Complaints
If something has gone wrong, tell us. Here's how we handle complaints and what you can do if we can't agree.
How to complain
Send your complaint in writing, in any of these ways:
- email support@voodoslots.com with "Complaint" in the subject line;
- use the contact form and put "Complaint" in the subject;
- if you're logged in, use Support in My Account and choose the Complaint topic.
Anyone can complain, including people who don't have an account, for example about marketing they received.
What to include
- your name and the email address on your account;
- what happened and when, as clearly as you can;
- the game name, round time or transaction reference, if it's relevant;
- screenshots, if you have them;
- what you would like us to do to put it right.
What happens next
- We acknowledge your complaint by email, normally within 2 working days.
- We investigate. A member of the team who wasn't involved looks at your account records, game logs and payment data. We may ask you for more information.
- We send our final response in writing within 8 weeks of receiving your complaint, explaining what we found and what we will do.
Most complaints are resolved much sooner. If we need longer for any stage, we'll tell you why.
If you're not happy with our answer
If you disagree with our final response, or we haven't sent one within 8 weeks, you can refer your complaint to our Alternative Dispute Resolution provider:
Independent Betting Adjudication Service (IBAS), ibas-uk.com. IBAS is independent of us and its service is free for you. It will review the complaint and give a decision.
You need to contact IBAS within 12 months of our final response.
Other routes
- Data protection: complaints about personal data can go to our Privacy Officer at privacy@voodoslots.com, and then to the Information Commissioner's Office.
- The Gambling Commission doesn't decide individual disputes, but you can tell it if you think we've broken our licence conditions, at gamblingcommission.gov.uk.