1.1 At Novibet we pride ourselves on providing an exceptional level of Customer Support. Whatever the problem, our dedicated support team is ready and waiting to address the issue as quickly and efficiently as possible. Should a problem arise then simply follow the below steps and it will soon be remedied.
1.2 Receipt and Recording of Complaints
1.2.1 Customers may make Complaints using any of the following methods:
- In writing, addressed to Logflex MT Limited, at the registered address of 170, Pater House, Level 1 (Suite A190), Psaila Street, Birkirkara, BKR 9077, Malta;
- By email, addressed to Support team, Logflex MT Limited at [email protected] ;
- By Live Chat, located on the company’s website within the customer support page.
1.2.2 All Complaints shall be acknowledged in writing within one (1) business day of receipt. The acknowledgement shall inform the Customer of their Complaint Reference, by whom their Complaint is to be handled.
1.2.3 Once a final decision has been made, a notification to you will be sent to your preferred method of contact. Only once Logflex MT Limited’s full complaints handling procedure has been followed and completed, can you seek external resolution from an Alternative Dispute Resolution entity (“ADR”).
1.3 External Resolution
1.3.1 All Customers have the right to seek External Resolution of Disputes by an external ADR. The Independent Betting Adjudication Service (www.ibas-uk.com) will act as the ADR for Logflex MT Limited in respect of all players and not in its capacity as a regulator. The ADR can be contacted by email at [email protected] and contacting the ADR is free of charge for all customers.
Customers may also raise a dispute via the European Online Dispute Resolution (ODR) platform via the following link ec.europa.eu/consumers/odr
1.4 Should you not be satisfied with the way your complaint was resolved or handled you may escalate directly to the Malta Gaming Authority by sending them an email on [email protected]
1.5 It is important that only complaints of a serious nature are escalated to the Authority.