Player Complaints Policy

If you are unhappy with our services, you must first talk to our customer support team via live chat or email to find a quick solution. Most minor issues find a resolution during this first conversation without the need for formal paperwork. If your problem remains, you can file a formal complaint for free within six months of the incident. Please consider the following details regarding who can file a claim and the specific timelines for different game types.

• Registered players only may submit a claim, as we do not accept requests from third parties;
• Sports betting issues should be reported quickly because technical data for live events is only available for a short time;
• The six-month window for card games starts once the specific event concludes or the bet reaches a settlement;
• Formal submissions require you to use our official form which asks for your account number and a description of the conduct.

You can reach out to us regarding any part of your experience on our gambling site to ensure your peace of mind. Our team handles a wide range of issues to maintain a secure environment for all users. We accept formal complaints regarding the following categories of service.

• Deposit and withdrawal delays or errors in payment processing;
• Bonus rules and the application of wagering requirements to your balance;
• Account limits, temporary closures, or permanent restrictions;
• Software errors and questions about the fairness of game outcomes;
• Responsible gaming concerns including the implementation of self-exclusion;
• Verification steps and the protection of your personal data.

We divide complaints into two categories to ensure the most urgent matters get attention immediately. Responsible gaming issues are our top priority due to their potential impact on player well-being. For all other standard issues, we follow a consistent timeline to provide a thorough and reasoned assessment.

• We acknowledge responsible gaming claims within two business days and aim to solve them within five days;
• Standard complaints receive an acknowledgment within one week of receipt;
• Our team tries to reach a final decision for standard cases within four weeks of the start;
• If a case is complex, we may extend the review period by another four weeks after telling you in writing.

If you disagree with our final answer, you can take your case to an independent ADR provider for free. This service acts as a neutral third party and provides a decision that binds our bookmaker site. You should review the following points about your rights and the role of the relevant regulatory and dispute-resolution bodies.

• You have the right to access ADR services if our internal process does not satisfy you;
• The relevant gambling regulator does not necessarily settle individual betting disputes but may monitor operator compliance with applicable licensing requirements;
• We keep a full history of all complaints for five years to meet applicable legal requirements;
• Every player deserves fair and respectful treatment throughout the entire review process.

Our support agents stay online 24 hours a day to help you with the initial steps of any dispute. We suggest keeping screenshots and transaction numbers ready to speed up the investigation. Use the following channels to reach our care team.

• Email: [email protected];
• Live Chat: Available 24/7 on our official gambling site.

This policy ensures that every player has a clear path to resolve any disputes fairly and professionally. We remain dedicated to maintaining a transparent environment where your concerns are always heard and addressed by our team.