DISPUTE RESOLUTION POLICY
Last updated: 01/03/2024
At our company, we strive to provide our users with the best possible experience and ensure their satisfaction with our products and services. However, we understand that there might be instances where we fall short of meeting your expectations. If you have a complaint or dispute regarding our services, we have a dedicated Dispute Resolution process to address your concerns.
1. Initial Contact
1.1 If you have a complaint or need assistance, we encourage you to first contact our customer support team by writing to [email protected]. Our experienced agents will be ready to discuss your issue and work towards finding a satisfactory resolution.
1.2 Our customer support team will make every effort to resolve the matter promptly and efficiently.
2. Escalation to Complaint Status
2.1 If, after contacting our customer support team, you remain dissatisfied with the outcome, you have the option to escalate your query to the status of a formal complaint.
2.2 To do so, please provide clear details of your previous contacts with our support team, indicating that your request is now a formal complaint due to unresolved issues.
2.3 Submit your complaint via [email protected], following all provided instructions to ensure we receive comprehensive information about your concerns.
3. Complaint Handling Process
3.1 Once your complaint is received and recognized as such, our dedicated complaints team will thoroughly investigate the matter.
3.2 The complaints team will acknowledge receipt of your complaint and provide you with an estimated timeline for resolution, typically within 10 working days.
3.3 In certain cases, due to the complexity of the issue, the investigation process may require additional time, up to 10 weeks, at our discretion. If such an extension is necessary, you will be duly informed.
4. Dispute Resolution Outcome
4.1 After conducting a thorough investigation, we will provide you with a written response detailing the resolution or findings of the dispute.
4.2 Our aim is to reach a fair and reasonable resolution to your complaint. If you are satisfied with the outcome, the matter will be considered resolved.
5. Unsatisfactory Outcome
5.1 In the event that you are still dissatisfied with the final outcome of the dispute resolution process, you have the option to initiate a formal dispute.
5.2 You may refer the complaint to the Curacao Gaming Licensing Authority for mediation and resolution, a neutral and independent organization that will review your case impartially.
5.3. The relationships between you as a user and our Company shall be governed by the laws of Curacao.
6. Confidentiality
6.1 All information related to your complaint will be handled with strict confidentiality, following the guidelines of our Privacy Policy.
7. Policy Updates
7.1 This Dispute Resolution Policy may be revised periodically to ensure its alignment with regulatory requirements and industry best practices. Any changes to the policy will be communicated to our customers.