Dispute resolution policy

Dispute resolution policy

Last updated: 2024-10-02

1. General

1.1 The Company takes all complaints and disputes seriously and is dedicated to handling them in a fair, transparent, and timely manner.

1.2 You accept and agree that the random number generator will determine the randomly generated events required in connection with the Services and where the result shown on the Website conflicts with the result shown on our server, the result shown on our server shall in all circumstances take precedence. You understand and agree that (without prejudice to your other rights and remedies) the Company records shall be the final authority for establishing such circumstances.

1.3 You can contact our customer support team via our internal chat for guidance on how to prepare and file a complaint.

2. Complaints procedure

2.1 If you disagree with the outcome of any game of chance or disagree with other issues related to our Services, you can file a complaint by contacting our Customer Support via email.

2.2 You must follow the deadlines below to file a complaint:

  • 2.2.1 Complaint regarding the outcome of any game of chance must be filed within 7 calendar days of the respective game session;
  • 2.2.2 Complaint regarding any other matter arising out of our Services must be filed within 1 calendar month of the event, giving rise to the complaint.

2.3 Your complaint is deemed filed when it is filed in compliance with this policy and it includes all the following details:

  • 2.3.1 Account username;
  • 2.3.2 Full name as indicated in the account;
  • 2.3.3 Word “COMPLAINT” followed by a brief statement of the grievance in the email subject line;
  • 2.3.4 A detailed description of the complaint and events that gave rise thereto;
  • 2.3.5 Any documentation, screenshots, or equivalent materials reasonably expected to be in your possession, that are necessary to substantiate the claims you made;
  • 2.3.6 Exact date and time of the event(s) that gave rise to the complaint;
  • 2.3.7 The specific remedy or resolution you are requesting in response to the complaint.

2.4 You can only send a complaint using the email address that is indicated in your account.

2.5 Complaints are handled by Customer Support and could be transferred to other departments of the Company when Customer Support cannot solve the case immediately. We will keep you reasonably informed about the status of your complaint.

2.6 The Company will review your complaint and notify you of the decision within 14 business days of you making a complaint under this policy. We will not accept a complaint if you do not follow the complaint procedure.

2.7 You agree to provide reasonable assistance and cooperation to the Company in the examination and resolution of your Complaints. In particular, you must as soon as possible provide information and documents that we may request to be able to verify your claims, verify your identity or perform other checks or investigations we are required to do under applicable laws. We reserve the right to dismiss your complaint If we fail to verify the claims you made or your identity within the deadline stipulated above due to the lack of cooperation on your part.

2.8 We reserve the right to suspend the review of your complaint:

  • 2.8.1 If we need to request information from a third party, the review will be suspended while we await their response;
  • 2.8.2 If we need further information or documentation from you, the review will be suspended until we receive your reply;
  • 2.8.3 In exceptional cases, if the matter is complex and requires an in-depth investigation, we may suspend the review for a period of up to 20 business days.

2.9 To protect you, protect other users, and provide quality service, the Company records and/or monitors all phone calls, emails, and correspondence between the client and the Company.

2.10 The Company reserves the right to keep all information and personal data related to your complaint as required or allowed by applicable laws. The Client can access their personal data as outlined in the PRIVACY & MANAGEMENT OF PERSONAL DATA policy.

2.11 To escalate a complaint to Curaçao eGaming, the user is required to verify the license by selecting the Curacao emblem located at the footer of the website. Subsequently, the user must complete the complaint submission form with details such as their full name, email address, the licensed website's name, user ID, and the description of the complaint.

3. Arbitration

3.1 Our Terms and Conditions shall be governed by the laws of Curacao. The parties agree that any dispute, controversy, or claims arising out of or in connection with the Terms and Conditions, or their breach, termination, or invalidity, shall be submitted to the exclusive jurisdiction of Curacao (“Forum”).

3.2 Before referring the Dispute to the Forum you must first try to resolve it by approaching the Company pursuant to the Complaint procedure specified above and in the DISPUTE RESOLUTION policy.

3.3 The statute of limitations for referring of the Dispute to the Forum shall be 365 calendar days following the event that gave rise to the Dispute (e.g. game session, decision by the Company, etc.). Failure to refer the Dispute to the relevant forum within the stated deadline for any reason shall render your claims, rights, or entitlements to compensation, damages, or expense unenforceable.