Customer Complaints

Casino Complaints and Disputes Procedure

Within Stage 1 of our complaints procedure there are 3 steps with increasing levels of escalation – please follow these steps to ensure your complaint is dealt with at the appropriate level.

Stage 1

  1. Step 1

    In the first instance please make Venue Management aware of your complaint at the time of the incident.

  2. Step 2

    If the Duty Manager is unable to deal with the complaint or if the complaint isn’t resolved to your satisfaction, then please ask the Duty Manager to escalate this to the Casino General Manager.

    Alternatively, you can raise a ticket with Customer Care via our website, email customercare@acasinos.co.uk or call 0191 497 8282 with your details and some information about your complaint.

    The Casino General Manager will investigate your complaint and aim to respond within fifteen working days.

  3. Step 3

    If the Casino General Manager is unable to resolve the complaint to your satisfaction, you can escalate this to the Regional Operations Director via email to customercare@acasinos.co.uk

    The Regional Operations Director will investigate and review the matter fully and formally respond within fifteen working days of receipt.

    If this is not possible, we will explain why and give a date by which a full response can be expected. The decision made at this point will be the company’s final position with regards to the complaint.

    If you are still not satisfied with our response, and it relates to a gambling transaction, then it becomes a dispute.

    We will inform you that your next course of action is to request Alternative Dispute Resolution (ADR) and will move to Stage 2 of our complaints and disputes procedure.

Stage 2

Please note, if you do not explore Stage 1 of our complaints and disputes process fully then it is likely the Alternative Dispute Resolution will refer you back to Stage 1.

If Stage 1 has failed to resolve your complaint, you should contact the Alternative Dispute Resolution entity as follows:

IBAS ibasteam@ibas-uk.com www.ibas-uk.com 3 More London Riverside London SE1 2RE 020 7347 5883

The Alternative Dispute Resolution entity will acknowledge receipt of your correspondence and inform you of its findings and recommendations, usually within 60 days.

The review process is thorough and based upon the information that both parties and other independent sources provide.

We will abide by the findings of the Alternative Dispute Resolution fully.

Additionally, in the unlikely event that we have not responded to your complaint within 8 weeks, you are entitled to seek adjudication from the ADR without a final response being issued by us.

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