1. What You Can Report
We understand that sometimes things don’t go as expected. You are welcome to submit a complaint if you’ve experienced any of the following:
- Delays or issues with deposits or withdrawals
- Account verification problems or rejected documents
- Disagreements regarding game results or betting outcomes
- Technical bugs or malfunctions affecting your experience
- Unprofessional or unhelpful behavior from our support team
- Suspicions of unfair treatment or system manipulation
If your issue does not fall into one of these categories, don’t worry — you can still contact us, and we’ll do our best to assist.
2. How to Submit Your Complaint
To file a complaint, please complete the form below. Be as detailed as possible — the more information you provide, the faster we can help.
We recommend including the following:
- Your account ID or registered email address
- A clear description of the issue you’re facing
- Relevant dates, screenshots, or transaction references
- Any previous communication you’ve had with our support team
Alternatively, you may also email us directly at [email protected]. All complaints are treated confidentially and handled with care.
3. Our Review Process
Once we receive your complaint, our dedicated Compliance and User Care Team immediately begins an internal review. Every complaint is taken seriously and handled by trained professionals who follow a strict, step-by-step procedure to ensure fairness and clarity.
Our first step is to log your complaint in our secure tracking system, where it is assigned a unique reference number. You will receive a confirmation email within 24 hours, confirming that your issue has been received and is under review.
Our team then investigates all the details of your case — including transaction logs, system activity, chat records, and any attached evidence. We may also consult with technical or financial specialists if the issue involves gameplay mechanics or payment systems.
Most complaints are resolved within 3 to 5 business days, but complex cases (e.g., involving multiple departments or requiring third-party verification) may take slightly longer. We will always keep you informed of progress and let you know if additional time is needed.
If we require further information from you, such as screenshots or additional identification documents, our support team will reach out by email. Please respond promptly to avoid delays in the resolution process.
We are committed to making this process as smooth and respectful as possible, and we always aim to provide a clear, written explanation of the outcome.
4. Escalation and Resolution
If you are not fully satisfied with the initial resolution provided, you have the right to escalate your complaint. We encourage users to request a second review if they believe an error has been made or their concerns were not addressed thoroughly.
To escalate a complaint, simply reply to the final resolution email you received, stating that you would like a senior review. Your case will then be transferred to a Senior Compliance Manager, who was not involved in the original handling of your complaint. This ensures objectivity and a fresh perspective on the matter.
The senior review may include a re-examination of all evidence, consultations with our legal or technical advisors, and — if needed — interviews with team members involved in the original issue. You will be informed when the review starts and when a final decision is reached, typically within 5 to 7 business days.
In very rare cases, if a user and our team cannot reach mutual agreement, we may suggest involving an independent third-party mediator, especially for disputes related to financial transactions or gaming outcomes. While this step is optional, we are always open to transparent dialogue and constructive solutions.
Above all, our mission is to resolve complaints in a way that is fair, respectful, and aligned with our platform’s ethical standards. We value feedback and see every complaint as a chance to improve — not only for the individual user, but for the entire community.
