Complaints and Dispute Procedure
How account, payment, game, promotion or privacy complaints can be submitted and reviewed.
1. Before submitting
Collect the account username, date and time of the issue, transaction or game reference, screenshots and a clear description of the outcome you expect.
2. Submission
Send the complaint through the support channel shown on the website and state that the message is a formal complaint. Do not include passwords or full payment credentials.
3. Review process
The complaint is logged, acknowledged and assigned for investigation. Additional information may be requested where account or technical records are needed.
4. Response
A written response explains the decision, evidence considered and any action taken. Complex matters may require more time, in which case an update should be provided.
5. Escalation
Where an approved external dispute or regulatory route applies, the final response will explain the relevant escalation option and any time limit.
6. Records and privacy
Complaint records are retained for operational and legal purposes. Personal data is handled in line with the Privacy Policy.