How we deal with complaints about bookmakers

Complaint form

The new complaint form can be filled in only by registered users. Here’s the list of required information fields you must complete the form with:

1. Your name (published only in private discussion);
2. Username at the bookmaker (published only in private discussion);
3. Email (published only in private discussion);
4. Type of dispute (published on the website);
5. Bookmaker (published on the website);
6. Whether or not you were able to contact customer support (published on the website);
7. Description of the dispute (published on the website);
8. Attached files (if the moderator decides to publish any images, all confidential information will be removed prior to publishing).

Handling complaints

Once you submit your complaint form, our moderators immediately receive notification. Upon reading your complaint, the moderator updates it as “in process” status. If you are required to give any further details for clarification, the moderator will contact you. If not, your complaint will be sent directly to the representative of the bookmaker. Exceptions are complaints about bookmakers with bad reputation, that do not accept the Bookmaker Ratings as a mediator or refuse to discuss the complaints from punters with us. Such complaints immediately fall into  the “ignored” category, even if the player complains without reason. If the complaint is regarded as groundless (professional game at a  bookie for amateur punters, void bets on inherently wrong odds, and so on), these fall into the “groundless” category.

Discussion of complaints

Now we discuss complaints that are not by e-mail, but via our special form on the site. This does not mean that the process of the discussion will be made public. Below the post, we have created a special section for private discussion of the complaint. This section is highlighted by green bars.

The discussion involves three participants:

• the player,
• the representative of the bookmaker;
• the BR moderator.

The complainant can only write to the assigned moderator.

Result of complaint

Depending on the progression of discussions, the complaint is assigned into one of the four categories listed below:

“Solved” is assigned to complaints that saw a full repayment or compromise;

“Rejected” is assigned to the complaints, which didn’t see an equitable solution. A few complaints with this status can become the basis for downgrading the bookmaker company;

“Groundless” is assigned to those complaints that demand from the bookmakers conditions that he isn’t obliged to do in accordance with our requirements. A frequent example of groundless complaint’s are complaints about reduced highs.

“Ignored” is assigned to complaints about bookies that do not accept the Bookmaker Ratings as a mediator or refuse to discuss the complaints from punters with us.

At the botton of the post, in a special section entitled “BR’s comment” we summarize the discussion and give our official position on the dispute. As elsewhere on our website, complaints have also a comments section, where out visitors can publicly discuss disputes and express their valuable opinions.