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The purpose of this Complaint Handling Procedure is to inform our customers of how they can contact us in relation to any complaint they may have about the services we provide. The procedure outlines how we will address their complaint and what options are available to the customer should they not be satisfied with the outcome of their interaction with us in relation to their complaint.
The procedure aims to provide indormation on the following:
1. How to contact FansBet
2. How to make a complaint
3. How we will handle your complaint
How to contact FansBet
FansBet’s Customer Service Team is available from 8am – 1am, 7 days a week.
You can contact our Customer Service Team by either:
1. E-mailing: email@example.com
2. Using our ‘Chat Live’ facility on www.fansbet.com
How to make a complaint
If you have a complaint, you may contact our Customer Service Team via firstname.lastname@example.org. Alternatively, you can send a complaint by post on the following address: Elija Zammit Street, Edge Water Complex, Floor 4, STJ3150, St. Julian’s, Malta. Our Customer Service Team will respond to your complaint as quickly as possible and use best efforts to resolve your matter promptly. The final decision to your complaint will be given in four weeks. If you disagree with the final decision, you may contact IBAS (Independent Betting Adjudication Service). You can find the details below.
FansBet is registered with IBAS (Independent Betting Adjudication Service) for independent adjudication where a customer’s complaint cannot be resolved to the satisfaction of all parties by FansBet’s Customer Service Team.
If you disagree with the final decision given by our Customer Service Team in respect of your claim and/or dispute and would like to dispute it, then inasmuch as it relates to any acts of the Company under its Maltese online gambling license or UK online gambling license, you may send your written submission along with the final decision of your complaint to IBAS at email@example.com, or alternatively send it by post to:
Address: Independent Betting Adjudication Service PO Box 62639 London Address:EC3P 3AS Telephone number: 020 7347 5883 Email: firstname.lastname@example.org
Please visit http://www.ibas-uk.com/consumers/how-to-raise-a-dispute/ to get more information on how to raise a dispute in IBAS.
If your claim and/or dispute relates to any acts of the Company under the Swedish gambling license, you may send your written submission along with the final decision of the Company to the Swedish Gambling Authority, Spelinspektionen via e-mail email@example.com or via mail:
Address Spelinspektionen Box 199, 645 23 STRÄNGNÄS Sweden Phone: +46 152 650 100 e-mail: firstname.lastname@example.org