Complaints & Disputes

Please follow these steps in order — most issues are resolved at step 1 or 2.

1. Contact support. Use live chat or email [email protected]. Most queries are answered within 24 hours.
2. Escalate to a complaint. If support can't resolve it, reply asking to "raise a formal complaint" or email [email protected] with the subject "Formal complaint". It is assigned a reference and reviewed by a complaints handler.
3. Final response. We issue a written final decision with our reasoning.
4. External escalation. Still unresolved? Escalate to the regulator / dispute service below.

To help us resolve it quickly, include:

• Your registered account email
• What happened, with dates and times
• Any transaction IDs or amounts involved
• Screenshots, if relevant
• What outcome you're looking for

• Acknowledgement of a formal complaint: within 48 hours.
• Final written response: within 14 days (or sooner). Complex cases — e.g. requiring a payment-provider investigation — may take longer; we'll keep you updated.
• Funds confirmed owed to you are paid promptly once KYC/AML checks are complete.

If you remain dissatisfied after our final response, you can escalate to our licensing authority and any independent dispute-resolution (ADR) service named in our licence.

• Regulator: Curaçao Gaming Control Board — licence 8048/JAZ. See our Licence page for verification details.
• Dispute service (ADR): the independent ADR provider for your complaint will be supplied on request and in our final response. [To be confirmed by counsel.]

Complaints: [email protected]. For data/privacy complaints, see our Privacy Policy.