Dispute Resolution Policy

Dispute Resolution

1. The Company treats all complaints and disputes very seriously and is fully committed to ensuring that all complaints and disputes dealt with in a fair, transparent and timely manner. 

2. Any Client who is not satisfied with the manner in which his or her complaint has been handled and/or who wishes to dispute the response provided by the Company, may refer the matter directly to the Customer Support Team as indicated in the T&Cs, by submitting an official complaint at any time ten (10) days after the date on which the complaint arose. After 10 days, no complaints will be accepted. 

3. Any Client who wishes to submit a direct complaint to the Customer Support Team, must provide a clear and unequivocal information about the complainant’s identity and all relevant information that gave rise to the complaint. 

4. The Customer Support Team undertakes to provide the Client with a full and detailed response with regard to the complaint, within thirty (30) days from the date of the submission of the complaint. However, in cases where the matter of the complaint is of a complex nature and an in-depth investigation is required by the Customer Support Team, this may take longer. In addition, where the resolution depends on the Client to provide further information, the period of thirty (30) days will be extended until all necessary information is submitted.  

5. To ensure the client protection and best client care service the Company, records and/or monitors all telephone conversations, emails and correspondence between the client and the Company.

6. In a disputable situation, when different results for the same event are posted by various sources, with their obvious mistakes, the final decision about the results determination for bets settlement is made by the Company. In the disputable situations without precedents, the final decision is made by the Company.

7. The Company reserves the right to keep all the information and personal data in relation to the client’s complaint, to the extent that this is required or permitted by law. The Client has the right to access personal data held by the Company as provided in the Privacy Policy.

8. The Client should only contact the Commissioner (Curacao license) when he/she believes the Company is in breach of the license. All disputes with the Company about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Company. 

9. The Client who wish to refer a complaint to the Commissioner can send it by filling form in the license window. The Client has to validate the license by clicking on the Curacao logo in the bottom of the website, then fill the complaint form by mentioning his/her Name, E-mail, licensed website, player ID and add message.