Customer Complaints

CUSTOMER COMPLAINT PROCEDURE

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 and the options available to them at all points in the procedure.

The procedure aims to provide information on the following:

  • 1. How to contact FansBet
  • 2. How to make a complaint
  • 3. How we will handle your complaint
  • 4. How to seek and independent review of your complaint

CUSTOMER COMPLAINT - HANDLING PROCEDURE

1. How to contact FansBet

You can contact our Customer Service Team by:

E-mail: support@fansbet.com

Live Chat: Available at the right bottom corner.

2. Response time commitment

The Customer Service Team will respond to the complaint as quickly as possible but not later than within two business days after complaint was received. At this point the Complaint Handling Procedure commences for the customer.

3. Information relating to progress of a complaint

Customer Service will keep the customer informed at regular intervals of the progress of the complaint giving an estimation of the time needed to investigate and resolve the complaint.

4. Independent review of customers complaint

We will use best efforts to resolve a reported matter promptly. Should the customer disagree with the final decision of the Company in respect of his claim and/or dispute and would like to dispute such final decision, then in as much as it relates to any acts of the Company under its Maltese online gambling license, he may bring his claim and/or dispute following the receipt of the Company's final decision to the Malta Gaming Authority at support.mga@mga.org.mt or Pardee Consulta the Alternative dispute resolution agency who’s details can be found below:

A dispute resolution form can be obtained at https://adrbypardee.eu/online-dispute-resolution-form/