Complaints Procedure

We are committed to resolving all player complaints fairly and efficiently. If you are dissatisfied with any aspect of our service, please follow this complaints procedure.

1. Step 1 — Contact Support

• In the first instance, contact our customer support team via live chat or email.
• Clearly describe the issue, including relevant dates, transaction IDs, bet IDs, and screenshots where applicable.
• Our support team will aim to resolve your issue within 24 hours.
• Most issues (payment delays, account questions, game queries) are resolved at this stage.

2. Step 2 — Formal Complaint

• If you are not satisfied with the initial support response, you may file a formal complaint.
• Send a detailed email to our complaints team with the subject line "Formal Complaint".
• Include your account username, full description of the issue, previous correspondence references, and your desired resolution.
• A senior member of our team will review the complaint and respond within 48 hours.

3. Step 3 — Management Review

• If the formal complaint response is unsatisfactory, you may request a management review.
• Management will conduct a thorough investigation and provide a final response within 7 business days.
• The management review decision represents the operator's final position.

4. Step 4 — External Dispute Resolution

• If you remain dissatisfied after the management review, you may escalate the complaint to our licensing authority or an approved Alternative Dispute Resolution (ADR) body.
• The ADR body will independently review the case and issue a binding or non-binding recommendation.
• Details of the applicable ADR body and licensing authority are available upon request.

5. What We Need From You

• Your registered account username or email address.
• A clear and detailed description of the issue.
• Any relevant transaction, bet, or game round IDs.
• Screenshots or other supporting evidence.
• References to any previous support conversations.
• Your desired resolution or outcome.

6. Our Commitments

• All complaints are treated confidentially and investigated impartially.
• We will acknowledge receipt of all formal complaints within 24 hours.
• We will keep you informed of progress throughout the investigation.
• We will provide a clear, reasoned decision with explanation.
• We maintain records of all complaints for regulatory compliance and internal improvement.