Complaints Procedure

We are committed to ensuring that every client who bets with us is 100% happy with the service they receive and we pride ourselves on the fact that we have very few complaints. However, there are of course occasions when customers are unhappy by the way a bet has been settled and we are committed to dealing with these quickly and fairly.

Initial complaint

All our telephone staff have received specialist training and are capable of accessing your full betting history and hopeful answering your initial enquiry. We find that virtually all disputes are resolved at this stage.

Secondary complaint

If you are unable to reach a satisfactory solution to your complaint at the initial stage, you can ask for your query to be escalated to a senior supervisor. They will then look into your complaint and come back to you within 36 hours.

Independent betting adjudication service

If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Star Sports will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems. The details for IBAS are given below. Please note that IBAS need you to have already contacted the Customer Services Team before they will look at your complaint.

Independent Betting Adjudication Service
PO Box 62639

020 7347 5883