Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can contact us via chat or phone.
If, after raising your issue with our Customer Support Team, you still remain dissatisfied with the outcome, you can request to speak to our Escalation Management Team, and your query will be reviewed. You can also escalate your issue further by contacting the Escalation Management Team directly here email@example.com. Please remember to include your username and details of any previous correspondence that you’ve had with us. Our Escalation Management Team will respond within 24 hours.
If you remain dissatisfied by the final outcome of the investigation, and still have a complaint related to betting, gaming or account transactions, then you can ask IBAS (The Independent Betting Adjudication Service) to investigate. IBAS is a third-party organization offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their service.
To raise your dispute with IBAS, you will need to request a Deadlock Email from our Escalation Management Team. This email will outline the full details of your complaint, and will include a unique reference number that must be quoted when submitting a dispute with IBAS. You can then submit your dispute to IBAS here
You may also use the European Commission’s Online Dispute Resolution platform (available here) as an alternative to IBAS. However, we feel it’s far to point out that complaints filed on this platform are then directed to the relevant national arbiter, who in turn will be asked to direct your dispute to IBAS, inevitably prolonging the process.
If you have made a complaint to Betfair Pty Limited and you are not satisfied with Betfair Pty Limited’s decision in relation to your complaint, you can lodge a complaint with the Northern Territory Racing Commission via the online “gambling dispute form” found here
If you would like more information about Betfair's regulators please click here.