Terms and Conditions | K8

K8 Complaints Procedure

K8 Complaints Procedure

Once you join K8 the team will do everything they can to help you whilst you are with us. However, sometimes things don’t go as planned and a customer may have cause for complaint.

In these rare occasions, K8 has a complaints procedure which will ensure your grievance is resolved fully and agreeably within a reasonable timeframe.

Stage 1 - Making A Complaint

In the first instance, customers wishing to register a complaint must do so by contacting our Customer Support team via email or chat. Your complaint will be sent to the relevant department to be investigated and they will respond within 2 working days. If the complaint cannot be resolved at this stage, customers will be invited to procced to Stage 2. This will only happen in very rare cases. We always seek to resolve complaints internally, avoiding the need to progress beyond this stage.

Stage 2 - Escalation

On the rare occasion a customer to feels that their complaint was not fully and satisfactorily resolved, we ask customers to contact us in writing via complaints@k8casino.com. At this stage the complaint will be handled directly by the management, with a full response provided within 10 working days.

Stage 3 - UK Players Only - Alternative Dispute Resolution

Should we find ourselves unable to reach an agreeable resolution to a complaint, there is one final stage available to customers based in the UK. Once K8 management have personally reviewed the details of the complaint and confirmed their final response by email, this effectively ends our internal Complaints Procedure. Customers who remain dissatisfied have the right to refer the dispute to our Alternative Dispute Resolution (ADR) service which is held by IBAS (The Independent Betting Adjudication Service - http://www.ibas-uk.com) PO Box 62639, London EC3P, e-mail adjudication@ibas-uk.co.uk.