MoPlay wants all our customers to have the very best experience. However, we understand that sometimes we may not meet your expectations. Our dedicated Solutions team are in the best position to deal with your complaint and should be your go-to place to resolve any issues.
For an immediate response, our Live Chat is the first place you should visit. The Solutions squad deal with all queries. Try them out for size here.
If you’ve chatted with our Solutions team and still remain dissatisfied, our Compliance Complaints Team can help. They will take an impartial review of your account.
You can contact our Compliance Complaints team directly by email here: firstname.lastname@example.org or post.
Compliance Complaints Team
7.01 World Trade Centre
Make sure you include your username along with the full details of your complaint. We’ll send you an acknowledgement of your complaint within 24 hours and get the investigation started. We’ll give you a phone call should we need to gather further information, so let us know when it is best for you.
Once we've reviewed your complaint, we'll let you know the outcome within three working days. If it's going to take longer, we'll let you know and keep you informed of our progress.
If you're not happy after we've responded to your complaint, or if it takes us more than eight weeks to respond, you may wish to refer the matter to alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it.
We have chosen two ADR providers whom you can contact to raise your complaint. You can submit a complaint for adjudication by contacting either of our ADR providers: (i) the Independent Betting Adjudication Service (IBAS) via the website www.ibas-uk.com or using their telephone number +44 207 347 5883 or (ii) eCOGRA using the form on their website at: https://www.ecogra.org/ata/policies_procedures.php. Our ADR providers will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.
We also work with Resolver, an independent and free to use complaints service. You can raise your complaint using their simple online process, and we’ll work with them to resolve it for you as quickly as possible.
To find out more about the way Resolver work and what they can help with, or to contact them, visit the Resolver website.