Complaints and Dispute Resolution Policy
1.1 If you are unhappy with any part of the Website’s services or have other concerns about your gambling experience, your first step should be to contact our support team via live chat or email. A representative will document your case, investigate your concerns, and respond accordingly.
1.2 All communications during the internal review process may be recorded. If there is any dispute about what was said, these records will be used as the final reference.
1.3 We aim to respond to complaints submitted via live chat quickly and generally resolve them within two weeks from the day we receive them. For more complex cases, resolution may take longer. In such situations, we will update you within eight weeks with either a final decision or an explanation for the delay, along with an estimated timeline.
1.4 By agreeing to these terms, you accept the following:
1.4.1 You must notify the Company within 7 calendar days after the session if you disagree with the outcome of a game of chance.
1.4.2 For other matters not directly tied to game results, such as payments, account suspensions, or bonuses, you must notify the Company within one calendar month after the session.
1.4.3 Any unresolved disputes should be brought to an independent dispute resolution body, arbitration, or court within 365 days of the session.
1.5 Your claims are personal and cannot be transferred, assigned, or inherited by others.
1.6 If the issue isn’t settled through live chat, you should send your complaint via email to
[email protected] within 7 calendar days of the incident. Complaints submitted later may still be reviewed at the Company’s discretion unless otherwise stated.
1.7 The Company will try to provide a full response to your email complaint within 60 business days of receipt. This timeframe can be extended if:
1.7.1 The complaint requires detailed investigation due to its complexity, and you will be informed of any extensions.
1.7.2 Additional information is needed from you, which will pause the 60-day response period until the information is received.
1.8 You must provide clear and thorough details about yourself and the complaint. If more details are required, we will promptly ask, which might extend the response time.
1.9 For disputes related to real-world gambling events decisions will be based solely on official sources; information from other parties will not be accepted.
1.10 For disputes about games of chance, the Company’s decision will be based on internal data, which is considered final.
1.11 The Company pledges to:
1.11.1 Not transfer any player claims or associated items like accounts, funds, winnings, or rights.
1.11.2 Seek to resolve complaints through voluntary, non-binding mediation.
1.11.3 Refer unresolved disputes to appropriate out-of-court resolution, arbitration, or legal proceedings.
1.12 All operational disputes—such as those about payouts, account problems, delays, or technical issues—must be initially reported to the Company using the outlined procedures.
