Complaints Procedure

Stakers Group’s customer service advisors are available 24/7 via telephone on +356 3550 0220, email on support@stakers.com or online chat. 

For non-GB players, the following complaints procedure shall be adhered to:
a) If You have a claim or a dispute with Stakers Group arising from a past or current transaction, please contact us in the ways indicated above. 
b) We will endeavour to  resolve all disputes within eight (8) weeks from the date we receive the complaint. Depending on the complexity of the complaint, our investigation may take longer than eight (8) weeks to resolve. We will ensure that we write to you within eight (8) weeks of the date we receive your complaint with either a final response or an update of the position explaining why we are not in a position to provide a final response, and when we expect to be in a position to do so.
c) We aim to keep You informed throughout the process. On receipt of Your complaint we will email You within forty-eight (48) hours and acknowledge that we have received Your complaint, will confirm the particulars of Your complaint and provide You with a copy of this procedure.
d) If We are unable to settle your claim or dispute to your satisfaction, You can lodge a complaint with the Malta Gaming Authority  through the official online complaints portal found at: www.mga.org.mt/support/online-gaming-support/ 

For GB players, the following complaints procedure shall be adhered to:

a) If You have a complaint with Stakers Group arising from a past or current transaction, You should initially contact Customer Services by emailing customer support using the details above – this shall be considered as the initial stage of the complaints procedure.  Please note that if the complaint relates to the general conduct of licensed activities other than a complaint relating to a gambling transaction, then this regulatory complaint should be raised directly with the regulator of Stakers in Great Britain which is the Gambling Commission whose contact details can be found at http://www.gamblingcommission.gov.uk/about/Contact-us/Contact-us.aspx.
b) A complaint will be considered and determined by the Stakers customer service support team in accordance with the complaints procedure found in this policy.
c) During the internal complaints procedure all correspondence including telephone calls and live chat messages may be recorded. If the contents of these communications are disputed we will consult these records and they may be key to the ultimate decision.
d) We aim to provide You with a substantive response to Your complaint as soon as practically possible and seek to resolve Your complaint within eight (8) weeks from the date we receive the complaint. Depending on the complexity of the complaint, our investigation may take longer than eight (8) weeks to resolve. We will ensure that we write to You within eight (8) weeks of the date we receive Your complaint or dispute with either a final response or an update of the position explaining why we are not in a position to provide a final response, and when we expect to be in a position to do so.
e) We aim to keep You informed throughout the process. On receipt of Your complaint we will email You and acknowledge that we have received Your complaint, will confirm the particulars of Your complaint and provide You with a copy of this procedure.
f) Stakers will provide a final written response to Your compliant by e-mail with a complaint reference number.  This will represent the final stage of the internal Stakers complaints and disputes procedure. 
g) If You still remain dissatisfied with that decision you have the right to refer Your complaint to Stakers nominated Alternative Dispute Resolution (ADR) entity to consider it.  Stakers ADR entity is IBAS (Independent Betting Adjudication Service). IBAS is a third party organisation offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their services.
h) You may submit an adjudication form to IBAS here https://www.ibas-uk.com/consumers/how-to-raise-a-dispute/ or contact IBAS at adjudication@ibas-uk.co.uk.
i) Please note that IBAS does not deal with regulatory complaints, complaints about customer service, allegations of fixing or cheating, social responsibility issues or complaints about bets that were never processed, refused or accounts that were restricted or closed.  Further information can be found here https://www.ibas-uk.com/how-ibas-works/what-ibas-does-not-cover/ 
g) The details of the Stakers nominated ADR entity is also held by the Gambling Commission.

The ADR entity reserves the right to reject disputes referred for resolution on the basis that they are frivolous or vexatious but Stakers is not permitted to refuse referral on that basis. The ultimate resolution may be made binding on both parties but would not deprive You of the right to pursue the matter in the courts.