Complaints Policy

Independent Betting Adjudication Service (IBAS)

Les Croupiers Casino fully supports the objective detailed in the 2005 Gambling Act that gaming be conducted fairly and openly.

While we hope that you never have cause to complain, should you have any complaint or dispute about any gaming-related decision, a member of our management team should be able to settle the problem for you.

However, if you are not satisfied with the initial response you may escalate your complaint by completing a complaint form. This is available in the casino and HERE (click here) or you can email our complaints department at: complaints@lescroupiers.co.uk

We will aim to respond within 3 working days of our receipt of a complaint and provide written confirmation of receipt and details of the next steps, or if the investigation is concluded at this stage, with final written response.

If you are still unhappy with our response you may escalate your complaint further to our independent dispute resolution body, the Independent Betting Adjudication Service (IBAS). They can be found on their website www.ibas-uk.com/contact-ibas/

(IBAS only deals with disputes after all reasonable efforts have been made to resolve the matter between the casino and the customer).