Step 1: Contact Customer Support
If you wish to make a complaint in relation to our services, you can contact our Customer Support by following the instructions on the Website. This can be found in the "Contact" or "Help" section. You can also send us an email at [email protected]
Claims must be submitted within a period of three (3) months from the date of the transaction, decision or incident that gave rise to the claim. Complaints are initially handled by the Customer Support department and are escalated within FPOOCL in cases where Customer Support staff are unable to resolve the matter within a reasonable time. The Account Holder will be kept informed of the status of their complaint. We always endeavour to resolve claims in the shortest possible time; however, the resolution will be communicated to you within a maximum period of one (1) month from the date we become aware of the complaint.
What if I am not satisfied with the solution?
If you are not satisfied with the resolution provided, you can ask our Customer Support team to submit a formal complaint on your behalf. Your complaint will be forwarded to the relevant department for review.
Step 3: If Unsatisfied with Our Response
If you are not satisfied with the resolution of your complaint or have not received a response within one month, you may refer your complaint to the Spanish regulatory body by email or letter. All relevant information, including the electronic form and postal address, can be found at https://www.ordenacionjuego.es/es/reclamaciones.