BetPack Complaints Procedure.

We pride ourselves on our levels of Customer Service, we would hope that we can deal with any query or complaint promptly, effectively and fairly. BetPack has a transparent complaints procedure, with the goal of ensuring that any dispute is given full consideration before a decision is made and reviewed if necessary in the interests of service.

Step 1:

If you have a complaint to make with any aspect of the service you have received from BetPack, or you wish to challenge how your bet has been settled in any of the channels we offer, please call us on 1800 844 840, or click contact us stating the terms of your grievance.

Step 2:

A member of our Contact Centre Team will listen to your query or complaint, a decision may be delivered at that time, for more complex queries or complaints where further investigation may be required you will be contacted at all times within 24 hours with a decision, or a request for further information in order to make that decision.

Step 3:

If you are not in agreement with the decision of our Contact Centre Team, you may then choose to escalate the matter to a member of the department that is more senior than the member that fielded your original complaint, up to and including our Head of Contact Centre. In order to escalate a complaint, you will need to clearly state your reasons for appealing the previous decision, and any other relevant information.

Step 4:

The decision of our Head of Contact Centre on a dispute or complaint will be considered as the view of the Company, however under exceptional circumstances, a complaint can be escalated to a Company Director for a final decision if both parties agree on this as a course of action.

Step 5:

In the unlikely event that you are not satisfied with the outcome of your query, you can refer a complaint to the Independent Betting Adjudication Service (IBAS: IBAS offers effective dispute-resolution procedures which refer to the operator’s own terms and conditions of trading to ensure it has abided by those terms. IBAS rulings are binding on all parties.

In the unlikely event that you are not satisfied with the outcome of your query, the person dealing with your complaint will inform you of all available options for escalating the complaint, which will depend upon the circumstances and the nature of the complaint. Complaints about the settlement of wagers may be referred to the Independent Betting Adjudication Service (IBAS). IBAS offers effective dispute-resolution procedures which refer to the operator’s own terms and conditions of trading to ensure it has abided by those terms. IBAS rulings are binding on all parties.