22.1. All disputes will be handled in accordance with the Eastern Cape Gambling Act, its regulations, and directives issued by the Eastern Cape Gambling Board (ECGB).

22.2. Customers must first raise disputes directly through our Customer Service channels via email, phone, or in person at one of our licensed premises. The submission must include the customer’s full name, contact details, account number, a detailed description of the dispute, and any relevant supporting documentation.

22.3. We will acknowledge receipt of the dispute within 48 hours, and aim to resolve the matter within seven (7) business days.

22.4. If the matter remains unresolved, it will be escalated to senior management, who will provide a formal written decision within an additional seven (7) business days.

22.5. Should the dispute still not be resolved to the satisfaction of the customer, it may then be referred to the Eastern Cape Gambling Board (ECGB) for formal adjudication.

22.6. The ECGB’s decision shall be final and binding on both Easybet and the customer.

22.7. Customers agree not to pursue legal action before completing both Easybet’s internal dispute resolution process and the ECGB referral process.

22.8. Disputes involving suspected fraud, unauthorised account use, or serious breaches of our Terms and Conditions may be reported directly to the ECGB or appropriate legal authorities and will not be resolved through this process.

22.9. Records of all disputes will be retained confidentially for a minimum of five (5) years in compliance with legal requirements.

22.10. Both parties agree to maintain confidentiality during the resolution process unless disclosure is legally required.

22.11. We reserve the right to update these terms in compliance with ECGB regulations.


For any queries or assistance, please contact us at:

General Support: help@easybet.co.za

FICA Queries: FICA@easybet.co.za

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