Complaints

The operator of this website for non-UK customers is Scout & Co. Ltd (company number C81596), licensed and regulated by the Malta Gaming Authority (MGA/B2C/368/2017). Registered address: 64, Excalibur, B. Bontadini Street, Birkirkara, BKR1737, Malta.

Verify the Malta Gaming Authority licence

In order to resolve the complaint as quickly as possible, we advise our customers to contact us via Live chat or email (support@fanteam.com) 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, and what you would like us to do to resolve the complaint.

1. Acknowledgement. Scout will acknowledge receipt of the complaint as soon as reasonably possible, but in any case within 24 hours of receiving the complaint.
2. Investigation and outcome. Scout starts the investigation as soon as possible and the customer will be informed of the outcome accordingly. For customers under the MGA licence, 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 by 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 the extension.
3. Internal escalation. If the customer is not satisfied with the outcome of the investigation, the complaint can be escalated further internally.
4. Final decision. If the customer is not satisfied with the outcome of the escalation either, we will issue a final decision.
5. Alternative Dispute Resolution. If you do not agree with Scout's final decision, you may refer the dispute free of charge to the ADR provider below, or escalate it to the Malta Gaming Authority.