Complaints Procedure
At SportXeno, we pride ourselves on delivering a fair and transparent betting experience. However, if you feel dissatisfied with our service or a specific bet settlement, we have a structured procedure to ensure your voice is heard and resolved objectively.
Step 1: Contact Customer Support
The first step is to contact our Customer Support team via Live Chat or Email (support@sportxeno.com). Please provide your Username, the Bet ID in question, and a clear explanation of the issue. Our team will review the official sports data and aim to resolve the issue within 48 hours.
Step 2: Escalation to Management
If you are not satisfied with the initial response from our support agents, you can request to escalate the ticket. A Senior Manager will conduct an independent review of your case. You will receive a final resolution email within 14 days outlining the company's final stance.
Step 3: Alternative Dispute Resolution (ADR)
If the internal process has been exhausted and you remain dissatisfied (commonly known as a "deadlock"), you have the right to refer your dispute to an independent third-party adjudicator. SportXeno is registered with the Independent Betting Adjudication Service (IBAS). Their decision will be legally binding on the company.