Complaints

Scout accepts and handles customer complaints and disputes in a timely, fair, open and transparent manner. We encourage all customers to contact us as soon as possible to resolve any issues that might arise. In order to resolve the complaint as quickly as possible, we advise our customers to contact us via Live chat or Email and provide us with the following information:

• Your name and your username;

• Full details of the complaint including what happened, when, how, why, any evidence available, what would you like to do to resolve the complaint.

Scout will acknowledge receipt of the complaint as soon as reasonably possible, but in any case, 24 hours of receiving the complaint.

For customers under UK license, the entire complaints process can take up to a maximum of 8 (eight) weeks from the moment when we receive the complaint based on the fact that the customer collaborates through the whole process.

For customers under MGA license, we will provide the customer with the outcome within 10 (ten) days from the date on which the complaint is received. This period can be extended to a further 10 (ten) days and, if that is the case, we would inform the customer accordingly within the initial 10 (ten) days, along with the reason for extension. Scout starts the investigation as soon as possible and the customer will be informed of the outcome accordingly.

If the customer is not satisfied with the outcome of the investigation, then the Complaint can be escalated further internally. If the customer is not satisfied with the outcome of the escalation either, then we will issue a final decision.

In the event that the customer does not agree with Scout’s final decision, this may be escalated, as applicable, to the Alternative Dispute Resolution (ADR):

Customers under the UK license may refer to the Independent Betting Adjudication Service (IBAS) via the claim form or using their contact details. IBAS is a free of charge authoritative, totally independent third-party offering adjudication for customers who have an unresolved dispute with an operator.

Customers under the MGA license may refer to the The Players Online Gambling Guide (ThePOGG.com) via the claim form or via email at complaints@thepogg.com or via post at ThePOGG.com, PO BOX 2089, Livingston, EH54 0GF. ThePOGG.com is a free of charge professionally recognized Alternative Dispute Resolution service qualified from the Chartered Institute of Arbitrators.

Customers may also escalate their complaint to the Malta Gaming Authority.