Customer Complaints Policy
Customer support may be contacted by e-mail via: firstname.lastname@example.org. Live chat and phone services are also available.
For non-GB players, the following applies:
- Should there be any claim or dispute arising from past or current transactions please contact us. If we are unable to settle the dispute we will refer the dispute to an arbiter, such as eCOGRA, whose decision will be final, subject to full representation given to all parties involved.
- Any dispute relating to the provision of the games and the validity, performance and construction of the present agreement relating to the games shall be exclusively solved in terms of Maltese law. Where recourse to the Courts of Law is necessary, Maltese courts shall have exclusive jurisdiction.
- We will endeavour to resolve all disputes in a timely and responsible manner however where a dispute remains unresolved by both parties arbitration may be sought as described above. If, after this process, a matter still remains unresolved a dispute may be brought to the MGA at email@example.com
For GB players, the following procedure applies:
- If you have a complaint about any aspect of the general conduct of licensed activities other than the outcome of a gambling transaction, the matter will be categorised as a 'complaint' and be processed through our internal complaints procedure. Where the complaint refers to the outcome of a gambling transaction and is not resolved at the first stage of the complaints procedure, the matter will be categorized as a 'dispute'.
- A complaint will be considered by our customer service support team in the first instance and may be escalated to the Head of Customer Support, whose response and decision will be the final stage of the internal process.
- During the internal process all telephone and email communications may be recorded. If the contents of these communications are disputed we will consult these records and they may be key to the ultimate decision.
- We will handle your complaint or dispute in accordance with Gambling Commission's guidelines.
- You should initially contact Customer Services by emailing customer support using the details above.
- We aim to provide you with a substantive response to your complaint as soon as practically possible and seek to resolve your complaint within eight weeks from the date we receive the complaint. Depending on the complexity of the complaint, our investigation may take longer than eight weeks to resolve. We will ensure that we write to you within eight weeks of the date we receive your complaint or dispute with either a final response or an update of the position explaining why we are not in a position to provide a final response, and when we expect to be in a position to do so.
- An advisor will log your call/message, investigate your enquiry and respond to it. If your concern is not resolved at this stage you can escalate the complaint or dispute by referring the matter in writing addressed to the Head of Customer Support, at: firstname.lastname@example.org
- We aim to keep you informed throughout the process. On receipt of your complaint we will email you and acknowledge that we have received your complaint, will confirm the particulars of your complaint and provide you with a copy of this procedure.
- The Head of Customer Supports response represents the final stage of the internal complaints and disputes procedure. In the case of a dispute (but not a complaint) you will be notified that if you still remain dissatisfied with that decision you have the right to refer your dispute to our Alternative Dispute Resolution entity, eCogra, at email@example.com
- Alternative Dispute Resolution (ADR) involves the referral of unresolved disputes to an independent third party for adjudication. This includes unresolved disputes about the outcomes of gambling transactions. There is no charge to you for using this service. The details of our ADR entity are also held by the Gambling Commission.
- The ADR entity reserves the right to reject disputes referred for resolution on the basis that they are frivolous or vexatious but we are not permitted to refuse referral on that basis. The ultimate resolution may be made binding on both parties but does not deprive you of the right to pursue the matter in the courts.
- Details of all disputes referred to the ADR entity and details of the outcome will be provided by us to the Gambling Commission, as required by the License Conditions and Codes of Practice attached to our Operating License.