Complaints & Dispute Resolution

1. Overview

LuckyBetFinder.com is committed to providing excellent service and resolving any concerns you may have. This page outlines our complaints handling procedures and dispute resolution options for both website-related issues and casino-related problems.

1.1 Types of Complaints We Handle

• Website Issues: Technical problems, content accuracy, service quality
• Partnership Concerns: Affiliate relationship transparency, editorial independence
• Data Protection: Privacy, cookie consent, data handling
• Casino Referral Issues: Problems arising from casino recommendations
• Content Disputes: Accuracy of reviews, missing information

1.2 Casino-Specific Disputes

For issues directly with casino operators (deposits, withdrawals, bonuses, account problems), we provide guidance on resolution procedures and can help facilitate communication where appropriate.

2. How to Make a Complaint

2.1 Contact Methods

2.2 Information to Include

To help us resolve your complaint quickly, please provide:

• Your name and contact information
• Date and time of the issue
• Detailed description of the problem
• Screenshots or evidence where relevant
• Casino name (if casino-related)
• Your desired outcome
• Any previous correspondence about the issue

3. Our Complaint Resolution Process

3.1 Stage 1: Initial Response

• Acknowledgment: Within 2 business hours (urgent issues) or 24 hours (standard complaints)
• Reference Number: Unique tracking number assigned
• Initial Assessment: Complaint categorized and assigned to appropriate team
• Timeline: Expected resolution timeframe communicated

3.2 Stage 2: Investigation

• Thorough Review: All relevant facts and evidence examined
• Internal Consultation: Relevant departments involved as needed
• External Contact: Casino partners contacted if necessary
• Progress Updates: Regular communication if investigation is lengthy

3.3 Stage 3: Resolution

• Outcome Determination: Fair and reasonable resolution identified
• Detailed Response: Written explanation of findings and actions taken
• Implementation: Resolution actions put into effect
• Follow-up: Confirmation that resolution is satisfactory

4. Response Timeframes

4.1 Standard Timeframes

• Acknowledgment: 24 hours
• Simple Complaints: 5 business days
• Complex Complaints: 10 business days
• Casino-Related Issues: 15 business days (may require external coordination)
• Technical Issues: 3 business days

4.2 Expedited Handling

Priority given to:

• Data protection breaches
• Security concerns
• Financial loss issues
• Vulnerable customer concerns
• Regulatory compliance matters

4.3 Extension of Timeframes

Timeframes may be extended for:

• Complex multi-party issues
• Need for external expert input
• Regulatory investigation requirements
• Holiday periods
• Incomplete information requiring clarification

5. Casino Dispute Resolution

5.1 First Step: Direct Contact

For casino-related issues, first contact the casino directly:

• Use their customer support channels
• Keep records of all communications
• Allow reasonable time for response (typically 5-10 business days)
• Escalate within the casino's complaint structure if initial response is unsatisfactory

5.2 Our Role in Casino Disputes

If direct contact doesn't resolve the issue, we can:

• Review the complaint and advise on next steps
• Contact the casino on your behalf (where appropriate)
• Provide guidance on external dispute resolution options
• Document issues for future partner assessment
• Escalate to regulatory authorities if necessary

5.3 Information We Need for Casino Disputes

• Casino name and your account details
• Detailed description of the issue
• All correspondence with the casino
• Screenshots and transaction evidence
• Timeline of events
• Financial impact (if any)

6. External Dispute Resolution

6.1 IBAS (Independent Betting Adjudication Service)

For unresolved casino disputes:

• Website: ibas-uk.com
• Service: Free independent adjudication
• Coverage: Most UKGC-licensed operators
• Process: Formal investigation and binding decision
• Timeframe: Typically 6-8 weeks

6.2 UK Gambling Commission

For serious regulatory breaches:

• Website: gamblingcommission.gov.uk
• Role: Regulatory enforcement and consumer protection
• When to Contact: License breaches, unfair practices, failure to follow IBAS decisions
• Process: Investigation and potential enforcement action

6.3 Financial Ombudsman Service

For payment-related disputes:

• Website: financial-ombudsman.org.uk
• Coverage: Payment processing issues, card disputes
• Service: Free for consumers
• Process: Formal investigation and binding decision

7. Alternative Dispute Resolution (ADR)

7.1 Our ADR Provider

For unresolved complaints about our service:

• Provider: [Name of your ADR provider]
• Website: [ADR provider website]
• Cost: Free for consumers
• Binding: Decisions are binding on us but not on you

7.2 When to Use ADR

• Our internal complaint process has been exhausted
• You remain unsatisfied with our response
• The issue is within ADR scope
• You wish an independent review

7.3 ADR Process

1. Submit complaint to ADR provider
2. ADR provider contacts us for our response
3. Independent review of all evidence
4. Binding decision issued
5. Implementation of ADR decision

8. Complaint Categories and Examples

8.1 Website Service Issues

• Site functionality problems
• Incorrect or outdated information
• Newsletter subscription issues
• Contact form problems
• Mobile compatibility issues

8.2 Editorial and Content Disputes

• Factual errors in casino reviews
• Bias or unfair representation
• Missing important information
• Outdated bonus terms
• Incomplete casino assessments

8.3 Privacy and Data Protection

• Unauthorized data collection
• Cookie consent issues
• Data subject rights requests
• Marketing consent problems
• Data sharing concerns

8.4 Partnership and Transparency

• Inadequate affiliate disclosure
• Concerns about editorial independence
• Misleading promotional content
• Questions about partner selection

9. Resolution Outcomes

9.1 Possible Resolutions

• Apology: Written apology for service failures
• Correction: Fixing errors or updating information
• Compensation: Financial redress where appropriate
• Process Improvement: Changes to prevent similar issues
• Partner Action: Escalation to casino partners
• Policy Updates: Changes to our policies or procedures

9.2 When Complaints Are Not Upheld

If we cannot uphold your complaint:

• Clear explanation of our reasoning
• Details of external resolution options
• Information about ADR procedures
• Right to escalate to regulatory authorities

10. Learning and Improvement

10.1 Complaint Analysis

• Monthly review of complaint trends
• Root cause analysis for recurring issues
• Identification of service improvement opportunities
• Feedback integration into business processes

10.2 Process Improvements

• Regular update of complaint handling procedures
• Staff training on complaint resolution
• Technology improvements for better service
• Partner relationship enhancements

10.3 Transparency Reporting

• Annual complaint summary reports
• Service improvement communications
• Stakeholder feedback integration
• Public accountability measures

11. Special Considerations

11.1 Vulnerable Customers

• Enhanced support for vulnerable complainants
• Simplified complaint procedures where appropriate
• Additional time allowances for responses
• Referral to support services when relevant
• Sensitivity in communication approach

11.2 Language and Accessibility

• Clear, jargon-free communication
• Alternative format documents available
• Interpretation services where possible
• Accessible complaint submission methods

12. Contact Information Summary

12.1 Our Contact Details

• General Complaints: [email protected]
• Urgent Issues: [email protected]
• Data Protection: [email protected]
• Editorial Issues: [email protected]
• Technical Support: [email protected]
• Postal Address: [Your registered business address]

12.2 External Resolution Services

• IBAS: ibas-uk.com
• UK Gambling Commission: gamblingcommission.gov.uk
• Financial Ombudsman: financial-ombudsman.org.uk
• Our ADR Provider: [Provider contact details]