Complaints and Claims

Customer complaints/claims of any nature must be submitted within 3 months of the issue occurring.

IMPORTANT: to ensure Your complaint/claim is directed to and investigated by the correct department, the written communication must be submitted to Betway via the following means:

• E-mail: [email protected]
  • Post: Betway Spain S.A., Avenida Jaime III, 1, Primera Planta, 07012 Palma de Mallorca, Islas Baleares, Spain.

In addition, the communication must contain the following information:

1. a) Your Customername/Betway's account number
   b) Your registered First Name and Surnames
   c) a detailed explanation of the complaint/claim
   d) specific dates and times associated with the complaint/claim (if applicable)

Note: failure to submit the communication as outlined above will result in Your complaint/claim not being appropriately categorised and investigated for a timely resolution.

Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, within one month. If for some reason You are not satisfied with the resolution of Your complaint/claim, You can contact the Directorate General for the Regulation of Gambling to submit the complaint.

However, should You be unhappy with any aspect of the website or Your gaming experience, please contact Betway via email to [email protected] with any issue You may have. Alternatively, You may contact eCOGRA, the internationally accredited player protection and standards organisation, and submit a Dispute Form.