At Metropolitan Gaming we pride ourselves on our high-quality products and customer service and take your concerns very seriously. However, there may be times when you feel things have gone wrong or our service has fallen below the standard you expect. If this is the case and you wish to make a Complaint, we will do our best to try and resolve the matter as quickly as possible. Please inform us of your Complaint as soon as possible and within six months from the date of the incident.
COMPLAINT & VENUE DETAILS
Customer Complaints will be accepted in person, in writing, by telephone or via email. Complaints will not be accepted if received via social media. Our aim is to resolve the matter as swiftly as possible. To enable us to do so, please, in the first instance contact the Venue your concerns relate to.
The relevant address and contact details for each Venue are as follows:
ALEA Glasgow
Springfield Quay, Paisley Road, Glasgow G5 8NP
Tel: 0141 555 6100
Email: [email protected]
ALEA Nottingham
108 Upper Parliament Street, Nottingham NG1 6LF
Tel: 0115 872 0600
Email: [email protected]
Empire Poker Room
7 Leicester Street, London WC2H 7BL
Tel: 0203 014 1000
Email: [email protected]
Manchester235
Great Northern, 2 Watson Street, Manchester M3 4LP
Tel: 0161 828 0300
Email: [email protected]
Metropolitan Casino Mayfair
14 Old Park Lane, Mayfair, London, W1K 1ND
Tel: 020 7514 9000
Email: [email protected]
Park Lane Club London
22 Park Lane, London, W1K 4LP
Tel: 020 3759 5050
Email: [email protected]
The Empire Casino, London
5-6 Leicester Square, London WC2H 7NA
Tel: 0203 014 1000
Email: [email protected]
The Sportsman Casino, London
Old Quebec Street, London W1H 7AF
Tel: 0207 414 0061
Email: [email protected]
HOW TO COMPLAIN
When making a Complaint, please provide us with as much
information as possible including the following:
• your Metropolitan Rewards number (if applicable)
• your full name
• your contact details
• relevant date(s) of the incident(s)
• the Venue your complaint relates to
• any supporting evidence (if available)
Once your Complaint has been received by the relevant Venue, you will receive an acknowledgement of your Complaint within 24 hours and an investigation will commence. The Venue will aim to complete this investigation as soon as possible.
Upon conclusion of the investigation, the Venue will provide you with their final response in writing. This will present details of the investigation, confirmation of whether your Complaint has been upheld or declined and, if appropriate, the proposed redress or resolution.
You will also be provided with contact details of our internal Dispute Management Service who are dedicated to deal with any complaint outcome that a customer wishes to dispute.
If you wish to dispute the outcome of your complaint, you must do so within twelve months from the date of the Venue’s final response letter to your original complaint. If we do not hear from you within this time the matter will be considered closed.
DATA PROTECTION COMPLAINTS
From 19 June 2026, in accordance with the Data (Use and Access) Act 2025 (DUAA), individuals may raise complaints relating to the processing of their personal data directly with Metropolitan Gaming. Data protection complaints may concern any alleged failure to comply with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018. Complaints may be submitted through any available communication channel and will be acknowledged within 30 days of receipt. Metropolitan Gaming will investigate complaints promptly, taking reasonable and proportionate steps to establish the facts and resolve the matter without undue delay.
Where an investigation cannot be concluded immediately, the complainant will be kept informed of progress and any anticipated delays. Once the investigation has been completed, Metropolitan Gaming will communicate the outcome and any actions taken. If the complainant remains dissatisfied with the response, they have the right to raise the matter with the Information Commissioner's Office (ICO). Information about this right is provided in our privacy notices and in responses to data protection rights requests.
METROPOLITAN GAMING DISPUTES MANAGEMENT SERVICE
METROPOLITAN GAMING DISPUTES MANAGEMENT SERVICE (MG DMS)
Whilst we expect your Complaint to be satisfactorily resolved, if this is not the case and you wish to dispute the conclusion of the investigation you may do so by referring the matter to MG DMS.
When making a Dispute please provide the following information:
• your Metropolitan Rewards membership number
• your full name
• your contact details
• relevant date(s) of the incident(s)
• the Venue your complaint relates to
• details on why you are disputing the complaint outcome
• any supporting evidence (if available).
MG DMS will seek to resolve your Dispute through our internal processes as soon as possible. MG DMS will provide you with a final response in writing. This will present details of the investigation, confirmation of whether your Dispute of the outcome of the Venue investigation has been upheld or declined, together with details of redress or resolution, if appropriate.
Your Dispute of the outcome of your original complaint will be accepted: in writing to:
Metropolitan Gaming Dispute Management Service
Fourth floor, 265 Tottenham Court Road, Bloomsbury, London, W1T 7RQ
Or via email at: [email protected]
If our Dispute Management Service is unable to conclude the investigation within eight weeks from the date on which you made your original Complaint, they will write to you to explain that they have not been able to provide an outcome within this timescale.
At this point you may escalate the matter to an independent Alternative Dispute Resolution (ADR) provider. The eight week period excludes any time between you receiving the response to your original Complaint and raising a Dispute, or any other time we were awaiting a response from you. A final response from our Dispute Management Service will be provided as soon as the investigation has concluded.
REFERRAL TO AN INDEPENDENT ALTERNATIVE DISPUTE RESOLUTION (ADR) PROVIDER
If you are dissatisfied with the outcome of your Dispute provided by MG DMS, you may refer the matter to our independent Alternative Dispute Resolution (ADR) provider. Our independent Alternative Dispute Resolution entity is the Independent Betting Adjudication Service (IBAS) which is approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators and their customers.
This free service is available to customers who have exhausted the complaints process with us and are dissatisfied with the outcome.
In order to complete a Claim Form to begin the dispute process with IBAS, you will first need to register an account with them. For more information on this please visit:
www.ibas-uk.com/consumers/how-to-raise-a-dispute
IBAS will consider any dispute about a bet, game or any other gambling transaction and will examine whether the transaction and subsequent complaint has been handled in line with relevant rules or terms and whether those rules or terms were fair. For more information on what complaints IBAS does not currently consider please visit:
www.ibas-uk.com/how-ibas-works/what-ibas-does-not-cover
You can contact the IBAS by telephone, in writing, by email and via their website:
Independent Betting Adjudication Service (IBAS).
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
General email: [email protected]
