In this article, we shall provide a guide to making a complaint to Bet9ja in Nigeria.
Bet9ja is one of the biggest and most popular online sports betting platforms in Nigeria, and as a result they have millions of customers across the country.
Most times, when you place a bet using Bet9ja, there are no issues and you enjoy a seamless customer experience. However, as with any business there are bound to be issues once in a while. When this happens, Bet9ja has a structure in place for customers to channel any grievances, however most Bet9ja customers are not aware of this. That is why we have written this post, to briefly lay out the steps customers should follow when they want to make complaints to Bet9ja. These are just a few of the issues you might have with Bet9ja that you need to make a complaint about:
- whether you have won
- how much you have been paid
- the way your payments were managed
- terms and conditions
- bonus offers
- ID verification
- closure of your account
- decisions such as voiding or cancelling your bet
- IT issues
In this article we lay out a step-by-step plan to resolve an issue with Bet9ja customer care. Bet9ja’s complaint process is contained in their Terms and Conditions (Ts&Cs) which you can find here.
Step 1 – Submitting a Complaint to Bet9ja Customer Service
The Ts&Cs state that all complaints regarding a bet placed or a game played must be communicated to Bet9ja within 15 (fifteen) calendar days from the date of the settlement of the bet, or if still pending, from the date of acceptance of the bet.
You can reach Bet9a in multiple ways, either through the chat functionality once you are logged into the Bet9ja website, or on Twitter – @Bet9jahelp. However, we would suggest that you consider reaching them by sending an email to cs@mybet9ja.com
In the email ensure you include your Account User ID and the details of the bet. Upon receipt of your email Bet9ja customer service will review and respond with their resolution of the complaint.
Step 2 – Submitting a Claim to Bet9ja
If the issue remains unresolved, or you are unhappy with the resolution which you received, then Bet9ja has a process in place for you to escalate unresolved complaints. They require that you send this in writing to:
Customer Services, KC Gaming Networks Limited, Tomi’s House, 9 Funsho Williams Avenue, Ojuelegba, Surulere, Lagos, within 15 (fifteen) calendar days from the date of the resolution of the complaint.
You should also ensure to include your Account User ID, the details of the bet your claim relates to and copies of the relevant correspondence you have had with the Customer Service
If you still are unhappy with the resolution by Bet9ja and you want to escalate further then you should appeal the decision to Bet9ja’s regulator – either the National Lottery Regulatory Commission (NLRC) or the State Lottery Regulatory Commission in the State you are located in. If you are based in Lagos State, this would be the Lagos State Lotteries and Gaming Authority (LSLGA).
Both the NLRC and the LSLGA have in place online complaint forms for you to submit your complaint, and so you can decide which of the regulators you want to escalate to. Bet9ja is regulated by both State and Federal regulators. If you placed the bet in a betting shop, we would suggest that you make your complaint to the State regulator. If you placed the bet online, then we would suggest you make your complaint to the Federal regulator.
Step 3A – Sending a Complaint to the Lagos State Lotteries and Gaming Authority
The LSLGA requires specific information for you to include in your complaint. These include:
- Your name (required)
- Your email (required)
- Phone Number (required)
- State of Residence (required)
- Date of Incident
- Time of Incident
- Address
- Name of Operator (required)
- Details of your Complaint (required)
- Bet slips (if available)
- If Online then your Username and UserID
You can submit your complaint to the LSLGA here – https://lslga.org/complaint/
Upon notification of grievance or petitions on any gaming related issue, LSLGA will investigate the reports and where necessary invite the disputing parties for amicable resolution. Grievances are usually resolved within 14 (Fourteen) working days. In the alternative to the online form, petitions and complaints may be sent to LSLGA by email or letters to the address below:
Email: info@lslga.org
Lagos State Lotteries and Gaming Authority
65 Kudirat Abiola Way, Oregun 100212, Ikeja, Lagos, Nigeria
Step 3B – Sending a Complaint to the National Lottery Regulatory Commission
The NLRC requires specific information for you to include in your complaint. These include:
- First Name (required)
- Last Name (required)
- Phone Number (required)
- Email (required)
- State of Residence (required)
- Name of operator (required)
- Date of Incident
- Time of Incident
- Address
- Details of Complaint (required)
- Bet slips (if available)
- If Online then your Username and UserID
You can submit your complaint to the NLRC here – https://nlrc-gov.ng/complaint-portal/
In the alternative to the online form, petitions and complaints may be sent to NLRC by email or letters to the address below:
Address: Plot 640 Cadastral Zone B4, Shehu Musa Yar’ Adua Way, Jabi District, FCT, Abuja, Nigeria
Phone:
Email: info@nlrc-gov.ng
Step 4 – Filing a Case in Court
Hopefully, the LSLGA OR NLRC resolves the complaint between you and Bet9ja. However, if the LSLGA OR NLRC fails to resolve the complaint, you have the right to take the case to court.
In any situation, you always have the right to take any complaint to court, but you have to exhaust all pre-court resolution options first. This final step should only be taken as a last resort, because taking a case to court is an involved process and potentially expensive. You should only take this step if the amount involved is considerable, and the decision to not resolve your complaint by Bet9ja and the LSLGA OR NLRC is manifestly unjust.
Finally, another option is to consider making a complaint to the Federal Competition and Consumer Protection Commission in Nigeria, our article here explains the process.
DO YOU NEED A LAWYER?
Request a Legal Assessment
DO YOU NEED FREE LEGAL SUPPORT ?
This is for people who are unable to afford a lawyer
Get Free Legal Support
We hope you have found this information helpful. Please note that this information is provided for general informational purposes only and is not intended to be legal advice. No lawyer-client relationship is formed nor should any such relationship be implied. This answer is not intended to substitute for the advice of a qualified lawyer. If you require legal advice, please consult with a qualified lawyer.