Complaints

We are committed to providing a high standard of service to all our users. If we fall short of the high standards we set ourselves, we want to hear from you.

Letting us know if you are unhappy with the service you experience gives us the opportunity to continue to improve our products and services.

Our Complaints Policy

We want to:

  • Make it easy for you to raise your complaint
  • Listen to your complaint
  • Address your complaint
  • Make sure you are satisfied with how your complaint was handled

How and where to complain

In writing

In the US:
ClickandBuy Marketing Inc.
55 Broad Street, 16th floor
New York NY 10004
USA

Or

In Germany:
ClickandBuy Customer Care
ClickandBuy Services AG
Im Mediapark 5
D-50670 Cologne

By telephone or email

To help us investigate and resolve your complaint as swiftly as possible, please make sure you include your contact details and any other information you think may be relevant to your complaint:
  • Your name and telephone numbers, including dialling codes
  • Your email address, if applicable
  • A clear description of your complaint
  • Details of what you would like us to do to put it right
  • Your identification details, i.e. answer to security question, date of birth, customer no.

How long will it take?

Immediately

Our aim is to resolve your complaint within two days of receiving it.

Five working days

If we could not resolve your complaint straight away, we will write to you within five working days to:
  • Acknowledge your complaint; and
  • Tell you who is dealing with your complaint.

Four weeks

We will send you a response to your complaint within four weeks. This reply will tell you:
  • How your complaint has been addressed, or why it could not be addressed yet; and
  • What happens next.

Eight weeks

Where your complaint is particularly complex, it may take longer to resolve. Within eight weeks, we will send you a response telling you:
  • How your complaint has been addressed; and
  • What you need to do if you are not happy with our response.

What if you are not happy with our response?

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If for whatever reason you are not satisfied by our response your case can be reviewed at a higher level within ClickandBuy. All you need to do is let your complaints handler know and he/she will refer the complaint for you.
The referral of your complaint will be acknowledged within five working days and your complaint will be investigated fully.
Within four weeks of the referral, you will receive a Final Response letter, which will explain our final position.

Attention:

Important notice for customers wishing to fund gambling accounts from the US