Sports Betting
BetUK Customer Support: How to Reach Their Helpdesk
Even at leading sportsbooks like BetUK, mistakes can happen, and you may need to make a complaint. On this page, we will show you how to properly contact BetUK customer care and detail all you need to know about the complaints procedure.
How to Contact BetUK Customer Service?
BetUK customer care is a mixed bag. On the one hand, agents are friendly and always willing to help, but on the other hand, there is no BetUK customer service number, so all complaints must be handled by email.
You can contact the sportsbook at [email protected]. For regular queries, you will receive a response within 24 hours, even when you make a complaint. If you only have a general question about how BetUK functions, the FAQ section is an excellent resource. It features dozens of pages of information covering payments, bonuses, and much more.
24/7 live chat is always a massive positive in favour of any betting site. However, while BetUK does have 24/7 contact, the waiting times can be a little long.
| Live Chat | 24/7 |
| [email protected] | |
| Phone | N/A |
How to make a complaint about BetUK
As mentioned, there is no BetUK customer care number, so all complaints go through the [email protected] email contact. This is not a problem and seems to be the standard procedure for modern online betting platforms. Besides, BetUK customer support says it responds to complaints within 24 hours.
It is a nice touch that BetUK details its complaints procedure in its FAQ, which is not something all betting sites do. We recommend reaching out to live chat first to see if your issue can be resolved quickly. If your complaint is more serious, follow the steps below:
- Contact [email protected] and make it clear you are making a complaint, the nature of the complaint, and all relevant information.
- Your complaint email should include exact details of what happened and dates, if possible.
- BetUK customer care will respond to you within 24 hours about the next steps. This could be discussing how the company will resolve your dispute or dismissing your complaint.
Legal and Adjudicative Recourse
If you feel that the complaint resolution set by BetUK is unfair, you will be given an email for the operator’s Complaints Specialist. A review will be conducted by the specialist, who will make a final decision on the outcome of your complaint.
In situations where you are unhappy with BetUK’s final decision, or there is no resolution within 8 weeks, you can contact an Alternative Dispute Resolution provider (ADR). This is an independent body that acts as an adjudicator and reaches a conclusion on your complaint. It could be in your favour or not.
BetUK uses IBAS (Independent Betting Adjudication Service) as its Alternative Dispute Resolution provider. Importantly, it is free to use the IBAS service, and the organization usually resolves disputes within 3 months.
Alternatively, going to the sportsbook’s regulator (the UK Gambling Commission) and making a formal complaint may lead to legal action. As this can be costly and time-consuming, this option should be a last resort.
Alternative Ways to File a Complaint Against BetUK
You may wish to pursue other courses of action, either to try to get a favourable response from BetUK customer support or to take your complaint even beyond an ADR. Below are other complaint options available, some formal and others more unconventional:
- Social Media: BetUK customer care is active on social media, with the site having X/Twitter, Facebook, Instagram, and YouTube pages. Leaving complaint messages on public social channels can sometimes spur customer support into action. At the minimum, it will warn others of the issue and potentially put doubt on BetUK.
- Intermediary Website: There are websites that perform a similar role to ADRs but less formally. They will act as an intermediary for the customer, contacting BetUK to reach a resolution. If the ranking website feels the betting site is being unfair, they will downgrade their rating and warn users about the site.
No matter which options you take during the complaint procedure, we recommend always being polite with BetUK customer care. It is also important to carefully self-assess the nature of your complaint before you start. Do you really have a legitimate grievance, or has your issue been caused by you breaking the terms and conditions of BetUK?
If you do have a genuine issue, we fully recommend following the proper complaint procedure as detailed above.
With over a decade of experience writing about sports, sports betting, and iGaming, Luke has witnessed the industry’s evolution first-hand. A fan of football, blackjack and live dealer games, Luke is always keeping an eye on the sports betting and iGaming scenes.