Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.

You can contact the Customer Services (CS) team by sending a direct message on our official DIBZ Social channels (Instagram = Play_DIBZ, Facebook = DIBZapp, Twitter = Play_DIBZ) or the DIBZ_help Twitter page, where you will be able to discuss your query or issue with one of our CS Agents. 

If, after raising your issue with our CS teams, you still remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Complaints Team. Our CS Team will assist you with raising your complaint via our internal channels.

The outcome of any issue shall be communicated to you within 10 days from the date on which the complaint was received, provided that in certain cases for UK Customers, we can extend this response time up to 8 weeks at our discretion. Following such applicable time period, in any circumstances where you remain dissatisfied by the final outcome of the investigation, then you can raise your dispute or complaint with IBAS as per the process below.

For a step by step outline of our internal escalation process, please click here.

If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint (UK only) related to betting, gaming or account transactions, then you can ask IBAS (The Independent Betting Adjudication Service) to investigate. IBAS is a third-party organization offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their service.

To raise your dispute or complaint with IBAS, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with IBAS. You can then submit your dispute or complaint to IBAS here