Complaints and Arbitration / Customer Dispute Resolution

(last updated 26.12.2025)

 

1.1  All disputes or claims must be submitted within 7 business days from the date the issue arises. Any dispute or claim submitted after this period will be considered void.

1.2  To file a complaint, you must contact Customer Support by e-mail [email protected] as soon as possible and provide all necessary documents, materials, and information required for proper review. The Company will investigate the matter and present the result within 30 business days of receiving the complaint.

1.3  The complaint should include clear details about the account holder, such as their first and last name, user ID, and phone number, along with all relevant information that led to the complaint.

1.4  In case of a dispute, server data will prevail over any personal records or data output from a player's device. If there is any discrepancy between the server data and a player's personal device, the result recorded on the Company’s server will be used as the final basis for resolving the claim.

1.5  If you remain dissatisfied with how the Company has addressed your complaint after two months, you may consider reaching out to an independent arbitration service that offers Alternative Dispute Resolution. You can do so by reaching out via [email protected].

1.6  Also, if you are not satisfied with the final resolution of your complaint by the Company, you may escalate it to the Tobique Gaming Commission. This must be done no sooner than seven (7) days and no later than six (6) months from the date the issue originally arose, regardless of any conflicting provisions in the terms and conditions of the Customer Support. The complaint must be submitted in writing and include clear and accurate details regarding the complainant’s identity, as well as all relevant information about the issue and the steps taken to resolve it with the Customer Support.

1.7  If a dispute cannot be resolved through direct mediation between the Player and the Company, and legal action is required, any legal claim or dispute arising under or in connection with the Terms or your use of the Website shall be settled in accordance with the Laws of Tobique.

1.8  The parties acknowledge that any disagreement, dispute, or claim related to these Terms, including but not limited to their breach, termination, or validity, shall fall under the sole jurisdiction of the courts of Tobique. We disclaim any liability under the laws of any other jurisdiction. By accepting these Terms, you expressly consent to the exclusive jurisdiction of the courts of Tobique as stipulated herein.

For complaints related to data protection, please refer to the Privacy Policy.