At LuxBet, we’re committed to providing a premium experience for every customer. If something hasn’t met your expectations, we want to make it right as quickly as possible.

To help us understand your concern, we’ll ask you a few questions:

• What happened, and when it occurred
• What outcome you would like to see

This ensures we can address the issue efficiently and to your satisfaction.

1. Initial Complaint

Our Customer Support Team is fully trained and has access to your complete betting history. In most cases, issues are resolved promptly at this stage. To raise an initial concern, please email help@lux-bet.co.uk.

2. Escalation to a Senior Supervisor

If you’re not satisfied with the outcome of your initial enquiry, you can request that your complaint be escalated to a Senior Supervisor.
They will conduct a thorough review of your case and respond within 36 hours.

3. Independent Review (IBAS)

If you remain unhappy with the resolution, you may refer your complaint to the Independent Betting Adjudication Service (IBAS).
IBAS is a neutral, independent body that reviews betting and gaming disputes. Once you submit your case, they will contact LuxBet for any relevant details and present your case to an impartial panel of experts.

LuxBet fully abides by all IBAS rulings. Please note: IBAS can only review disputes once you have completed the LuxBet complaints process. They do not handle service-related issues.

IBAS Contact Details:
Independent Betting Adjudication Service (IBAS)
PO Box 62639
London
EC3P 3AS

Email: adjudication@ibas-uk.co.uk

Website: Ibas-uk.com