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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.
Get in touch
There are three easy ways to contact us.
  • Chat online
  • Email

    support@meccabingo.com

  • Phone

    From the UK

    0800 083 1988

    From abroad

    +44 800 083 1988

  • Write

    Customer Services

    Mecca Bingo,

    P.O. Box 70695,

    London SW1P 9ZR.

We're here to help
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 between 08:00 and 23:59, 7 days a week and you can contact us in the following ways:

  • Call: 0800 083 1988 (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 0207 688 6120
  • Email: support@meccabingo.com
  • Write to:

Mecca Bingo Customer Services

PO BOX 70695

London, SW1P 9ZR

Complaints process

If it's about Mecca online

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 will always seek to resolve complaints when you first contact us. Your feedback can be given through our Customer Service Team or through a Chat Moderator. They will all do their best to help you.

For all stages of our complaints process, we aim to complete a response to you within 10 working days of receiving your formal complaint.

Stage 1

If you are unhappy with our initial response, your complaint would be escalated to the 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 2

If you are not satisfied with our response at stage 1, 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 1 and a decision will be made on each point of your complaint. Depending on the issue, a response at stage 2 could be provided by the Customer Services Correspondence Manager.

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.

The matter would then be referred to Senior Management who will review the complaint and make an independent assessment on whether or not an appropriate response has been provided at stage 2.

This represents the final stage of Mecca’s internal complaint process.

Dependent upon our final response, you may choose to escalate matters further with our Alternative Dispute Resolution (ADR) service.

If your complaint relates to a gaming issue and you wish to escalate the matter, having followed our complaints process, you should proceed with one of the three options detailed below.

  • UK residents may contact an Alternative Dispute Resolution Service (ADR), a service provided by the Independent Betting Adjudication Service (IBAS) who may be contacted at ibas-uk.com, by telephone 0207 347 5883 or by writing to IBAS, PO Box 62639, London EC3P 3AS.
  • Non-UK residents may contact the Alderney Gambling Control Commission (AGCC): https://www.gamblingcontrol.org/?s=complaints
  • You may also use the Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) to refer your dispute to IBAS, however, if you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute.

If it's about a Mecca Club

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

For all stages of our complaints process, we aim to complete a response to you within 10 working days of receiving your formal complaint.

Stage 1

If you are unhappy with our initial response, your complaint would be escalated to the Club General Manager for their response 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 2

If you are not satisfied with our response at stage 1, 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 1 and a decision will be made on each point of your complaint. Depending on the issue, a response at stage 2 would be provided by the relevant Club Area Manager.

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.

The matter would then be referred to Mecca’s Operations Director who will review the complaint and make an independent assessment on whether or not an appropriate response has been provided at stage 2.

This represents the final stage of Mecca’s internal complaint process.

Following this response, should your dispute relate to a gaming transaction and you are still not satisfied regarding the outcome, you may then choose to escalate matters further with our Alternative Dispute Resolution (ADR) service.

Mecca’s ADR is the Independent Betting Adjudication Service (IBAS) who will then contact us to obtain the relevant information.

You can contact IBAS through the website www.ibas-uk.com, at adjudication@ibas-uk.co.uk, by telephone 0207 347 5883 or by writing to IBAS, PO Box 62639, London EC3P 3AS.

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

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