CUSTOMER COMPLAINT & DISPUTE PROCEDURE

At Metropolitan Gaming we pride ourselves on our high-quality products and customer service and take your concerns very seriously. However, there may be times when you feel things have gone wrong or our service has fallen below the standard you expect. If this is the case and you wish to make a Complaint, we will do our best to try and resolve the matter as quickly as possible. Please inform us of your Complaint as soon as possible and within six months from the date of the incident.

Customer Complaints will be accepted in person, in writing, by telephone or via email. Complaints will not be accepted if received via social media. Our aim is to resolve the matter as swiftly as possible. To enable us to do so, please, in the first instance contact the Venue your concerns relate to. 

The relevant address and contact details for each Venue are as follows:

ALEA Glasgow


Springfield Quay, Paisley Road, Glasgow G5 8NP

Tel: 0141 555 6100

Email: complaintsglasgow@aleacasinos.com

ALEA Nottingham


108 Upper Parliament Street, Nottingham NG1 6LF

Tel: 0115 872 0600

Email: complaintsnottingham@aleacasinos.com

Empire Poker Room


7 Leicester Street, London WC2H 7BL

Tel: 0203 014 1000

Email: complaints@thecasinolsq.com

Manchester235


Great Northern, 2 Watson Street, Manchester M3 4LP

Tel: 0161 828 0300

Email: complaints@manchester235.com

Playboy Club London


14 Old Park Lane, London W1K 1ND

Tel: 0207 491 8586

Email: complaints@playboyclublondon.com

The Empire Casino, London


5-6 Leicester Square, London WC2H 7NA

Tel: 0203 014 1000

Email: complaints@thecasinolsq.com

The Rendezvous at the Marina, Brighton Marina


Brighton Marina Village, Brighton, Sussex BN2 5UT

Tel: 01273 605602

Email: complaintsbrighton@rendezvouscasino.com

The Sportsman Casino, London


Old Quebec Street, London W1H 7AF

Tel: 0207 414 0061

Email: complaints@thesportsmancasino.com

When making a Complaint, please provide us with as much
information as possible including the following:

• your Rewards number (if applicable)
• your full name
• your contact details
• relevant date(s) of the incident(s)
• the Venue your complaint relates to
• any supporting evidence (if available)

Once your Complaint has been received by the relevant Venue, you will receive an acknowledgement of your Complaint within 24 hours and an investigation will commence. The Venue will aim to complete this investigation as soon as possible. 

Upon conclusion of the investigation, the Venue will provide you with their final response in writing. This will present details of the investigation, confirmation of whether your Complaint has been upheld or declined and, if appropriate, the proposed redress or resolution.

You will also be provided with contact details of our internal Dispute Management Service who are dedicated to deal with any complaint outcome that a customer wishes to dispute.

If you wish to dispute the outcome of your complaint, you must do so within twelve months from the date of the Venue’s final response letter to your original complaint. If we do not hear from you within this time the matter will be considered closed.

METROPOLITAN GAMING DISPUTES MANAGEMENT SERVICE (MG DMS)

Whilst we expect your Complaint to be satisfactorily resolved, if this is not the case and you wish to dispute the conclusion of the investigation you may do so by referring the matter to MG DMS.


When making a Dispute please provide the following information:

• your Rewards membership number
• your full name
• your contact details
• relevant date(s) of the incident(s)
• the Venue your complaint relates to
• details on why you are disputing the complaint outcome
• any supporting evidence (if available).

MG DMS will seek to resolve your Dispute through our internal processes as soon as possible. MG DMS will provide you with a final response in writing. This will present details of the investigation, confirmation of whether your Dispute of the outcome of the Venue investigation has been upheld or declined, together with details of redress or resolution, if appropriate.

Your Dispute of the outcome of your original complaint will be accepted: in writing to:

Metropolitan Gaming Dispute Management Service
55 Baker Street
London W1U 8EW

Or via email at: DMS@metropolitangaming.com

If our Dispute Management Service is unable to conclude the investigation within eight weeks from the date on which you made your original Complaint, they will write to you to explain that they have not been able to provide an outcome within this timescale.

At this point you may escalate the matter to an independent Alternative Dispute Resolution (ADR) provider. The eight week period excludes any time between you receiving the response to your original Complaint and raising a Dispute, or any other time we were awaiting a response from you. A final response from our Dispute Management Service will be provided as soon as the investigation has concluded.

If you are dissatisfied with the outcome of your Dispute provided by MG DMS, you may refer the matter to our independent Alternative Dispute Resolution (ADR) provider. Our independent Alternative Dispute Resolution entity is the Independent Betting Adjudication Service (IBAS) which is approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators and their customers. 

This free service is available to customers who have exhausted the complaints process with us and are dissatisfied with the outcome in.

In order to complete a Claim Form to begin the dispute process with IBAS, you will first need to register an account with them. For more information on this please visit:

www.ibas-uk.com/consumers/how-to-raise-a-dispute

IBAS will consider any dispute about a bet, game or any other gambling transaction and will examine whether the transaction and subsequent complaint has been handled in line with relevant rules or terms and whether those rules or terms were fair. For more information on what complaints IBAS does not currently consider please visit:

www.ibas-uk.com/how-ibas-works/what-ibas-does-not-cover

You can contact the IBAS by telephone, in writing, by email and via their website:

Independent Betting Adjudication Service (IBAS).
PO Box 62639
London
EC3P 3AS

Telephone: 020 7347 5883

General email: adjudication@ibas-uk.co.uk

https://www.ibas-uk.com/

We are committed to creating a culture of Safer Gambling within our casinos. We have appointed Safer Gambling Ambassadors across all our sites, in order to protect young and vulnerable people from being exploited by gambling, prevent underage gambling and increase support for the treatment of gambling harm.