Dabble Sports UK Ltd (“Dabble”, “we” or “us”)
This is v1.0 and was last updated on the 23rd May, 2025.
1. Introduction
1.1. Dabble is committed to providing all Dabblers with a 6-star experience. If you
feel that Dabble has not provided a quality product or a high level of service,
or you are dissatisfied in any way, we would like to address this and reach a
suitable outcome for all.
1.2. As a minimum, Dabble wants to provide all customers and users with:
• Easy and transparent access to mechanisms for dealing with complaints;
• A complaints process that is timely, courteous and fair (for example, we
will email you back within 48 hours with an indication of how long we
expect it will take to resolve the issue); and
• Confidence that their complaint will be managed professionally and
confidentially.
2. How to make a complaint
2.1. The easiest way to lodge a complaint is to email at [email protected].
This mailbox is constantly monitored and our Customer Support team will pick
up your complaint and respond within a maximum of 48 hours.
3. What information to include?
3.1.To assist Dabble to address your complaint as efficiently as possible, please
provide the following information:
• Your name, date of birth and Dabble account name (if different);
• The date of the incident (and the date you became aware of the incident);
• Details of the bet, transaction or service in question (e.g. the event or bet
type);
• Your preferred resolution;
• Any evidence that you can show, such as screenshots or a video of the
incident that have occurred; and
• Any other information you have that you believe may be relevant to the
complaint.
3.2. Note that you may be asked follow-up security questions to distinguish you
from other Dabble accountholders with the same or similar name / details.
4. The complaints process
4.1. Our complaints procedure is divided into two stages. The first stage is our
internal complaints process, detailed in section 5 below (Internal Process).
4.2. If the Internal Process does not resolve the complaint to the satisfaction of the
customer and Dabble, it can progress to the external complaints process,
which includes alternative dispute resolution steps, detailed in section 6 below
(External Process).
5. Internal Process
5.1. Complaints are provided to the Customer Support Team (CS Team) as soon
as possible upon receipt from the customer. The CS Team will investigate the
complaint, review the information provided by the customer, and provide an
initial response within 48 hours.
5.2. The initial response to the customer may be an acknowledgement of receipt
and provide guidance on how long the CS Team expects it might take for the
issue to be fully investigated and responded to.
5.3. The first member of the CS Team who reviews/investigates the complaint may
be able to make a determination and communicate this to the customer,
including any proposed resolution(s).
5.4. If the first member of the CS Team who reviews/investigates the complaint: (a)
makes a determination that is then disputed by the customer; or (b) cannot
reach a determination or otherwise resolve the matter – then the complaint will
be escalated to a senior CS manager,
5.5. The CS manager works to an internal target of resolving/closing all escalated
complaints within 10 business days. However, there are times where this is
not possible and should an extension be required in this regard, this will not
be longer than 8 weeks (from the date the complaint is first submitted) and will
be communicated to the customer.
5.6. If, within that 8-week period, Dabble is unable to resolve the complaint, the
complaint process has ended without resolution, Dabble has reached a
deadlock with the customer, or the customer has not responded (or stops
responding) to Dabble’s communications about the matter, we will write to the
customer with a final response to explain the final decision and noting that this
is the end of the Internal Process. This final response will include information
on how the customer can escalate their complaint to the External Process if
they wish to do so.
6. External Process
6.1. When a customer complaint is not resolved under section 5 above and the
customer has received a final response from Dabble in accordance with
section 5.6 above, the customer has the right to use the External Process set
out in this section 6.
6.2. We have nominated the Independent Betting Adjudication Service (IBAS)
(https://ibas-uk.com/) as our preferred alternative dispute resolution (ADR)
partner. Note that we are required to notify the UKGC of any change in the
identity of our ADR partner, including where we temporarily use an ADR entity
that is different from the ADR partner named in this section.
6.3. For clarity, Dabble’s secondary choice of ADR partner is the Centre for
Effective Dispute Resolution (https://www.cedr.com).
