Customer Complaints Policy

Last updated: July 28, 2025

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.

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:

Email: [email protected]
Help Center: Online Help is available via the “Online Support” button.

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.

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.

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
Escalate an eligible unresolved complaint to ABC ADR after completion of our internal complaints procedure, in accordance with this Policy.
Report suspected regulatory breaches to the Curaçao Gaming Authority (CGA)

Alternative Dispute Resolution (ADR)

If you remain dissatisfied with our Final Response, or if we have not provided a Final Response within the complaint-handling timeframe set out in this Policy, you may refer your complaint to ABC ADR, our appointed independent Alternative Dispute Resolution (ADR) provider, at Lodge a Complaint | ABC-ADR.

ABC ADR is an independent dispute resolution body that considers eligible disputes between players and licensed operators in accordance with its applicable rules and procedures.

Before referring your complaint to ABC ADR, you must first complete our internal complaints procedure by:

submitting your complaint in accordance with this Policy; and
allowing us the opportunity to investigate and issue a Final Response.

Complaints submitted to ABC ADR must comply with ABC ADR's eligibility requirements, procedural rules and applicable submission deadlines.

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.