Complaints Policy

1. Handling and Escalation

Your complaints are initially handled by our Support Team. If they cannot resolve your issue immediately, it will be escalated within the Casino’s organizational structure. We will keep you reasonably informed of the status of your complaint.

2. Account Holder Only

We only accept complaints initiated by the Account Holder. You may not assign, transfer, or delegate your right to file a complaint to any third party. Complaints presented by anyone other than the original Account Holder will be dismissed.

3. Server Log Authority

In any dispute regarding game results, the Casino’s server logs and records are final and binding. If there is a discrepancy between what appears on your screen and our server, the server’s record prevails. You agree that these records are the ultimate authority for resolving any dispute about your game play or results.

4. Communication

We will contact you regarding your dispute using the contact details provided in your Account.

5. Alternative Dispute Resolution (ADR)

If you are dissatisfied with the outcome of our internal complaints process, you may escalate the matter to an independent ADR body. We cooperate with EGIS (https://egis.io/), which operates under the regulations of the Tobique Gaming Commission. To submit a dispute to EGIS, email [email protected].