MERKUR SLOTS aim is to ensure that all customers always have an enjoyable experience when using our services. 

However, we recognise there are occasions where we may not have been able to meet your expectations, and when that is the case, we would like to hear from you as soon as possible so we can resolve your concern quickly and fairly.

Our customer service team is highly trained to resolve any queries and will always try to provide a satisfactory outcome.

On the rare occasions where this is not possible, you can request that your complaint is escalated to our complaints team, who will independently review and seek a resolution to your complaint.

 

Making a Complaint

 

Should you wish to raise a complaint, you can do so via email at complaintsUKGC@merkurslots.com

 

What to Provide

To resolve your complaint as quickly as possible it is important that you provide us with as much information as you can, including:

• Your name
• Your User ID
• Email Address
• The full details of your complaint (the more details the better)

 

What we will do

Upon receipt of your complaint, it will be assigned to an individual member of MERKUR SLOTS complaints team to assess and resolve.

We will endeavour to acknowledge receipt of the complaint within 24 hours and to supply a final answer within 8 weeks of receiving your complaint.

Once a response has been issued, this should be viewed as MERKUR SLOTS’ final response.

 

Final Outcome

 

If you are not in agreement with our final response you can refer your complaint to MERKUR SLOTS appointed ADR (Alternative Dispute Resolution) entity, eCOGRA. https://ecogra.org/

 

eCOGRA is a 3rd party that will adjudicate the case and provide a final decision.

 

You can also raise your complaint via the UK Gambling Commission here https://www.gamblingcommission.gov.uk/public-and-players/complaints