1.1 If you're dissatisfied with any aspect of the Website's services or have other grievances about your gambling experience, your initial step should be to address the issue with our support team through live chat or email. An advisor will record your conversation, look into your concerns, and provide a response.

1.2. All interactions during the internal review may be recorded. Should there be any disagreement over the content of these communications, we will refer to these records, which could be decisive in the final outcome.

1.3. We strive to issue a comprehensive response to your complaint submitted via live chat promptly and aim to resolve it within two weeks from the date of receipt. If your complaint is complex, the resolution might exceed two weeks. In such instances, we will contact you within eight weeks with either a conclusive answer or an explanation of why a final response isn't yet possible, and an estimation of when it will be.

1.4. Despite the aforementioned, you agree to the following:

1.4.1. Inform the Company within 7 calendar days post-session if you disagree with the outcome of a game of chance.

1.4.2. Notify the Company within one calendar month post-session for issues not directly related to game outcomes, such as payouts, account suspensions, or bonus calculations.

1.4.3. Present any unresolved disputes to an independent dispute resolution, arbitration, or the relevant court within three hundred and sixty-five (365) days post-session.

1.5. Your claims are personal and non-transferable; they cannot be assigned, transferred, or inherited.

1.6. If an issue isn't resolved through live chat, you should forward your complaint to our email [email protected], within 7 calendar days of the incident. Complaints made later might still be considered at the Company's discretion, barring contrary indications in these terms.

1.7. The Company will endeavor to provide a comprehensive response to your email complaint within 60 business days of receiving it. This period may be extended if:

1.7.1. The complaint requires a thorough investigation due to its complexity, in which case we will inform you of the extended timeline.

1.7.2. Additional information is necessary for resolving the complaint, pausing the 60-day period until such information is provided.

1.8. You must supply clear, detailed information about your identity and the specifics of the complaint. Should further information be needed, we will request it promptly, which may extend the response time.

1.9. For disputes concerning real-life gambling events, like sports, the Company's decision will rely solely on official sources. Information from other entities will not be considered.

1.10. For disputes related to the outcomes of games of chance, the Company's decision will hinge on its back office data, which is considered conclusive evidence.

1.11. The Company commits to:

1.11.1. Not transferring any player claims or related elements such as accounts, credits, funds, winnings, and rights.

1.11.2. Attempting to resolve complaints through non-binding, voluntary mediation.

1.11.3. Directing unresolved disputes to appropriate out-of-court dispute resolution, arbitration, or court procedures.

1.12. Any operational disputes, like those concerning payouts, account issues, delays, or technical problems, must initially be brought to the Company's attention using the described method.