At bet-at-home, our primary goal is to provide a high-quality and fair service to all our customers with state-of-the-art products and friendly, helpful customer support. Whatever your question or problem may be, we are here to help you every day of the week via messaging and email.
Still dissatisfied?
If you are not satisfied after contacting us, you can file a formal complaint. To help us process your claim as quickly and efficiently as possible, we kindly ask you to submit your complaint in writing. Complaints can be submitted in English, German, or Slovenian via email to complaint@bet-at-home.com.
To ensure we can address your complaint effectively, please:
- Use the same email address registered in your bet-at-home account.
- Provide the following details:
- A clear and detailed description of the issue.
- Supporting screenshots or documents, if available.
- Your contact details.
What happens next?
Acknowledgment
We will acknowledge your complaint within 72 hours by registering and confirming receipt of it. Should we require additional details or documentation to analyse your complaint, we will promptly contact you with a request for the necessary information. If the additional details or documents are not received within 7 days of our request, your complaint will be closed. However, if you obtain the required information and/or documents after this deadline, you are welcome to file a new complaint.
Analysis
We will review your claim and provide a resolution as quickly as possible. Complaints are typically resolved within 10 days of receipt of the information or documentation required for the analysis of your complaint. If your complaint is particularly complex and requires more time, this period may be extended by an additional 10 days. In such cases, we will notify you of the delay.
Disagree with the outcome?
If you are not satisfied with our findings or resolution, you may request a re-evaluation, but only if you provide new facts or circumstances. Please note:
- We are not obliged to reconsider complaints based on issues already addressed in previous complaints. If it is determined that this applies to your complaint, we will inform you within 10 days.
Alternative Dispute Resolution (ADR)
If you remain dissatisfied with the outcome, you have the option to escalate the matter to an independent Alternative Dispute Resolution service. You can choose one of the following options:
- eCOGRA: eCOGRA provides alternative dispute resolution services. For more information, visit: eCOGRA Dispute Resolution.
- Online Dispute Resolution (ODR) Platform: This EU platform offers dispute resolution services. For more information, visit: EU ODR Platform.
Conditions for filing a dispute:
- Your complaint must have been processed by bet-at-home according to the complaint procedure outlined above.
- No more than one year has passed since you received our findings and conclusion.
We appreciate your understanding and patience throughout the process. Our team remains committed to resolving any issues you may encounter.