Complaints Procedure

We always aim to provide an excellent level of customer service with absolute fairness to our players. We appreciate that there may be occasions where our players may not be satisfied with some aspects of the service we provide and want to bring this to our attention. We are committed to continuous improvement and feedback from players, as this helps us to enhance our services and interactions. If you wish to raise any concerns, please feel free to contact our Customer Care Team outlining the nature of your concerns within 6 months of the incident by using the contact details below:

Phone: +44(0)1384 888100

OR

Click here to fill out a ‘Contact Us’ form

Alternatively, you can send a letter to the following address: Customer Care Team, InTouch Games Ltd, Fountain House, Great Cornbow, Halesowen, West Midlands, B63 3BL United Kingdom.

You can also raise a complaint via Live Chat.

Please note – we are unable to resolve any concerns via social media or any review platforms. We kindly ask that you follow this procedure.

If you remain dissatisfied with our response to your concern, you can raise a formal complaint by contacting our complaints team on complaints@pocketwin.co.uk. Please clearly outline the basis of your complaint. If you do not have an email address, you can ask the Customer Care Team to raise this on your behalf. We will acknowledge your complaint within 24 hours of receipt.

In order to avoid any delay in our investigation, please ensure you provide the following details when you contact us:

  • Your mobile phone number
  • Your full name
  • Your date of birth
  • Your full address and post code
  • Last game played (if applicable)

We aim to investigate and to resolve your complaint within 8 weeks of receipt. Where we request additional information from you, the time taken for this to be provided may be in addition to the 8 weeks.

We will contact you to inform you of the outcome of our investigation and clearly outline our findings, the facts established and any resolution that is applicable. If at this point you are not satisfied with our response, the complaint can be escalated as a dispute to our Complaints Manager. The Complaints Manager will investigate the matter further and will provide a final response in writing. Which will include the following:

  • Our final decision
  • Confirmation that the complaint will not be progressed further
  • Details of our independent ‘Alternative Dispute Resolution’ to escalate the complaint further (as captured below)

Where a complaint/dispute remains unresolved and exceeds the 8-week timeline and we are unable to reach resolution, then we will issue a ‘deadlock letter’ which will also include the above details.

Alternative Dispute Resolution – Independent Betting Adjudication Service Ltd (IBAS)
If you are not satisfied with the final or deadlock response you are then able to choose to escalate your complaint to our independent ‘Alternative Dispute Resolution’, IBAS, using the following details:

Address: Independent Betting Adjudication Service Ltd, PO Box 62639, London, EC3P3AS, United Kingdom

Email address: adjudication@ibas-uk.co.uk

Phone: 020 7347 5883

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

Please note:

IBAS will not investigate your complaint if you have not attempted to first resolve the matter using our internal complaint procedure.

We record all correspondence which includes telephone calls, live chat, and emails. In the event of a dispute regarding the contents of the above communication we will refer to our correspondence records and transaction database which, in the absence of any contrary evidence, shall be decisive.

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