Bookie Group’s customer service advisors are available 24/7 via telephone on +356 3550 0220, email on [email protected] or online chat.
1. If You have a claim or a dispute with Bookie Group arising from a past or current transaction, please contact us in the ways indicated above.
2. 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.
3. 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.
4. If We are unable to settle your claim or dispute to your satisfaction, You can lodge a complaint with the Bookie nominated Alternative Dispute Resolution (ADR) entity. Bookie ADR entity is eCOGRA (e-Commerce Online Gambling Regulation and Assurance). eCOGRA is a leading independent and internationally approved organisation offering independent adjudication in relation to gambling disputes. Any complaint submitted to eCOGRA should be processed free of charge.
5. You may submit an Alternative Dispute Resolution ('ADR') form to eCOGRA here or reach out to eCOGRA directly at [email protected]
6. Please note that eCOGRA may refuse to process Your complaint should the dispute is deemed to be frivolous or vexatious, the dispute does not relate to the outcome of a gambling transaction (game results, betting results, account management, application of bonus offers or misleading terms and conditions), or if more than one year has passed since the conclusion of the Operator's internal complaints procedure. Further information can be found here.
7. The details of the Bookie nominated ADR entity are also held by the Malta Gaming Authority.