At WPT® Global, we are committed to providing you with the highest level of customer service. We strive to ensure that all of our customers are satisfied with the products and services we offer. However, we recognize that there may be rare instances where we do not meet your expectations. If you are dissatisfied with the service provided, you can contact our Customer Services team via email or live chat via the APP.
Should you remain dissatisfied after contacting our Customer Services team, your issue will be considered a formal dispute. At this stage, you may escalate your dispute to our Customer Services Management team. To do so, you can reach out to our Customer Services team by email or through live chat. Once your dispute is escalated internally, you will receive an email confirmation that your case is under review.
We will communicate the outcome of your issue within 10 days of receiving your dispute. In some cases, we may extend this response period at our discretion, and you will be notified accordingly.
Once our investigation is complete, our Customer Services team will inform you of the final outcome via email. If you are not satisfied with the resolution and wish to pursue the matter further, you may request an independent review by MADRE (Alternative Dispute Resolution – “ADR”). To submit your case to MADRE, you must first request a Deadlock email from our Customer Services team. This email will include detailed information about your dispute and a unique reference number, which you will need to quote when submitting your case to MADRE. You can then proceed to submit your dispute to MADRE through their official platform.
MADRE is an impartial third-party organization that provides adjudication for betting and gaming disputes.