Dispute Resolution
Table of Contents
Complaints, requests, feedback, and other inquiries should be submitted to the Company's customer support service.
Registered Clients may submit a complaint free of charge within 6 (six) months from the settlement of the bet or the relevant event. In the case of complaints related to live betting, Clients are advised to contact customer support as soon as possible, as data relating to such events is retained for a limited period.
The complaint form is available on the Website. Complaints related to responsible gambling are given priority by the Company.
Customer support will make all reasonable efforts to review a complaint:
- within 4 (four) weeks of receiving it;
- within 5 (five) business days for complaints related to responsible gambling.
Upon receiving a complaint, the Company:
- acknowledges receipt of the complaint;
- informs the Client of the complaint handling procedure;
- provides an estimated timeframe for reaching a decision.
This information will be provided no later than 1 (one) week after receipt of the complaint, or no later than 2 (two) business days for complaints related to responsible gambling.
If additional information or documents are required to review the complaint, the Company may request them from the Client. If the required information is not provided within the specified timeframe, the review period may be extended or the complaint may be rejected.
In exceptional cases where additional investigation is required, the complaint review period may be extended by a maximum of an additional 4 (four) weeks. For complaints related to responsible gambling, the extension may not exceed 2 (two) weeks. The Client will be separately informed of the reasons for any delay.
Upon completion of the review, the Company will send the Client its final decision in writing by email.
Alternative Dispute Resolution (ADR)
If the Client disagrees with the Company's final decision, they may refer the dispute to an independent Alternative Dispute Resolution (ADR) body.
A dispute may be referred to ADR subject to the following conditions:
- the Client has first completed the Company's internal complaint handling procedure;
- the amount of the claim is at least EUR 1,000 or its equivalent;
- the dispute is not currently being considered and has not previously been considered by another ADR body, regulatory authority, or court.
The ADR body may refuse to consider a complaint if it determines that the complaint is unfounded, repetitive, constitutes an abuse of process, or is unrelated to the outcome of gambling activities or the provision of gambling services. The complaint may also be rejected if the independence or effectiveness of the procedure is compromised by external interference.
The ADR decision is binding on both the Client and the Company, except where otherwise provided by applicable law.
Before referring a dispute to ADR, or independently of such proceedings, the Company may offer alternative methods of dispute resolution that are not legally binding, including mediation.
An application to ADR must be submitted within 6 (six) months from the date on which the Client receives the Company's final response.
Once the dispute has been referred to ADR, the Company will cease direct correspondence with the Client, and all further communication will be conducted through the relevant ADR body.
Regulatory Authority
The Curaçao gambling regulatory authority does not resolve individual disputes between Clients and the Company. However, if a Client believes that the Company has violated applicable law or the terms of its licence, they may submit a complaint to the competent regulatory authority.
