COMPLAINTS

22. What to do if there is a problem with the services.

Simply put

We hope you will enjoy your experience with us but if you have any complaints about our services, you can raise this with our Customer Services Team who will escalate if necessary. You will need to follow the steps set out here for any complaints.

22.1. If you have a complaint, you should contact our Customer Services Team. If you have a complaint relating to any service that we offer on our websites or apps, your first step should be to contact our Customer Services Team as soon as reasonably practicable and give them details of your complaint. This will be escalated as necessary to the required department based on the nature of the query until the query has been resolved. We have set out below the escalation process so you can understand how this works.

22.2. STEP 1: CUSTOMER SERVICE REVIEW. You should contact our Customer Services Team setting out details of the complaint. You should do this as soon as possible after your issue arises and in any event within 12 months. You can do this using any one of the following methods:

the message us function on the BV Website;
message us on X; or
email at resolution-on@betvictor.com.

You will receive an automated response with receipt of the complaint or dispute. The relevant department will then review the complaint or dispute internally and respond to you fully within 14 days.

22.3. STEP 2: DEPARTMENT MANAGEMENT TEAM REVIEW. If you are unhappy with the response we have provided you in step 1, you can request that the Department Manager reviews the original outcome of the complaint/dispute. If you want to escalate to this step 2, you should contact us via email at DepartmentManagement.ontario@betvictor.com and mark the email “Step 2 Complaint Management Review”. Our Department Management Team will then respond to you within 14 days of your email.

22.4. STEP 3: CUSTOMER RELATIONS REVIEW. If you are still dissatisfied with the response provided under steps 1 and 2, you can request that the Customer Relations Team reviews the original outcome of the complaint / dispute. To escalate to this step 3, you should email CustomerRelations.ontario@betvictor.com and mark the email “Step 3 Customer Relations Review”. Our Customer Relations Team will respond to you within 14 days of your email.

22.5. Please note that complaints to step 3 will only be reviewed after you have correctly followed steps 1 and 2 of the process. If you use the step 3 email address without having followed steps 1 and 2, your complaint will be referred back to the initial investigation stage (step 1).

22.6. The whole process from step 1 to 3 should take no longer than 8 weeks from when we first receive your complaint. If at any time you don’t respond to a reasonable request for information, we might “stop the clock” until you do respond, at which point it will be restarted.

If we haven’t been able to reach any agreement with you within those 8 weeks, or if we believe we have come to a deadlock or final position, then our Director of Customer Services will issue you with a final letter which will set out:

(a) our final decision;

(b) confirmation that steps 1, 2 and 3 have been exhausted; and

You should only escalate externally to step 4 after either (i) you have received the final letter referred to above or (ii) if we haven’t completed steps 1 to 3 within the 8-week timeframe.

22.7. STEP 4: CONTACT iGaming Ontario. We always aim to resolve complaints or disputes internally, but there might be instances where we cannot come to an agreeable solution. If you are still unhappy with the result after having gone through steps 1 to 3 above, you may refer your complaint or dispute to iGaming Ontario

23. What to do if you have a regulatory complaint.

Simply put

All our services are provided in accordance with the strictest licensing conditions, and we review them on a regular basis. We take any regulatory complaints extremely seriously and these can be escalated to the regulator if necessary.

23.1. If your complaint does not relate to sports bets and/or casino wagers placed on our website but instead relates to our compliance with our licensing conditions within the last 12 months, then you should follow the below process. Steps 1 to 3 mirror the process for complaints about our services so we would refer you to the relevant paragraphs above which contain contact details and full details of each step. Once you have reached step 3, you will then be able to contact the Alcohol and Gaming Commission of Ontario directly.

23.2. STEP 1: CUSTOMER SERVICE REVIEW. You should follow the same process as set out in paragraph 22.2 above.

23.3. STEP 2: DEPARTMENT MANAGEMENT TEAM REVIEW. You should follow the same process as set out in paragraph 22.3 above.

23.4. STEP 3: DIRECTOR OF CUSTOMER SERVICES REVIEW. You should follow the same process as set out in paragraph 22.4 above.

23.5. STEP 4: CONTACT AGCO. You should now finally contact the AGCO, stating that you have a “regulatory complaint against BV (Canada) Limited”.