Complaint Procedure
Betathlon Limited handles any complaints from customers who bet at its authorized betting shops (Class A) according to point “1.16. REQUESTS - CLARIFICATIONS - COMPLAINTS - BETTING DISPUTES” of the Company’s General Regulations, as explained below. For further information on how we handle such complaints regarding our online betting website (Class B), please find our Complaints Policy here.
For any requests/clarifications regarding the recording of a specific Bet, Customers should contact the Agent of the Company where the specific Bet was recorded. The Agent of the Company has the absolute responsibility to record the Customer’s Bet and the Company shall not be liable if the Customer's Bet has not been recorded in the Bet acceptance system in the manner indicated by the Customer to the Agent.
For any complaint/betting dispute the Customer shall communicate with our Company and specifically with the Complaints Department, where he will receive detailed explanations (also verbally) regarding the procedure in which a complaint can be submitted and examined. The procedure is as follows:
a) the Customer must disclose and deliver his data to the Company which will be used for correspondence regarding his complaint/Bet dispute. Provided that if necessary or required, such data may also be used in accordance with Regulation 2.8. PERSONAL DATA.
b) the Customer must formulate his complaint/Bet dispute by setting out the necessary details by filling in the relevant complaint form and sending it to the headquarters of the Company either in person or electronically, within 31 days from the completion of the event concerning his complaint. Customers will automatically receive a copy of their complaint. The Customer will also be informed about the control systems applied by the Company in order to avoid an unauthorized or unwanted disclosure of data or information related to his complaint/Bet dispute.
c) the Company will process the complaint/Bet dispute and will inform the Customer about the decision of the Company within ten days from the receipt of the complaint/Bet dispute.
Where the specific complaint/Bet dispute cannot be resolved by mutual consent, it will then be referred to arbitration under the Arbitration Law, Cap. 4 of the Republic of Cyprus unless the Betting legislation applicable in Cyprus or the regulations issued by the National Betting Authority indicate any other dispute resolution process which will prevail over arbitration.
The Customer also has the right to report his complaint to the National Betting Authority (email complaints@nba.gov.cy) by following the procedure for the submission and examination of complaints in accordance with the instructions (Decree 20/2017 - Procedure for the Submission and Examination of Complaints or any decree that may replace the above) and the regulations of the Authority.