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Complaints Policy

Complaints Policy: Our Commitment to Fair Resolution

At our casino, we strive to provide you with an exceptional gaming experience. However, we understand that sometimes things can go wrong. Our complaints policy is designed to ensure that any issue you may have is handled fairly, quickly, and transparently.


How to Submit a Complaint

If you have a complaint, please follow these steps to ensure we can resolve your issue as efficiently as possible:


  1. Contact Us First: The best way to resolve an issue is to first contact our customer support team. Our agents are available 24/7 via live chat or email. Most problems can be solved right away.
  2. Provide Details: When you contact us, please provide as much information as you can. This should include:
    1. Your full name and username.
    2. A detailed description of the complaint.
    3. The date and time the issue occurred.
    4. Any relevant screenshots or supporting documentation.
  3. Use Our Official Channel: All complaints must be submitted through our official support channels. We cannot handle complaints submitted via social media or other public platforms.

Our Complaint Handling Process

Once we receive your complaint, we will follow a clear process:


  1. Acknowledgement: We will send you an email acknowledging receipt of your complaint within 24 hours.
  2. Investigation: Our dedicated complaints team will thoroughly investigate your issue. This may involve reviewing game logs, account history, and chat transcripts.
  3. Resolution: We will provide you with a full response and a proposed resolution within 10 business days. In complex cases, this period may be extended, but we will always keep you informed of our progress.Final Decision: Our decision will be based on a fair assessment of your complaint, our internal data, and our official policies.

Escalation

If you are not satisfied with our final resolution, you may be able to escalate your complaint to an independent third-party dispute resolution body. We will provide you with information about the relevant authority in our final response.


We are committed to resolving all issues to your satisfaction. Thank you for your cooperation and for helping us maintain a fair and trustworthy environment.