What counts as a complaint?
How to send your complaint (Level 1)
If you’re not satisfied (Still Level 1 – Escalation)
If not resolved — Level 2: Compliance Review
External options (Level 3)
Special scenarios
Need help now?
Any concern or dissatisfaction about:
Our services or products
The conduct of a BetLion Zambia staff member
An official BetLion partner or affiliate
A decision made regarding your account
| Method | Where / How | What to Include |
|---|---|---|
| Send to helpzm@betlion.com | Username, full name, phone number, issue details | |
| Live Chat | Use the chat feature on the website | Same info as above |
Once submitted, you’ll receive an automatic confirmation reply.
Our Customer Service Team aims to respond within 24 hours.
If your complaint needs to be reviewed by another team (e.g. Payments, Trading), we’ll let you know and give an estimated timeline.
You may request that your issue be reviewed by a Team Leader or Supervisor.
We aim to provide an updated response within 72 hours of the escalation.
If the issue still isn’t resolved to your satisfaction, it will be escalated to the Compliance Department.
A full investigation is launched
You’ll receive a written final response within 10 business days
If you're still unhappy with the outcome, you may:
Submit a complaint to the appropriate Zambian gaming authority
Seek legal guidance or use an independent dispute resolution service
Our Compliance team will assist you with the appropriate contact details.
| Case | What Happens |
|---|---|
| Complaint about a partner/affiliate | We’ll provide their contact details. If issues persist, we escalate internally. |
| Complaint from a non-account holder | We cannot accept complaints from individuals without an active BetLion account. |
Email helpzm@betlion.com or use Live Chat on our website.
Include screenshots, transaction IDs, or reference numbers to help us assist you faster.