Legal
Complaints Policy
Please read the following carefully• Last Updated 9th April 2026
Our Commitment
We are committed to fostering a transparent, equitable, and efficient framework for the effective handling, resolution and monitoring of customer complaints and disputes. This Complaints Policy is established in compliance with the provisions of the Lagos State Lotteries and Gaming Authority Law 2021, the Nigeria Data Protection Act (“NDPA”) 2023, and relevant consumer protection regulations.
Purpose
This Policy ensures complaints are handled fairly, transparently, and efficiently, with clear processes, timelines, and outcomes. It protects customer rights, ensures compliance with regulations, and helps improve our services through continuous feedback and learning.
Scope of This Policy
This Policy applies to all complaints received in relation to the Company’s gaming and betting services, including but not limited to account management, transactions, winnings, payments, data privacy, and service delivery.
What is a Complaint?
A complaint is any expression of dissatisfaction, concern, or difficulty relating to our products, services, or customer experience. This includes issues with our processes, delays or bottlenecks, product functionality, service delivery, or any experience that does not meet a customer's expectations.Examples of what counts as a complaint include, but are not limited to:
How Complaints are Handled
Step 1
You submit your Complaint
You may submit complaints via email, in-app support, or live chat and the customer support portal. Your submission should contain full details of your issue and also include your username, relevant transaction IDs, amounts, dates, and any other details that will prove helpful. This automatically opens a ticket with a tracking ID.
Step 2
We Acknowledge the Complaint
We will send you an acknowledgment of your complaint within 5 minutes, along with a unique reference number for tracking. You will also receive some update on the steps we are taking to handle your complaint.
Step 3
We Investigate the Issue
An assigned customer service representative will carry out a thorough investigation, supported by the details and facts provided by you. You may be contacted to provide additional details or information to aid the process. The timeline for investigation depends on the complexity of the complaint.
Step 4
We Resolve The Complaint
Once the investigation has been concluded, we will reach out to you with a report of our findings, as well as a resolution of the issue. You will then get a feedback mail, and if you're satisfied, it will close the ticket.
Response Timeline
5 minutes
Initial acknowledgment of your complaint
24 hours
Investigation and resolution for most complaints
3 to 5 days
Complex cases requiring extensive investigation
Escalation Process
If you're not satisfied with the resolution offered, you have the right to escalate your complaint by following the steps laid out below:
Contact Us
Email: - support@betpikr.com or fraud@betpikr.com
Subject Line: Include "COMPLAINT" and your username, phone number or account email
Required Information:
