If you know someone who suffers gambling-related issues and you wish to let us know, we encourage you to do so. Our customer support agents are always willing to hear what you have to say and are trained in handling cases of this nature.
However, it is important that you are aware of the fact that our agents are unable to discuss or divulge any information about our customers, due to legislation put in place to protect customer privacy.
We normally ask you to provide us with some form of photo identification (national identity card, driver's licence, etc.), a proof of your address (e.g. a recent utility bill, showing your name and address), and your relation to the person in question. Along with this, we ask you to provide us with a brief description of the situation and your concerns, as well as your contact details which will enable us to get back to you once we have looked into the matter.
Once we have received all of this information, we will escalate the case to our Responsible Gaming department, who will then carry out a thorough investigation into the case, keeping the information you have provided us with in mind. This department's main aim is to ensure that our customers play responsibly, so you can rest assured that they will handle the case with the utmost care.
We understand that it may be a sensitive topic to discuss, and it is for this reason that we would like to assure you that all our communications are kept strictly confidential. Feel free to contact us via Live Chat or email about any such cases and we will be glad to help!