1.1 At Novibet we pride ourselves on providing an exceptional level of Customer Support. Whatever the problem, our dedicated support team is ready and waiting to address the issue as quickly and efficiently as possible. Should a problem arise then simply follow the below steps and it will soon be remedied.
1.2 Receipt and Recording of Complaints
1.2.1 Customers may make Complaints using any of the following methods:
- In writing, addressed to Novigroup Limited, at the registered address of Clinch’s House, Lord Street, Douglas, Isle of Man, IM99 1RZ;
- By email, addressed to Support team, at [email protected];
- By live chat, located on the company’s website within the customer support page;
1.2.2 All Complaints shall be acknowledged in writing within one (1) business day of receipt. The acknowledgement shall inform the Customer of their Complaint Reference, by whom their Complaint is to be handled. Please note that we have 8 weeks to investigate your complaint and issue our final decision.
1.2.3 Once a final decision has been made, a notification to you will be sent to your preferred method of contact. Only once Novigroup Limited’s full complaints handling procedure has been followed and completed, can you seek external resolution from an Alternative Dispute Resolution entity (“ADR”).
1.3 External Resolution
1.3.1 As Novigroup Limited is regulated by the UK Gambling Commission, all Customers have the right to seek External Resolution of Disputes by an external ADR. The Independent Betting Adjudication Service (www.ibas-uk.com) will act as the ADR for Novigroup Limited in respect of all players and not in its capacity as a regulator. The ADR can be contacted by email at [email protected] and contacting the ADR is free of charge for all customers. The UK Gambling Commission will not handle any complaints in accordance with Novigroup Limited Complaints Handling Policy. The nominated ADR will act as an ADR in respect of all players only and will require contact with Novigroup Limited and may require access to documents and information pertaining to a Complaint in the event that a Customer refers their Complaint for External Resolution. Any and all such interactions between the ADR and Novigroup Limited shall take place via the Nominated Officer. Any and all requests made by the ADR for evidence or information, whether written or oral, shall be answered within five (5) business days, subject to the approval and authorisation of the Nominated Officer who shall ensure that said request is reasonable and pertinent given the nature of the Complaint.
Customers may also raise a dispute via the European Online Dispute Resolution (ODR) platform via the following link https://ec.europa.eu/consumers/odr/