If you are not happy with the service or product provided you can raise your query by email at: complaints@betmatch.co.za
We aim to provide you with a substantive response to your complaint as soon as practically possible and seek to resolve your complaint within 21 business days from the date we receive the complaint.
A customer service representative will log your email/message, investigate the enquiry and respond to it. If your concern is not resolved at this stage, they can escalate the complaint by referring the matter to the Customer Services Manager by emailing: disputes@betmatch.co.za
We aim to keep you informed throughout the process. On receipt of your complaint, we shall write to or email them to acknowledge that we have received your complaint, as well as confirm the particulars of your complaint and provide you with a copy of this procedure.
The Customer Service Managers’ response represents the final stage of the internal complaints procedure. In the case of a complaint which relates to the outcome of a gambling transaction, you will be notified that if they still remain dissatisfied with that decision you have the right to refer their dispute to an Alternate Dispute Resolution entity, whose details are:
- In relation to customers that are resident in South Africa:
The National Gambling Board;
In the event that your complaint remains unresolved following our internal process, you may refer the matter to the relevant Provincial Licensing Authority (PLA) under which Betmatch is licensed to the National Gambling Board. Contact details are available at www.ngb.org.za - The National Gambling Board will deal with all complaints that are of a nature and subject matter for which it has competence in accordance with its complaints process.