We are committed to delivering an exciting and entertaining experience, but we also know from time to time we might fall short of that ambition. So, if there is something that you’re not happy about, please let us know, and we’ll try our best to put that right. You can speak to our management team in venues or visit our support hub portal online by clicking here Support Hub. You may also chat with our expert champions via live chat! Rest assured, it is our aim to resolve your issue first time.
Whilst we love hearing from you on our social media channels, we’re unable to respond to any complaints raised this way.
OUR PROMISE TO YOU
We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to show you that we have understood your complaint and explain any steps we can take to address the issue. When resolving your complaint, here’s our promise to you:
Accessibility: We’ll make sure that our complaints procedure is easily accessible to all customers.
Transparency and fairness: Throughout the process of resolving your complaint, we are committed to communicating with absolute transparency, providing clear updates on resolution progress. We will always handle your complaint in an unbiased manner.
Confidentiality: We treat all complaints with strict confidentiality, sharing information only with those directly involved in resolving your complaint.
Timeliness: We’ll always acknowledge your complaint promptly and provide timely updates on the progress of the investigation and resolution. Our aim is to always reply to you within 10 working days, although we may need to take the full 8 weeks the Gambling Commission allows depending on the nature and complexity of the complaint to ensure a full investigation can take place.
Straightforward Communication: We will always communicate with you respectfully and in plain straightforward language.
If at any time we need more information, we’ll reach out to you with our questions. If we don’t hear back from you within a reasonable timeframe, we may “stop the clock” on our timeframe until you respond with this information. When you get back to us, we’ll restart the clock.
DOES YOUR COMPLAINT RELATE TO YOUR ONLINE EXPERIENCE?
If it does, you can advise our Complaints Team of your complaint. Once you’ve let us know, we’ll acknowledge this within 24 hours. Our team will then thoroughly investigate your concerns and discuss how they can help.
In order to resolve any issues as quickly as possible, it is important that we have as much information as possible, including:
DOES YOUR COMPLAINT RELATE TO YOUR EXPERIENCE AT ONE OF MECCA’S LAND-BASED BINGO CLUBS?
If it does, your complaint will be forwarded to the venue’s General Manager and acknowledged within 24 hours. The General Manager will endeavour to resolve the complaint and advise you of their decision within 10 working days (stage 1).
Should the General Manager not resolve the complaint to your satisfaction, you can escalate the complaint to the Regional Director. Contact details will be provided by the General Manager. The Regional Director will acknowledge receipt of the escalated complaint within 24 hours and advise you of their decision within a further 10 working days. The Regional Director will make a final decision on Mecca’s behalf (stage 2 - final).
IF YOU’RE UNHAPPY WITH OUR FINAL RESPONSE
We’ll always be really clear when you’ve reached the end of the complaint journey with us, advising you of our final decision.
If your complaint relates specifically to a dispute over the outcome of a gambling transaction and you have received a final response which does not resolve the issue to your satisfaction, you can escalate your complaint to the Independent Betting Adjudication Service - IBAS. This is a free service. In order to refer your complaint to IBAS or for more information, including the types of complaints they can and can't look at, visit https://www.ibas-uk.com
CONTACT DETAILS
You can contact us by email or telephone or access our Support Hub for assistance.
Telephone: 0800 083 1988
Email: [email protected] (online) or [email protected] (land-based bingo clubs)
Alternatively, you can send your complaint via post to the following address:
Mecca Bingo
TOR
Saint-Cloud Way
Maidenhead
SL6 8BN
At Mecca Bingo, we want you to enjoy every second that you play with us. Find tips on how to play safely, discover places to get support and get information on all the tools we have in place at: keepitfun.rank.com
Your privacy and security is our number one priority here at Mecca Bingo. We protect your account with market-leading security technology so we’re one of the safest online casino sites to play on. We never sell or rent customer details.
This website is operated by Rank Interactive (Gibraltar) Ltd, a company incorporated in Gibraltar with registered number 120385 with its registered address at Suite 3, 2nd Floor, Icom House, 1/5 Irish Town, Gibraltar GX11 1AA.
Licensed and regulated in Great Britain by the Gambling Commission under account number 57924 for GB customers playing on our online sites. For customers outside of Great Britain, we licensed by the Government of Gibraltar and regulated by the Gibraltar Gambling Commission under licence numbers RGL 133 and RGL 134.
Licensed and regulated by The Gambling Commission under licence 2396 for customers playing in our land-based bingo clubs. Mecca Bingo is part of the Rank Group. MECCA® and the MECCA logos are registered trade marks of Rank Leisure Holdings Ltd.
Only players above the age of 18 are permitted to play our games. Underage gambling is an offence.
Please gamble responsibly and only spend what you can afford. For help and support with any gambling related issues, please contact GambleAware at https://www.gambleaware.org/ and 0808 8020 133.
