Complaints Process

One of the main objectives of the Gambling Act 2005 is to ensure that gaming is conducted in a fair and open way.

We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to demonstrate to you that we have understood your complaint, taken it seriously and to explain any steps we can take to resolve the issue.

Although we hope that you never have cause to complain, we would ask that any complaints are raised as soon as possible so that we can address any concerns you may have. Customer Complaints will be accepted in person, in writing, by telephone or via email. Complaints will not be accepted if received via social media. Once we have received your complaint, you will receive an acknowledgement of it within 3 working days.

Our aim is to resolve the matter as swiftly as possible and complete the whole complaint process, should it escalate, within 8 weeks from when we first received the customer’s complaint.

RAISING YOUR COMPLAINT

If you have any complaints or disputes in relation to any gaming incidents, please refer this in the first instance to a member of our management team, who should be able to resolve this matter for you.

ESCALATING YOUR COMPLAINT INTERNALLY

If you are unhappy with our initial response, your complaint will be escalated to the General Manager. At this stage we will discuss with you whether we can resolve your issue.

Adrian Moore, GM

adrian.moore@shaftesburycasino.co.uk

ESCALATING YOUR COMPLAINT TO THE COMPLIANCE TEAM

If you are dissatisfied with the outcome of your complaint you may escalate it further in writing to the

Compliance Officer:

Jaana Merilepp

Shaftesbury Casino

377 High St, West Bromwich B70 9QW

or by email

jaanamerilepp@shaftesbuycasino.co.uk

Please provide us as much information as possible including:

• Your full name
• Your contact details
• Relevant date(s) of the incident(s)
• Any supporting evidence (if available)

The incident will be investigated and upon the conclusion, our final response will be provided to you in writing (this is the end of Shaftesbury Casino complaints process).

ESCALATING YOUR COMPLAINT EXTERNALLY

If you are dissatisfied with the outcome, you may refer the matter to the independent Alternative Dispute Resolution (ADR) provider.

IBAS is a Gambling Commission approved gambling-specialist ADR Service, adjudicating on disputes between licensed gambling operators and their customers. The IBAS ADR service is free to consumers.

In order to complete a claim form to begin the dispute process with IBAS, you will first need to register an account with them. For more information on this please visit:

www.ibas-uk.com/consumers/how-to-raise-a-dispute 

IBAS will consider any dispute about a bet, game or any other gambling transaction and will examine whether the transaction and subsequent complaint has been handled in line with relevant rules or terms and whether those rules or terms were fair.

For more information on what complaints IBAS does not currently consider please visit:

www.ibas-uk.com/how-ibas-works/what-ibas-does-not-cover 

You can contact the IBAS by telephone, in writing, by email and via their website:

Independent Betting Adjudication Service (IBAS).

PO Box 62639

London

EC3P 3AS

Telephone: 020 7347 5883

General email: adjudication@ibas-uk.co.uk

https://www.ibas-uk.com/