Our aim is to provide a great gaming experience to all of our customers but we understand that sometimes things can go wrong. So if you aren’t happy with our products or services please tell us straight away so we can do our best to put things right.

Contact us

In the first instance, we ask that you get in touch with our Customer Support Team, the quickest way to do this is by live chat. To help us put things right quickly we will need to understand what happened and when, in addition to what you’d like us to do to resolve the complaint. 

What happens next 

If we can’t resolve your complaint immediately, we'll ask you to email your complaint to support@21.co.uk, which will be acknowledged within 24 hours and responded to as soon as possible.

If you are still unhappy 
 

If you are unhappy with the resolution offered, you will be asked to email our Complaints Specialist for a final review where you will be contacted with a final resolution.

Final stage
 

If you’ve received our final position or we haven’t been able to resolve your complaint within 8 weeks you have the right to contact an Alternative Dispute Resolution provider (ADR). We have appointed IBAS (Independent Betting Adjudication Service) as our Alternative Dispute Resolution provider and this service is free.

You may contact IBAS at PO Box 62639, London EC3P 3AS, UK, e-mail: ibasteam@ibas-uk.co.uk, phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/.

Our complaint contact details:
Email: support@21.co.uk 
Resolver:  https://www.resolver.co.uk/