At [Casino], we are committed to providing a fair, transparent, and enjoyable gaming experience. However, we understand that disputes may occasionally arise. This Dispute Resolution Policy outlines the steps and processes for addressing and resolving disputes in a timely and effective manner.

1. Scope of Disputes

This policy applies to disputes related to:

  • Game outcomes or functionality.
  • Financial transactions, such as deposits, withdrawals, or refunds.
  • Account management, including suspension or termination.
  • Alleged breaches of our terms and conditions.

2. General Principles

2.1 Fairness: All disputes will be handled impartially and fairly.
2.2 Timeliness: We aim to resolve disputes as quickly as possible, typically within 10 business days.
2.3 Transparency: Both parties will have the opportunity to present relevant information and evidence.

3. How to Raise a Dispute

To raise a dispute, follow these steps:

Step 1: Contact Customer Support

  • Reach out to our support team via e-mail.
  • Provide the following details:
    • Your account information (e.g., username or email address).
    • A clear description of the issue.
    • Any relevant evidence, such as screenshots, transaction IDs, or correspondence.

Step 2: Acknowledgment

  • Once your dispute is received, you will receive an acknowledgment within 24 hours.

Step 3: Investigation

  • Our team will thoroughly review the dispute, verify the facts, and may contact you for additional information if needed.

Step 4: Resolution

  • After the investigation, we will provide a written decision, including the outcome and any actions taken.

4. Appeal Process

If you are not satisfied with the resolution, you may escalate the dispute by:

  1. Contacting our Dispute Resolution Team via [email protected] with the original dispute reference number.
  2. Requesting a re-evaluation of the case, which will be reviewed by a senior representative.

5. External Dispute Resolution

If the internal process does not resolve the issue to your satisfaction, you may seek assistance from:

  • Independent Arbitration Bodies
  • Regulatory Authorities

We will provide guidance on how to contact these entities if requested.

6. Timeframes

  • Disputes will typically be resolved within 10 business days.
  • Complex cases may require additional time, and we will keep you informed throughout the process.

7. Important Notes

  • Frivolous or fraudulent disputes may result in account suspension or termination.
  • All correspondence related to the dispute will be documented for transparency and record-keeping purposes.
  • This policy does not limit your statutory rights or access to legal remedies.

8. Contact Information

For disputes or additional information, contact us:

At [Casino], we value your trust and strive to address all disputes professionally and fairly. Thank you for giving us the opportunity to resolve your concerns.

Dispute Resolution