Bacelabet defends the customer’s right to submit a complaint when he/she considers that he/she has not received proper services. This policy has therefore been created for the purpose of ensuring that Bacelabet has an efficient and effective complaints management system which has been designed to help us:

The policy provides guidance to Bacelabet staff on the steps to be followed whenever a customer files a complaint. All Bacelabet staff are expected to commit to fair, effective, and efficient complaint management. “Complaint”

Any expression of dissatisfaction about Bacelabet's services, or Bacelabet staff or affiliates/collaborators acting on behalf of Bacelabet, or the actions or lack of actions taken regarding the services our company offers or our operations. Requirements Complaints about the Services Offered by Bacelabet

Bacelabet customer complaint handling model consists of 2 levels:

Should a resolution not be found, the complaint shall be escalated to the relevant gaming board or arbitrator. Details of all communication, via email or telephone call, are saved within the customer communication tool ‘Zendesk’ and staff are also required to leave audit notes in the back-office tool on individual customer accounts.

Level 1: The Customer Service team receive the complaint and attempt to resolve Customers dissatisfied with the services offered by Bacelabet can submit a complaint by contacting the Customer Service team. A link to the Contact form is provided in the footer of the website. Alternatively, customers can contact the Customer Service team via email complaints@888bet.com The contact details can be found in the Frequently Asked Questions (FAQs) section of the site, specifically within the “Your Account” section: Contact us Email

Send us an email from your registered email address to complants@888bet.tz Customers are also asked to include their username, full name, and date of birth in their email. Once the complaint has been submitted, customers receive an automated email acknowledging the receipt of the request. They are told that we will get back to them in the next 24 hours. The Customer Service team will do their best to resolve the complaint and get back to the customer within 24 hours of its receipt. Should they need the help of a department other than Compliance, i.e., Trading or Marketing, who may require more than 24 hours to investigate the issue, the Customer Service team will send a holding email to the customer assuring them their complaint has been dealt with and giving a reasonable timeframe for the resolution of the same (as advised by that relevant department).

The Customer Service team will contact the customer once a resolution has been provided by the relevant department. In the case that the customer is not satisfied with the resolution, the Customer Service team will assign the complaint to their Team Lead/Manager, who will review the case and reply to the customer within 72 hours. The Customer Service team or their Team Lead/Manager are expected to forward any valuable feedback gathered from the communication with the customer onto the relevant departments for consideration. Level 2: The Compliance department reviews the complaint if the Customer Service team cannot handle it or if the customer does not accept the resolution provided by the Customer Service team and their Team Lead/Manager A complaint shall only reach the Compliance Department if the Customer Service team cannot handle it or if the customer does not accept the resolution provided by the Customer Service team and their Team Lead/Manager.

The Compliance department will review the whole communication history and consult a member of Senior management if needed. They will then contact the customer within 10 business days with the Company’s final response to the complaint and advising them of the appropriate Dispute Resolution service. Level 3: The customer escalates the complaint to the appropriate Dispute Resolution Service or independently of the Company, i.e., through a lawyer, legal thread, etc., if he/she remains dissatisfied with Bacelabet’s final resolution of the complaint in some cases, a customer may choose to resolve their complaint through a lawyer, legal thread, etc. If this happens, the Customer Service team will forward the relevant communication to the Compliance department, who will liaise with the Legal team and advise the customer or his/her lawyer accordingly. No other department shall provide information to the latter. Complaints about Affiliates/Collaborators

Customers who have a complaint regarding an affiliate/collaborator of 888bet and reach out to our Customer Service team will be advised to get in touch with the affiliate/collaborator directly. The relevant contact details will be included in the response. Bacelabet may also contact that affiliate/collaborator if a few customers complain about a similar issue. All affiliates/collaborators are expected to focus on resolving any issue underlined by a customer and thus help us maintain a good professional profile. Non-account Holder Complaints

Non-account holders that contact us and request to file a complaint shall be informed by our Customer Service team that we would not be able to register their complaint. No information regarding an existing Bacelabet account shall be provided.