Dispute Resolution

1. We treat any players’ complaints and disputes very seriously and are committed to resolve any of those in a fair, quick and transparent matter.
2. If you are unsatisfied with any aspects of the Website’s operation or have any other complaints regarding your gambling experience, you should first try to resolve the issue with our support team on an ongoing basis.
3. Notwithstanding anything to the contrary in this section, any player undertakers to comply with the following obligations:
   • to notify the Company within 7 calendar days after the session date, that he disagrees, as а complaint, with the outcome of а specific game of chance, the complaint with respect to a bet shall be submitted within seven (7) business days after the player learned or must have learned about the alleged infringement of rights;
   • to notify Company within one (1) calendar month after the session date, that he disagrees as a complaint with any other matters, not directly related to the outcome of а specific game of chance, however, in relation to his account, such as but not limited to matters of pay out, suspension and the calculation of bonuses;
   • to refer any unresolved disputes to a binding out of court dispute resolution, arbitration or court proceeding of the applicable jurisdiction within three hundred and sixty-five (365) days after the session date.
4. All claims which a player may have are personal, non-transferable and not subject to assignment or transfer of any kind nor inheritable.
5. If the question is not resolved by chatting with support team, you shall address your complaint on the Website to [email protected]. Please kindly note that you can submit a complaint only within 7 calendar days following the date when the basis for the complaint arose. If filed latter, we still can consider complaint but are not obliged to do so (unless otherwise is stated in this section).
6. We will confirm receipt of your complaint by e-mail to be sent within 10 business days from receipt of the complaint.
7. We will take our best efforts to provide with a full and detailed response with regard to the complaint, within 30 business days from the date of the submission of the complaint, However, this term could be extended in the following cases:
   • If the questions you raised in the complaint is of complex nature which requires us to make more deep investigation. In this case, we will notify approximate term of resolution.
   • If the questions you raised in the complaint requires additional information. In this case, the period of 30 days will be extended until all necessary information is submitted.
8. It is your obligation to provide within your complaint clear and comprehensive information about your identity and all relevant information concerning the complaint. If any additional information is needed, we will request it immediately however it will prolong response time.
9. We reserve the right to record, monitor and save any communication between us and you regarding submitted complaint.
10. In case of any disputes which concern results of real-life gambling-related events, such as sport events, our decision will be based only of official sources of information regarding such sport events. Any information provided by other companies will not be taken into account or considered.
11. In case of any disputes which concern the outcome of games of chance, our decision will be based on the information from our back office which has absolute evidential priority. Any other sources of information will not be considered.
12. If any given disputable situation has not seen precedence yet, we reserve the right to make decisions based on our knowledge and experience.
13. All disputes with us about any operational matters such as payout, a blocked account, a delay, broken features and so on shall be first taken up with us using method described above.
14. If the matter is not resolved with us and you think that we are in breach of our license, you could send a complaint to the Curacao eGaming by filling special form which could be accessed in license’s snippet window.
15. Please be advised that Curacao eGaming does not accept complaints unless a complaint has properly been launched with the Company first so make sure that you run out all means of settling your complaints with us. Also, additional identification procedures may be applied by Curacao eGaming.