Contact & Complaints

Complaints procedure

If something has gone wrong, we want to put it right. A complaint is any expression of dissatisfaction with our service, a game, a payment or a decision we've made about your account.

1. Tell us. Use the form above and choose "Complaint", or email support@bingocrazy.co. Include your account username or registered email, the date of the issue, a description of what happened, any relevant transaction or game reference, and what you'd like us to do.
2. We acknowledge it. You'll get a reference number straight away and a reply from our support team within 2 working days.
3. Review. If support can't resolve it, a senior member of the team reviews the case, including game logs and transaction records.
4. Final response. We investigate fairly, openly and promptly, and will send you our written final response within eight weeks of receiving your complaint, unless a delay is caused by missing information we reasonably need to investigate it.
5. Independent review. If we can't resolve a dispute about a gambling transaction to your satisfaction, you can refer it free of charge to our approved alternative dispute resolution provider, the Independent Betting Adjudication Service (IBAS). You don't have to wait eight weeks: you can go to IBAS as soon as you receive our final response or deadlock letter.

Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS. https://www.ibas-uk.com/

You can also let the Gambling Commission know about your experience, though the Commission does not resolve individual complaints. Nothing in our complaints procedure restricts your right to bring proceedings before a court of competent jurisdiction.