What is DIBZ complaints procedure?

We want to give you a great experience with the best service and want to put things right swiftly if something hasn’t gone to plan.

Our Service teams are in the best position to speedily deal with your complaint and provide a quick resolution to most queries:

• Can’t access your account
• Bet settlement
• Verifying your account

You can contact the Customer Services (CS) team and we’ll do everything we can to resolve your complaint as soon as you get in touch by sending us a DM via twitter (@DIBZ_help), Instagram (Play_DIBZ), Facebook (DIBZapp)

If you are not satisfied with what’s been done to help, you can have your query raised with the Complaints Team.

Full in depth review escalated to our complaint team

Many of our complaints are resolved speedily by our Service Team although there may be occasions when the complexity of your complaint requires a review and investigation by our Complaints Team.

If you have been in contact with our Customer Service Team and are not satisfied, the Complaint Review Service can help, they will review your complaint with complete impartiality. 

Our Customer Service Team will guide you on how to engage with our Complaints Process and will raise your complaint on your behalf at your request. 

What can I expect from the Complaint review Service?

We will acknowledge your complaint and begin our investigation within 24hrs and usually straight away.

We’ll want to discuss your complaint with you so let us know when is best for us to contact you.

We aim to communicate the outcome to you within 10 working days although we may need to take the full 8 weeks the Gambling Commission allows depending on the complexity to ensure a full investigation.

Our Complaints Code below explains how we’ll help if something hasn’t gone to plan. 

• Webpage – Customer’s Guide to Complaints.
• PDF Complaint Policy – Customer’s Guide to Complaints.

Where can I obtain more information on the ADR processes? 

IBAS (UK): https://www.ibas-uk.com 

You can also visit our Dispute Resolution Page and our terms and conditions for further detail.