Licensed and regulated in Great Britain by the Gambling Commission · UKGC 11572 UKGC Account No. 11572 18+

Complaints

Something wrong? Put it on record.

A complaint is registered, acknowledged in writing, reviewed and answered in writing. If that does not settle it, an independent dispute resolution provider can look at it. Five steps, no small print.

The procedure

Every complaint goes through the same five steps, in this order.

  1. Submit Complaint

    Send it with the form below, from Support in your account, or by email to support@irishracingraceclubs.com with "Complaint" in the subject. Use the email address on your account so we can match it without asking.

  2. Complaint Registration

    We log the complaint with a reference and send you a written acknowledgement by email. From this point the complaint is on record, and the reference is the one to quote in any later message or at the dispute resolution stage.

  3. Review

    We check the account, the bet or transaction you refer to, the prices and result at the time, and the rules that applied. If we need something from you — a screenshot, a date, a document — we ask by email, and the review continues once we have it.

  4. Response

    We reply in writing with what we found, what we decided and why, referring to the Terms and Conditions or the Betting Rules where they apply. If we were wrong, we say so and put it right; if we cannot uphold the complaint, we explain the reason.

  5. Further Dispute Resolution

    If the complaint is not resolved within eight weeks of registration, or you are unhappy with our final response, you can refer it to an independent alternative dispute resolution (ADR) provider approved by the Gambling Commission. We confirm the provider's details in writing when a complaint reaches that stage; the service is free to you.

What to include

A complete complaint is reviewed faster, because we do not have to write back for the basics.

  • The email on your account — the one you registered with, so we can find the account.
  • A description of what happened, in your own words, and what you expected instead.
  • The date and time of the bet, payment or event, as closely as you can give it.
  • The bet ID or transaction reference, if there is one — both are shown in My Bets and Transaction History.
  • The outcome you want — a bet re-settled, a payment released, an explanation, a correction on the account.

Submit a complaint

The form goes to the same team as support, marked as a complaint by its subject. You get a written acknowledgement with a reference once it is registered.

Please repeat the bet ID or transaction reference inside the message as well, together with the date and time, so the review has everything in one place.

We use what you send only to register, review and answer the complaint, and to record it against your account. Do not include your password or full card number. See the Privacy Policy.

Independent dispute resolution

If a complaint is not resolved within eight weeks of registration, or you are unhappy with our final response, you can refer it to an independent alternative dispute resolution (ADR) provider approved by the Gambling Commission; we confirm the provider's details in writing when a complaint reaches that stage. Referral is free, and the provider looks at the dispute afresh, on the evidence from both sides.

You may also contact the Gambling Commission about how an operator is run. The Commission regulates operators and takes reports about their conduct, but it does not resolve individual disputes between a customer and an operator — that is what the ADR route is for.

Licensed and regulated in Great Britain by the Gambling Commission. Operator: Kiron Interactive (pty) Limited, UKGC Account No. 11572. Terms and Conditions · Betting Rules · Contact Us