Dispute Resolution
Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.
You can contact the Customer Services (CS) team via Live Messenger or by sending a direct message on the official Pro Bet Insight Pty Limited Facebook channel or the “Pro Bet Insight Pty LimitedCS” Twitter page, where you will be able to discuss your query or issue with one of our CS Agents.
If, after raising your issue with our CS teams, you still remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Complaints team.
The outcome of any issue shall be communicated to you within 10 days from the date on which the complaint was received. In certain cases, for UK Customers, this response time may be extended up to 8 weeks at our discretion. If you remain dissatisfied with the final outcome, you may escalate the dispute using the approved process below.
UK Registered Customer Complaints and Disputes
This section applies to all UK-registered customers and covers disputes related to the use of our betting and gaming services — including concerns regarding the safety, fairness, or transparency of our operations.
If you remain dissatisfied after receiving the outcome of our internal investigation and wish to pursue the matter further, you may submit your complaint to the Independent Betting Adjudication Service (IBAS).
IBAS is an impartial third-party adjudicator that reviews betting and gaming disputes. There is no cost to use this service. To escalate your complaint, you must first request a Deadlock Email from our Customer Champion team. This document will summarise the issue and include a unique reference number required by IBAS.
Once you’ve received your Deadlock Email, you can submit your dispute directly to IBAS via their official platform. More information is available on the IBAS website.
Non-UK Registered Customer Complaints (Excluding Australasian Customers)
If you are a non-UK customer (excluding Australasia) and you remain dissatisfied with the outcome of our internal investigation, you may choose to escalate your complaint to eCOGRA.
eCOGRA (eCommerce and Online Gaming Regulation and Assurance) is a third-party organisation that provides independent dispute resolution services for betting and gaming complaints. There is no fee for using eCOGRA's services.
To begin the process, please request a Deadlock Email from our Customer Champion team. This document includes a detailed overview of your complaint and a unique reference number that must be quoted in your submission to eCOGRA.
You may also use the European Commission’s Online Dispute Resolution (ODR) platform. However, please be aware that submissions via this channel may be redirected to eCOGRA, which could lengthen the processing time.
In cases involving concerns about the legality, fairness, or safety of our services, you may alternatively contact the Malta Gaming Authority (MGA) for further investigation. This option is available to non-UK customers only.
Australasian Customers
If you are an Australasian customer and have submitted a complaint or dispute to Pro Bet Insight Pty Limited but remain unsatisfied with the resolution, you have the right to escalate the matter to a formal regulatory body.
For customers located in Australia, disputes may be lodged with the Northern Territory Racing and Wagering Commission (NTRWC). The Commission provides oversight for licensed betting operators and offers an official channel for consumers to raise concerns regarding betting practices.
To initiate this process, you can complete and submit the official Gambling Dispute Form available on the Northern Territory Government website.
Pro Bet Insight Pty Limited is fully licensed and regulated under Australian law and complies with all applicable wagering rules and consumer protections. We encourage customers to use the official channels above if additional resolution is required.
Alternative Dispute Resolution (ADR) Rulings
Once a complaint has been formally reviewed by an approved ADR body such as IBAS or eCOGRA, a written ruling will be issued based on the evidence provided by both the customer and Pro Bet Insight Pty Limited.
ADR rulings are not legally binding on the customer. You may still choose to pursue the matter independently through legal or judicial avenues regardless of the outcome. However, for Pro Bet Insight Pty Limited, ADR rulings are considered binding up to the value of £10,000 for UK customers and €5,000 for non-UK customers.
For disputes where the claim exceeds these limits, both the customer and Pro Bet Insight Pty Limited retain the right to seek resolution through the courts.
If the ruling is made in the customer’s favour, our Customer Services team will reach out to confirm acceptance of the proposed outcome. No payment or credit will be processed until customer acceptance is confirmed in writing.
Once payment has been completed and both parties have accepted the ADR ruling, the matter will be considered fully resolved. Pro Bet Insight Pty Limited will not reopen or reinvestigate the complaint unless legally required to do so.
Version Control & Review
This dispute resolution policy is reviewed regularly to ensure continued compliance with Australian, UK, and international regulatory standards. Any material changes will be published on this page with a revised version number and effective date.
We encourage all users to review this page periodically and retain a copy of the current version for reference. For any questions regarding this policy, you may contact our support or compliance teams via the details provided on the Contact Us page.
Version: 01/25
Effective Date: 7 April 2025