner |
If a bet or balance is involved, the funds stay protected while we investigate. We keep a record of every complaint and its outcome.
If you are not satisfied: IBAS
If you are unhappy with our final response, or we have not sent you one within eight weeks, you can refer your complaint to our alternative dispute resolution (ADR) provider:
IBAS — Independent Betting Adjudication Service
IBAS is independent of PlayStake and approved by the Gambling Commission to resolve disputes between gambling businesses and their customers. It is free for you to use. Start a referral at www.ibas-uk.com, normally within six months of our final response.
IBAS will ask for your complaint reference and our final response, so keep our emails. Its decision is binding on us if you accept it.
Complaints and result disputes
If you think a match result is wrong, use the dispute button on the bet page within the time shown there — it is the quickest way to get a result reviewed, and payout pauses while we look. If you are unhappy with how a dispute was decided or handled, you can then raise a complaint here.
Other organisations
- The Gambling Commission regulates gambling in Great Britain. It cannot resolve individual complaints, but you can tell it about your concerns at gamblingcommission.gov.uk.
- For complaints about how we handle your personal data, see our Privacy Policy; you can also contact the Information Commissioner’s Office.
- If gambling is causing you problems, free, confidential support is available from GamCare on 0808 8020 133 and at BeGambleAware.