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You are free to contact our customer service team according to the instructions found on the Website to give us any complaints regarding our services.
Complaints are handled in the support department and escalated in the organisation of the Casino in the case that support personnel did not solve the case immediately. You shall be informed about the state of the complaint to a reasonable level.
Casino is to acknowledge a complaint started by the account holder only. It is forbidden to and you can therefore not assign, transfer, hand over or sell your complaint to the third party.
Casino will dismiss the complaint if the matter is handed over to be conducted by the third party and not the original account owner.
In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that was logged on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
When we wish to contact you regarding such a dispute, we will do so by using any of the contact details provided in your Player Account.
To encourage both our casino and the player to solve a potential issue as quickly as possible, there is a timer installed, so actually each party has 96h to respond. Failure of each party to do so within the given timeframe will result in the closure of the complaint. Hopefully, it won’t come to this, but if it by any means does, we are willing to do our best to resolve all issues in the best possible way.
