Customer Support - first point of contact
If you have a complaint or dispute relating to the Services, please contact our Customer
Support Team in the first instance. We aim to resolve all issues promptly, fairly, and
transparently, and to settle the majority of complaints at this stage.
- By email: [email protected].
- Through the in-site Chat Support Widget.
Formal complaint submission
If your matter is not resolved through Customer Support, you may submit a formal complaint to
our Complaints Team. To do so, you must complete the official Housebets Complaint Form, which is available in two ways:
- Online - via the Complaint Form at https://housebets.com/complaints or
- Downloadable PDF - accessible from the linked hyperlink or on request from
[email protected].
To enable us to investigate your complaint, the form requires the following minimum
information:
- Full name of the player;
- Housebets account ID (username);
- Date of the incident or transaction giving rise to the complaint;
A clear description of the complaint and the outcome you are seeking; and
Any supporting documents, screenshots, transaction references, or correspondence. - Complaints should be submitted within six (6) months of the date of the incident or the
settlement of the bet or transaction giving rise to the complaint. Complaints submitted outside
this period may be considered inadmissible, unless applicable law or regulatory obligations
require otherwise.
On receipt of a formal complaint, you will be issued with a unique complaint reference number.
Handling timelines
Housebets is committed to the following service standards for the handling of all formal complaints:
- Standard complaints - Housebets will acknowledge receipt of the complaint within seven (7) calendar days of receipt and will provide a final resolution within four (4) weeks of receipt.
- Responsible-gaming complaints - Housebets will acknowledge receipt of the
complaint within two (2) calendar days of receipt. Responsible-gaming complaints are prioritised over standard complaints and will be handled as promptly as reasonably possible.
Alternative Dispute Resolution (ADR)
If your complaint is not resolved to your satisfaction through our internal complaints procedure described above, or if you have not received a final response within the timeframes
set out above, you have the right to escalate your complaint to our independent Alternative
Dispute Resolution (ADR) provider, free of charge.
Bridge Technologies B.V. has engaged Resolvo as its Alternative Dispute Resolution provider,
as required by the terms of its Curaçao licence. Resolvo is independent from Housebets and
its decisions on disputes are reached impartially.
Resolvo - contact details
- Provider: Resolvo Curaçao
- Website: www.resolvocuracao.com
- Email: [email protected]
- Languages accepted: English, French, German, Spanish (and any additional
languages published by Resolvo from time to time). - Cost to the player: free of charge.
Resolvo - how to escalate
To lodge a dispute with Resolvo, the player must submit the following information via Resolvo's online form at www.resolvocuracao.com:
- Full name;
- Current address;
- Account ID at the operator (Housebets);
- Date of the original complaint to Housebets and Housebets' final reply, together with the underlying documents;
- Clear description of the disputed conduct and the requested outcome;
Supporting documents; and
A declaration that the matter is not before a court or another ADR services provider. - Further information on the alternative dispute resolution procedure, including the procedural
rules followed by Resolvo, is available at www.resolvocuracao.com or by writing to [email protected].
Regulatory escalation
Nothing in this section restricts your right to refer your complaint to the Curaçao Gaming
Authority (CGA) or to seek any other remedy available to you under applicable law.
Housebets - complaints contact details
- Customer Support: [email protected]
- Complaints Team: [email protected]
- Postal address: Bridge Technologies B.V., Dr. M.J. Hugenholtzweg 25, Willemstad, Curaçao.
