Consumer Complaint & Dispute Resolution

betline.com | Effective: January 1, 2025

Our Commitment to Fairness

BetLine is committed to resolving all customer concerns promptly and fairly. This document explains how to raise a complaint and the steps we follow to resolve disputes.

Step 1 — Contact Customer Support

Submit your complaint to [email protected] with your account number, a description of the issue, and any supporting documentation. Our team will acknowledge your complaint within 48 hours and aim to resolve it within 10 business days.

Step 2 — Escalation to Management

If you are not satisfied with the initial response, you may request escalation to our Compliance Manager at [email protected]. Escalated complaints are reviewed within 5 business days.

Step 3 — Regulatory Escalation

If your complaint remains unresolved after internal escalation, you may contact the Alberta Gaming, Liquor and Cannabis Commission (AGLC) at aglc.ca or by phone at 1-800-272-8876.

Records and Timelines

BetLine retains records of all complaints and resolutions for a minimum of 5 years. We are committed to transparency and will provide written outcomes for all formal complaints.