The Customer Care and Player Dispute Resolution (CCDR) Program allows Players the opportunity to seek assistance if they feel they have not been provided with the service, answers, or resolution they seek.
We strive to provide our Players with high-quality customer support and hope that no Player dispute ever requires escalation.
Service Levels:
BetUnited has established general guidelines regarding the length of time players may wait to speak with our agents. To ensure you wait no longer than necessary, we have implemented expected wait times for both chat and email. Our service level goals are:
Email: First Response within 2 hours, with an expected resolution within forty-eight (48) hours, unless otherwise specified or additional investigation is required.
Chat: 15 minutes or less expectation for first contact. Continued assistance until the Player is confident with the response. If required, a response via email may be sent to the Player after resolution of the issue. This will only be utilized if the agent does not have the capability to fully assist the Player during the chat interaction. BetUnited maintains a forty-eight (48) hour expected resolution timeframe for these matters.
Dispute Process:
We strive to provide fair, transparent, and timely resolution of all Player concerns. With that in mind, and with the understanding that some matters may require additional review, BetUnited follows the Customer Care and Player Dispute Resolution (CCDR) Process outlined below.
iGaming Ontario (iGO) provides information designed to assist Players with the dispute process in situations where: (a) the Player is not satisfied with the outcome of the dispute review, or (b) the dispute resolution is taking longer than expected.
Please follow these guidelines when submitting a dispute involving BetUnited:
• Contact BetUnited with your dispute. Please clearly explain, in detail, the issue or problem you are experiencing. The more information provided, the better we will be able to investigate and assist.
• If there are any previous tickets, email threads, or prior communications related to the matter, please include the applicable ticket number(s) or correspondence.
• Provide your preferred method of contact for follow-up communication.
Our support department will review the information provided and make a determination based on:
1. Previous conversations with the Player;
2. Details contained within the Player account, including deposits, withdrawals, wagers, bonuses, or gameplay activity;
3. Internal system records and transaction history; and
4. Any other pertinent information required to investigate the matter.
• Where appropriate, the dispute will be forwarded to the Customer Service Operations Manager for further review and determination.
• During the review process, BetUnited may contact the Player to request additional information or clarification required to complete the investigation.
• Once the review has been completed, the final determination and any applicable resolution will be communicated to the Player, and details may be used during any resolution claim with iGO.
• Players are required to reasonably exhaust Bet United’s internal CCDR process prior to escalating a complaint or dispute to iGO.
• If a Player is not satisfied with the resolution provided by BetUnited, the Player may submit the matter to iGO for further review at the link below. https://www.igamingontario.ca/en/player/player-support
• When submitting a claim to iGO, the Player should provide:
1. The original complaint submitted to BetUnited;
2. The response and/or proposed resolution provided by BetUnited; and
3. Any supporting documentation relevant to the dispute.
Collection and Use of Player Information:
Player information may be shared with regulatory authorities, including iGO, the Alcohol and Gaming Commission of Ontario (AGCO), or law enforcement agencies where required by law, regulatory obligation, lawful investigation, or jurisdictional reporting requirements.
Player information may include personally identifiable information (PII), account information, transaction history, gameplay activity, communications, and other relevant records maintained within BetUnited systems.
All information collected and processed through the CCDR process will be handled in accordance with BetUnited’s Privacy Policy, Terms and Conditions, and applicable regulatory requirements.
If you or someone you know has a gambling problem, contact ConnexOntario 24 hours a day, 7 days a week:
Phone: 1-866-531-2600
Text: 247247