How to Contact Matchbook Customer Support: Available Methods

Customer support is a crucial feature of renowned bookmakers. It’s the only way bettors can access help while wagering. As such, we investigated this bookmaker and found the answer to the question, “How do I contact Matchbook customer service?” We also examine the complaints process to ensure you’re covered should anything happen.

How to Contact Matchbook Customer Service 

Start by looking at the standard support channels. We checked whether a Matchbook customer services phone number, email, live chat, and other methods are available. There’s a support email, but bettors can also use X (formerly Twitter) to contact the support team.

While there’s no specific Matchbook customer service number, you can request a callback. All you have to do is open the live chat and ask for a callback from an agent. You’ll receive a call on the number registered to your account.

The best way to contact the support team is through the Matchbook customer service live chat. The icon is located in the right-side navigation bar near the bottom of the desktop screen.

However, there is no Matchbook customer service 24/7 support, as the live chat is only available between 9 am and 2 am GMT.

Image Credits: Matchbook

How to Make a Complaint About a Bookmaker?

The above support channels are the best for asking everyday questions. These include queries like whether you can complete the Matchbook registration process. However, it’s different if you have pre-match or live betting disputes or any other severe problem.

In that case, the Matchbook customer relations channels might not be enough. If you have a more severe issue than everyday sports betting problems, you might need to file a complaint. Valid reasons for a complaint can be:

• Incorrect or fixed sports and soccer betting odds

• Wrong game results

• Mismanagement of your winnings

• Unfair closure of your Matchbook account

Understanding the Challenge

While complaints can lead to the bookmaker fixing the issue, it might not always turn out the way you want it to. Due to many bookies having licences from offshore regulators, the rules you know can be different from the rules the bookie follows.

Sometimes, the complaints process can be drawn out or reach an unsatisfactory conclusion. That’s, unfortunately, the risk you run when lodging complaints. 

You might wonder what the use of making a complaint is then. While it doesn’t always turn in your favour, it still sets a record, often meaning the regulator will keep a closer eye on the bookmaker.

Initial Steps for Resolution

The first step is to contact the Matchbook online customer service. Bringing the dispute to the attention of the bookmaker allows the bookie to fix the issue first. That way, you might have a faster resolution than if you try to take legal recourse.

This bookmaker has a set process in place. You can’t use channels like the Matchbook customer service free phone number (callback feature). Instead, you must use the dedicated email to complain. The email you must use is:

• Complaints Email:  complaints@matchbook.com

The bookie will let you know when they receive the complaint and try to resolve it within 8 weeks. If they can’t manage it or you’re unhappy with the result, then they’ll escalate it to their Customer Services Manager via the following email:

• Email: disputes@matchbook.com

Legal and Adjudicative Recourse

Matchbook new customers might wonder what to do if contacting the bookie’s complaints department doesn’t have the desired result. The next step they’d take is contacting the licensing authority. 

The Matchbook website has two licences, one for UK bettors and one for bettors outside the UK. The two licences the bookie holds are the UK Gambling Commission (UKGC) and the Alderney Gambling Control Commission (AGCC). 

No matter which regulator you contact, you might add all the necessary details. This information includes the dispute, your details, and the bookie’s information. For UK bettors, they can find all the required information on the following page:

Image Credit: Gambling Comission

For non-UK bettors, the following methods are available when filing complaints:

• AGCC Email: info@agcc.gg

• Complaints Portal: www.gamblingcontrol.org/player-complaints/submit-a-complaint

• Phone: + 44 (0)1481 825500

  

  Image Credits: Alderny