Complaints & Disputes

If something has gone wrong, tell us - most issues are settled the same day. This page sets out the route a complaint takes at XOXO Gaming and how long each step should take.

Step one - support

Contact live chat or email with your username and, where it helps, the bet or transaction reference. You will get an acknowledgement immediately and a substantive answer within 24 hours.

Step two - escalation

If that answer does not resolve it, ask for the complaint to be escalated. A manager who was not involved in the original decision reviews the case and responds within eight days with our final position.

Step three - independent review

If you remain unsatisfied after our final response, you may refer the dispute free of charge to the independent adjudication body named on our licence. We are bound by its decision.

What we record

Every complaint is logged with its substance, its handling and its outcome, and that log is available to our regulator on request.