Complaints and Disputes Resolution – Pari-Mutuel services
Both Woodbine and bet365 aim to ensure that all customers have a great experience when engaging in pari-mutuel horse racing services. However, we recognize there are occasions when we may not have been able to meet your expectations, and when this occurs, we want to hear from you as soon as possible so we may resolve your concern quickly and fairly.
Making a Complaint
Should you wish to raise a complaint, you can do so via Live Chat, Email, or Mail
What to Provide
In order to resolve your complaint as quickly as possible, it is important that you provide us with as much information as you can, including:
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Your name
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The full details of your complaint
What we will do
Upon receipt, your complaint will be assigned to an individual member of our Customer Service team to assess and resolve. We will endeavor to respond within 48 hours.
If required, we will consult directly with Woodbine’s Wagering Operations team to ensure the response to you is accurate.
If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.
In the event you are not in agreement with our final response, we will refer the complaint to Woodbine Entertainment.
Pari-Mutuel complaints will also be sent by Woodbine Entertainment to the Canadian Pari-Mutuel Agency.