Complaints
Every complaint is logged, tracked and answered.
Step 1 — Raise it with support
Open a ticket from your account. Include your account email, the date and time, and any hand or transaction reference. You will receive an acknowledgement and a ticket reference.
Step 2 — Review
Our support team investigates using the server-side game and ledger records. We aim to respond substantively within 8 working days.
Step 3 — Escalation
If you are unhappy with the outcome you may escalate to management for a final decision, normally within a further 8 working days.
Step 4 — Independent dispute resolution
If the complaint remains unresolved you may refer it to the approved alternative dispute resolution provider for the operator's licence. Those details will be published here once licensing is confirmed.
This document is a working draft. Before launch the operator must have it reviewed and approved by qualified legal counsel in every market served.