Stakemate Complaints, Timelines and IBAS Escalation

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A formal complaint should be submitted within six months of the relevant transaction. If the complaint remains unresolved after eight weeks, it reaches the confirmed escalation point for a qualifying dispute.

A qualifying unresolved dispute may be referred to IBAS. The confirmed IBAS referral window is 12 months after the final response or after the point at which the complaint could not be resolved.

When to Make a Formal Complaint

Use the formal complaint process when you want an issue or dispute reviewed as a complaint. Ordinary support remains the appropriate route for routine account, payment or gaming help.

Use ordinary support when you need help resolving an account, payment or gaming issue.

Use the formal complaint process when you want the matter handled as a complaint.

A formal complaint should still be made within six months of the relevant transaction.

If you need help rather than formal dispute handling, use ordinary support for the account, payment or gaming issue.

The Six-Month Complaint Deadline

The complaint should be submitted within six months of the relevant transaction. This is the confirmed window for making the original formal complaint.

• Identify the transaction concerned.
• Check that the complaint is being made within six months of that transaction.
• Do not confuse this deadline with the later eight-week escalation point.
• Do not confuse it with the separate 12-month IBAS referral window.

What to Include in Your Complaint

Give enough relevant context for the complaint to be understood. The points below are practical guidance rather than mandatory evidence requirements.

• Identify the relevant transaction or issue.
• Explain what happened.
• Include the relevant date or timing context.
• Include prior support correspondence where it is available and helps explain the dispute.
• Explain why you are raising the matter as a formal complaint.

No specific screenshot, transcript, transaction-reference format or fixed complaint form is stated here as a universal requirement.

The Eight-Week Complaint Point

If a complaint remains unresolved after eight weeks, a qualifying dispute may become eligible for referral to IBAS.

Before the eight-week point, the complaint remains within the complaint-resolution process unless the matter has already reached the relevant final-response or inability-to-resolve stage.

After eight weeks unresolved, IBAS may become available for a qualifying dispute.

The eight-week point does not mean that every complaint is automatically accepted by IBAS or that any particular outcome is guaranteed.

Escalating a Dispute to IBAS

IBAS is the confirmed alternative-dispute-resolution route for qualifying unresolved disputes. Where a complaint has remained unresolved after eight weeks, the dispute may be eligible for referral if it meets the applicable conditions.

• The dispute must qualify for the IBAS route.
• An unresolved complaint can reach the relevant escalation point after eight weeks.
• The later IBAS referral must remain within the confirmed 12-month referral window.
• Referral does not guarantee acceptance or a particular decision.

Complaint and IBAS Timing at a Glance

Three separate timing rules apply to different stages of the complaint and escalation process.

None of these timing points guarantees that IBAS will accept the dispute or determines the eventual complaint outcome.

The Twelve-Month IBAS Referral Window

The IBAS referral window is 12 months after the final response or after the point at which the complaint could not be resolved.

• The six-month period applies to making the original formal complaint.
• The eight-week point applies to an unresolved complaint and possible escalation.
• The 12-month period applies to the later IBAS referral window.
• The 12-month window is tied to the final response or inability-to-resolve point, not simply to the original transaction date.

Support Request or Formal Complaint

Ordinary support and formal complaints serve different purposes. Use support for routine account, payment or gaming assistance, and use the complaint process when you want a dispute handled formally.

An ordinary support request is for help with an issue.

A formal complaint is the separate route for formal dispute handling and its associated complaint timelines.

An unresolved support issue does not automatically become a formal complaint unless it is raised through the complaint process.

Common Formal Complaint Situations

The correct next step depends on which complaint or referral timing point applies to your situation.

The Transaction Was Less Than Six Months Ago

If the relevant transaction occurred less than six months ago, the complaint remains within the confirmed six-month submission window. Submit the formal complaint within that period.

The Complaint Has Been Unresolved for Eight Weeks

If the complaint has remained unresolved for eight weeks, assess whether the dispute qualifies for referral to IBAS. Reaching eight weeks does not guarantee IBAS acceptance.

You Have Received the Final Response

If the dispute qualifies for IBAS, the final response is one of the confirmed points from which the 12-month referral window can run.

The IBAS Referral Deadline Is Approaching

If the dispute qualifies for referral, act within the confirmed 12-month window after the final response or inability-to-resolve point. No automatic extension is stated here.

FAQ – Stakemate Complaint Questions

How Long Do I Have to Make a Complaint?

A formal complaint should be submitted within six months of the relevant transaction.

What Is the Six-Month Complaint Deadline Based On?

The six-month complaint window is based on the relevant transaction.

What Happens If a Complaint Is Unresolved After Eight Weeks?

If the complaint remains unresolved after eight weeks, a qualifying dispute may be eligible for referral to IBAS.

What Is IBAS?

IBAS is the confirmed alternative-dispute-resolution route for qualifying unresolved disputes.

Does Every Complaint Go to IBAS?

No. The dispute must qualify for the IBAS route, and referral does not guarantee acceptance or a particular outcome.

How Long Do I Have to Refer a Qualifying Dispute to IBAS?

The confirmed referral window is 12 months after the final response or after the point at which the complaint could not be resolved.

When Does the IBAS Referral Window Start?

The 12-month window runs from the relevant final response or inability-to-resolve point.

Is a Support Request the Same as a Formal Complaint?

No. Ordinary support is for routine account, payment or gaming help, while a formal complaint follows a separate complaint process.

Should I Keep the Relevant Complaint Context?

Yes. Keep the relevant transaction, issue, timing and prior correspondence context where it helps explain the complaint.