6.4. A customer may request to use an ADR provider other than the partners
named above, and we may agree to use such another provider. However,
please note that if your chosen ADR provider is not approved by the UKGC,
there are risks associated with using an unapproved ADR provider. For
example, unapproved providers are not bound by certain requirements of ADR
regulations, which require them to act in a fair, transparent, and open manner.
You may choose to use our named approved ADR provider even if you have
already commenced a claim with an unapproved ADR provider.
6.5. There is no charge to you for referring your unresolved complaint to our ADR
partner. The ADR partner is able to consider all unresolved complaints relating
to the outcome of your gambling transaction, including account management
issues, matters relating to your ability to withdraw funds or winnings and the
application of any promotional or bonus offers.
6.6. It is the customer’s decision to use the External Process. Dabble is not
obliged to contact the ADR partner or instigate a referral. If the customer
choses to use the External Process and lodge a claim with the ADR partner,
then Dabble will be notified of such by the ADR partner and obliged to
respond / participate in the ADR process.
6.7. Customers can raise their unresolved complaints with IBAS by contacting:
• Telephone: 020 7347 5883
• Address: PO Box 62639, London, EC3P 3AS
• E-mail: [email protected]
• Website: http://www.ibas-uk.com
6.8. The adjudication form can be found on the IBAS website in this section here:
6.9. To formalise your complaint with IBAS you will need to register an account
with IBAS. Once your account has been verified, select 'MAKE A CLAIM' from
the 'CONSUMERS' drop-down menu.
6.10. A “DO I HAVE A CLAIM?” assessment form can also be found on the IBAS
website in this section here: https://ibas-uk.com/claims-wizard/
6.11. When you complete an online or written adjudication form, IBAS will ask you
to explain:
• What you did, when, and how you did it;
• What you expected the outcome to be;
• Why you expected that outcome;
• What the actual outcome was; and
• Why you were told that was the case.
6.12. More information on IBAS can be found on the IBAS website using the link
above.
6.13. Dabble aims to respond to requests for information from IBAS about the
dispute within 10 business days of receiving the request, unless otherwise
directed by IBAS.
6.14. IBAS (or the equivalent ADR partner) will then assess the dispute, including
the response from Dabble and any supporting information supplied in
connection with the claim. They may also invite the customer to submit further
details or respond to specific questions before making a ruling.
7. Timing of complaint
7.1. Please note that if you choose to make a complaint about any aspect of our
services, we encourage you do so as soon as possible and, in any event, no
more than 6 months from the date of the incident or cause of the complaint.
8. Training and recordkeeping
8.1. Our CS Team receive training in how to handle customer complaints in
accordance with this policy when the join Dabble and refresher training
annually. Training ensures that team members can:
• Identify and distinguish different types of complaints and their validity;
• Action a complaint in accordance with the policy; and
• Refer an unresolved complaint to the External Process when required.
8.2. We keep a record of all customer complaints and disputes. These records are
kept on a secure platform and are logged/updated as the complaint is being
reviewed at each stage of the Internal Process and, if applicable, the External
Process.
8.3. We are required to provide the UKGC with the number of formal complaints
we receive, as well as the number of disputes that we are aware have been
referred to an ADR entity.
8.4. Dabble retains a recording of all telephone calls with customers when they are
requesting customer support, making a complaint or making a query regarding
their betting account. Where a dispute occurs which cannot be resolved
between you and Dabble, you agree that the recording(s) and any records of
your transactions may be made available to the ADR adjudicator of the
dispute to enable the dispute to be determined. All records of voice recordings
will be securely retained by us in accordance with our privacy obligations for
regulatory purposes.
9. General Provisions
9.1. The General Manager (Customer Ops) ensures that this policy is reviewed
and revised appropriately to ensure that Dabble’s complaints procedures
remain effective, taking into account any learning or guidelines published by
the UKGC.
9.2. This complaints policy does not restrict a customer’s right to bring
proceedings against Dabble in any court of competent jurisdiction. Similarly,
Dabble is not prevented from bringing or defending legal proceedings as a result of this policy