We aim to provide an exciting and enjoyable gaming environment, but we recognize that there are times when things may not go as planned. If you're dissatisfied with any aspect, please share your concerns with us so we can work to rectify the situation. You can reach out to our Customer Services Team online or engage with us in our Bingo Chat rooms. We are committed to addressing your concerns effectively the first time.
To help us resolve any issues quickly, please provide as many details as you can, including:
You can contact us via phone or live chat, and you can find this information at the bottom of our website.
If there's a way we can make this experience more suitable for you, such as reasonable adjustments or assistance during the process, please communicate that to us. This will help us support you better in resolving your issues.
While we enjoy interacting with you on our social media platforms, please note that these channels are not suitable for handling complaints. Therefore, we cannot address any grievances raised through these mediums.
ESCALATING ISSUES
Should our initial response not meet your expectations, you have the right to escalate the matter to our Complaints Team. We'll confirm receipt of your escalation within 24 hours. Our team will then carefully investigate your concerns and determine how they can assist you further.
We take pride in addressing complaints fairly and appropriately. Our objective is to demonstrate our understanding of your concerns and outline the steps we can take to resolve them. When we handle your complaint, we commit to you:
Accessibility : Our complaints process will be designed to be user-friendly for all customers.
Transparency : During the resolution of your complaint, we will keep you informed with clear updates and explanations.
Confidentiality : We handle all complaints with utmost confidentiality, sharing information only with those directly involved in the resolution.
Timeliness : We will promptly acknowledge your complaint and keep you updated on the investigation and resolution progress. Our goal is to respond within 10 working days, though we may need the entire 8-week period allowed by the Gambling Commission for more complicated issues to ensure thorough investigations.
Fairness and Impartiality : We will consistently manage your complaints in an unbiased manner.
Straightforward Communication : We promise to communicate with you respectfully and clearly, using plain language.
If we require any additional information, we will reach out to you with questions. If we don't receive a response within a reasonable time, we may pause our timeline until you provide the necessary details, and once we hear back from you, we will resume our process.
IF YOU’RE UNHAPPY WITH OUR RESPONSE
We will clearly inform you when you have completed this process with us. Our Complaints Team will notify you once they consider your issue resolved and will send a final email confirmation.
If you've received a final response email and still find that your issue is unresolved to your satisfaction, you can escalate your complaint to the Independent Betting Adjudication Service (IBAS). This service is provided at no cost. To refer your complaint to IBAS or for more information about the types of complaints they handle, please visit https://www.ibas-uk.com
CONTACT DETAILS
You can reach us through email or by telephone, or you can find our Support Hub for assistance.
Telephone: 0808 238 6061
Email: [email protected]
Alternatively, feel free to send your complaint via mail to the following address:
The Rank Group Plc
TOR
Saint-Cloud Way
Maidenhead
SL6 8BN
We offer a wide array of Safer Gambling tools to help ensure your experience on our website remains enjoyable and within your budget. Click below to explore our Safer Gambling Hub for more information.
At Spin and Win, our goal is for you to enjoy every moment spent playing with us. Discover tips for safe gambling, find support resources, and learn about the tools we offer at: keepitfun.rank.com
Your privacy and security are paramount at Spin and Win. We employ top-tier security measures to protect your account, making us one of the safest online casino sites for gameplay. Rest assured, we will never sell or rent your personal information.
This website is managed by Rank Interactive (Gibraltar) Ltd, a company registered in Gibraltar under number 120385, with its headquarters located at Suite 3, 2nd Floor, Icom House, 1/5 Irish Town, Gibraltar GX11 1AA.
We are licensed and regulated in Great Britain by the Gambling Commission under account number 57924 for customers in Great Britain who play on our online platforms. For those outside Great Britain, we are licensed by the Government of Gibraltar and regulated by theGibraltar Gambling Commission under licence numbers RGL 133 and RGL 134.
Only individuals over the age of 18 are allowed to participate in our games. Underage gambling is strictly prohibited.
We urge you to gamble responsibly and only spend an amount you can afford. If you need support related to gambling issues, please reach out to GambleAware at https://www.gambleaware.org/ and 0808 8020 133.
We also provide a comprehensive range of Safer Gambling tools to help ensure your experience on our site remains enjoyable and within your means. Come and check out our Safer Gambling Hub for more information.
