1. Purpose
This Complaint and Dispute Resolution Procedure establishes a clear, fair, and transparent process for handling player complaints and disputes. The objective is to ensure that all concerns are addressed promptly, impartially, and in accordance with regulatory requirements set by the Curaçao Gaming Authority.
2. Scope
This procedure applies to all complaints and disputes raised by players relating to:
- Game outcomes and fairness
- Account management (e.g., verification, suspension, closure)
- Deposits and withdrawals
- Bonuses and promotions
- Technical issues affecting gameplay
- Any other service-related concerns
3. Definitions
Complaint: Any expression of dissatisfaction made by a player regarding services, operations, or conduct.
Dispute: A complaint that remains unresolved after initial review or requires further investigation.
4. Submission of Complaints
Players may submit complaints through the following channels: [email protected].
Required Information
To ensure efficient handling, players should provide:
- Registered account username
- Full name
- Detailed description of the issue
- Relevant transaction IDs, dates, and screenshots (if applicable)
5. Complaint Handling Process
5.1 Acknowledgment
All complaints will be acknowledged within 24 hours of receipt. The player will receive a confirmation with a unique reference number.
5.2 Initial Review
Complaints are reviewed by the Customer Support Team. Straightforward issues are resolved within 72 hours where possible.
5.3 Escalation
If the complaint cannot be resolved at first level, it will be escalated to the Compliance or Risk Department. The player will be informed of the escalation and expected timeframe.
5.4 Investigation
A thorough investigation will be conducted, including review of system logs, transaction records, and game data. Additional information may be requested from the player if necessary.
5.5 Resolution
A final decision will be communicated within 7–14 business days, depending on complexity. The outcome will include a clear explanation and, where applicable, corrective actions.
6. Dispute Resolution
6.1 Internal Dispute Process
If a player is not satisfied with the initial outcome:
- The complaint may be escalated internally for a secondary review.
- A senior compliance officer or independent internal reviewer will reassess the case.
6.2 Final Internal Decision
A final internal decision will be issued within 14–21 business days from escalation. This decision will be documented and communicated clearly to the player.
7. Alternative Dispute Resolution (ADR)
If the player remains dissatisfied after internal processes:
The player may refer the dispute to an independent third-party dispute resolution service (if applicable), such as:
- eCOGRA (if certified)
- EGIS FZCO, a company incorporated in Dubai with trade licence number 22105, whose registered address is at Unit 22105-001, IFZA Business Park, DDP, Dubai, United Arab Emirates
- Other approved ADR providers
8. Regulatory Escalation
If the dispute is still unresolved, players may escalate the matter to the Curaçao Gaming Authority:
Website: https://www.gamingcontrolcuracao.org
Players are advised to include all relevant documentation and prior correspondence.
9. Player Responsibilities
Players are expected to:
- Provide accurate and complete information
- Cooperate during investigations
- Avoid abusive or fraudulent complaints
Failure to comply may result in delays or dismissal of the complaint.
10. Confidentiality & Data Protection
All complaints are handled confidentially. Personal data is processed in accordance with applicable data protection laws and the casino’s Privacy Policy. Information is shared only with relevant internal teams, regulators, or ADR bodies when necessary.
11. Record Keeping
All complaints and disputes are logged and tracked. Records are retained for a minimum period as required by regulatory standards. Data is available for audit and regulatory inspection.
12. Continuous Improvement
Complaint data is analyzed to identify trends and improve services. Policies and procedures are reviewed periodically to ensure effectiveness and compliance.
13. The site has got a dedicated ADR dispute procedure and if the disputes are not handled under the deadlines described above, the users can use the professional services at the following email: [email protected].
