bet365’s aim is to ensure that all customers always have a great experience when using our services. However, we recognise there are occasions when we may not have been able to meet your expectations, and when this occurs, we would like you to Contact Us as soon as possible so we may resolve your concern quickly and fairly.

Our customer service team is highly trained to resolve any queries in order to provide a satisfactory outcome. On the rare occasions where this is not possible, you can request for your complaint to be escalated to a senior team member, who will independently review and seek resolution to your complaint.

Should you wish to raise a complaint, then please Contact Us.

Please note, we are unable to resolve complaints via Social Media. If you contact us on Social Media with a complaint, you will be advised to raise this using one of the above methods.

In order to resolve your complaint as quickly as possible, it is important that you provide us with as much information as you can, including:

Your username / email address

Your name

The full details of your complaint

Upon receipt, your complaint will be assigned to an individual member of bet365's Customer Service team to assess. We will endeavour to respond within 48 hours.

If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.

If you are not in agreement with our final response, or we have been unable to resolve your complaint within eight weeks, we will issue you with a Complaint Reference and you can refer your complaint to the Independent Betting Adjudication Service (IBAS).