Dispute Resolution

1. General Principles

The Company is dedicated to resolving all Customer disputes in a clear, fair, and prompt manner. Customers are entitled to file complaints about any part of their interaction with the Company, including but not limited to account activities, payments, promotions, verification, game outcomes, responsible gaming, and regulatory issues.
All complaints will be evaluated fairly, and no Customer will be penalized for submitting a complaint made in good faith.

2. Submitting a Complaint

Customers can submit complaints free of charge within six (6) months of the incident. For peer-to-peer games (e.g., poker) or ante-post betting, the complaint period starts after the relevant event has concluded.
To submit a complaint, the Customer must fill out the complaint form, available in PDF format at the following link: [Player Complaint Form] , and send the completed form by email to the Support Service at [email protected].
The complaint submission should include:

  • Customer’s full name and registered address;
  • Account ID;
  • Date of the incident or dispute;
  • Detailed description of the issue, including any supporting documentation or evidence;
  • Preferred language (English or another language of the target market).

3. Acknowledgment and Response Timelines

Upon receiving a complaint, the Company will:

  • acknowledge the complaint within seven (7) days by email or another preferred communication method;
  • explain the review process and provide an estimated timeline for resolution.

The Company aims to provide a final response within four (4) weeks of receiving the complaint. In more complex cases, this timeframe may be extended once by up to an additional four (4) weeks, with prior notice and an explanation provided to the Customer.
Complaints related to responsible gaming will be given priority and, if possible, resolved within five (5) business days. If more time is required, the Customer will be informed, and the delay will not exceed two (2) weeks.
All decisions will be communicated in writing and will include either:

  • A clear explanation of the final decision and its justification; or
  • A reasoned explanation for not resolving the complaint (e.g., lack of sufficient information).

4. Escalation to Alternative Dispute Resolution (ADR)

If the complaint is not resolved to the Customer’s satisfaction, it may be escalated to an independent Alternative Dispute Resolution (ADR) body, which will impartially review the dispute.
ADR services are provided to the Customer free of charge.

5. Record-Keeping and Reporting

The Company keeps a detailed record of all complaints for a minimum of five (5) years, including:

  • Resolved complaints (either upheld or rejected);
  • Unresolved complaints;
  • Complaints that were escalated to ADR or legal action.

The Company submits regular reports on complaint statistics and resolutions to the relevant regulatory authority, as required.