Last updated: July 28, 2025
1. Policy Scope and Legal Boundaries
This policy describes our internal complaint-handling process and is not intended to create legal obligations beyond what is required by law or regulation. We reserve the right to amend this policy at any time. Changes are effective immediately upon publication.
2. Contacting Customer Support
If you experience any issues or are dissatisfied with any aspect of our service, we encourage you to contact our Customer Support team as the first step towards resolution.
Customer Service Channels
- Live Chat: Available 24/7 via our website
- Email: [email protected]
3. Submitting a Complaint
If you wish to escalate an issue as a formal complaint, you may either complete the online form available on our website or download the Complaint form and email the completed document to: [email protected]
The following information needs to be provided:
- Full name and username associated with your account
- Registered email address
- Description of the issue, including relevant dates and times
- Any supporting evidence (e.g., transaction records, screenshots, chat logs)
Complaints must be submitted within six (6) months of the relevant incident. Submission of a complaint does not guarantee a specific outcome or compensation. We reserve the right to refuse complaints that are abusive, repetitive or submitted in bad faith.
4. Complaint Handling Timelines
We are committed to resolving your complaint efficiently and transparently. Our handling timelines are as follows:
| Acknowledgement of receipt | Within one week |
|---|---|
| Resolution | Up to 4 weeks (can be extended once for an additional four weeks due to complexity) |
| Responsible Gambling complaints | Prioritized and resolved within 5 business days |
We reserve the right to close a complaint without resolution if the complainant fails to provide sufficient information or cooperate in a timely manner.
5. Player Rights and Escalation
As a player, you have the right to:
- File a complaint through accessible and transparent means
- Receive a timely and reasoned response
6. Legal and Judicial Recourse
You retain the full right to pursue legal or judicial remedies at any stage. Use of our internal complaints procedure does not limit your ability to seek independent legal advice or to initiate legal proceedings.
7. Assistance
If you require help submitting a complaint or understanding this policy, please contact our 24/7 Customer Support.
