Dispute resolution

  • The Company takes all complaints and disputes seriously and is dedicated to handling them in a fair, transparent, and timely manner.
  • If a Client is dissatisfied with how their complaint was handled or disagrees with the Company's response, they can submit an official complaint to Customer Support within 10 days of the complaint's occurrence. After this period, no complaints will be accepted.
  • When submitting a direct complaint to Customer Support, the Client must provide clear and unequivocal information about their identity and the relevant information that led to the complaint.
  • Customer Support commits to providing the Client with a detailed response within 14 days of receiving the complaint. However, if the matter is complex and requires an in-depth investigation, the response may take longer. Additionally, if the Client needs to provide further information, the response time will be extended.
  • To protect the client and provide the best service, the Company records and/or monitors all phone calls, emails, and correspondence between the client and the Company.
  • The Company is in no way responsible for the investigation or the initiation of a complaint made by a user against another user for any reason, including but not limited to, the conditions in this Agreement. The Company in its sole discretion can decide to act against any person suspected of illicit actions or of wanting to violate the conditions of this Agreement.
  • The Company will not consider any claims or disputes on bets to be valid unless said bets are directly registered in the Company database files or records for which a confirmation has been given by the Company for all bets, the confirmation given by the Company concerning the details of the bets is decisive proof of registration of such bet. The Company will make available the transaction log database for the resolution of any possible disputes.
  • In cases where there are conflicting results from various sources and clear mistakes, the Company will make the final decision about the bet. In unprecedented situations, the Company will also make the final decision.
  • The Company reserves the right to keep all information and personal data related to the Client's complaint as required or allowed by law. The Client can access their personal data as outlined in the Privacy Policy.
  • The Client should contact the Company directly regarding any disputes about payouts, blocked accounts, delays, or broken features. Only when the Company breaches the license, the Client should contact the Curaçao eGaming (Pletterijweg Oost Ara Hilltop Building Curaçao) (https://www.curacao-egaming.com ) or e-mail [email protected].
  • To refer a complaint to the Curaçao eGaming, the Client must validate the license by clicking on the Curacao logo at the website's bottom and filling out the complaint form, including their name, email, licensed website, player ID, and message.
  • Any dispute or difference arising out of or in connection with these T&Cs shall be determined in Curacao in accordance with the laws of Curacao by the appointment of a single arbitrator to be agreed between the parties, or failing Agreement within fourteen days, after either party has given to the other a written request to concur in the appointment of an arbitrator, by an arbitrator to be appointed by the Chairman or Deputy Chairman of the Curacao Arbitration Centre.