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We're here for you. What would you like to talk about?

We're here for you. What would you like to talk about?

Before we begin. Let's see if we can help you straight away. Here are some of the popular questions we're asked.
Before we begin. Let's see if we can help you straight away. Here are some of the popular questions we're asked.
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Our commitment to you

We make customer service our number one priority and we are committed to providing you with the very best experience. We are proud to have a completely UK based Customer Service Team who are highly trained and dedicated to you, so you can always be confident of speaking to someone locally who knows about all aspects of our services.

Our Customer Service Team is available every day except Christmas day (25th December), and you can contact us in the following ways:

  • Call: 0800 083 1988 between 8am and midnight (Please note: calls to or from our Customer Service Team may be recorded for training and quality purposes)
  • If calling from a mobile please call 01200 309 561
  • Live chat available 24/7
  • Email: support@meccabingo.com
  • Write to:

Mecca Bingo Customer Services

PO Box 4933
Maidenhead
SL60 1WL

Complaints process

Although we hope that you never have cause to complain, we would ask that should you have a complaint that you raise this as soon as possible, so that we can address any concerns you have.

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, taken it seriously and we aim to explain any steps we can take to address the issue.

We aim to provide a response to you within 10 working days of receiving your formal and for complaint at each stage of our complaints process,

Stage 1: Raising your complaint

We will always seek to resolve complaints when you first contact us. Your feedback can be given through our Customer Service Team, through a Chat Moderator or by speaking to the staff at your local club. They will all do their best to help you and try to resolve your complaint at first contact.

Stage 2.

If you are unhappy with our initial response, your complaint would be escalated to either the relevant Club General Manager or to our Customer Services Duty Manager. At this stage we would discuss with you whether we can resolve your issue at this point or if we would progress matters as a formal complaint.

Stage 3.

If you are not satisfied with our response at stage 2, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have. In addition, we would ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns.

We will then make an assessment on whether, or not, an appropriate response has been provided at stage 2 and a decision will be made on each point of your complaint. This decision will be communicated by an appropriate manager.

Following this response, you may then choose to escalate matters further with our dispute resolution body.

For complaints regarding our services, this is the Independent Betting Adjudication Service (IBAS) who will then contact us to obtain the relevant information.

You can contact IBAS by e-mail, post or telephone using the details provided on the IBAS website https://www.ibas-uk.com/contact-ibas/

IBAS will want to see that you have used the 3 stage process where possible however, If your complaint has not been responded to in full by 8 weeks from the point of notifying us, you may choose to contact IBAS before the 3 stage process has completed.

For any referral to IBAS the decision made will be final.

 

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