1. Overview & Purpose
We are committed to providing a fair, transparent, and enjoyable gaming environment. If you are dissatisfied with any aspect of our services, games, transactions, or account management, you have the right to submit a complaint. This policy outlines how your complaint will be received, investigated, and resolved.
2. How to Submit a Complaint
You can lodge a complaint through our official customer support channels:
Live Chat: Available 24/7 directly on the website.
To help us resolve your issue quickly, please include:
Your account Username and registered Email address.
The specific details of the complaint (date, time, game title, transaction ID, or account activity).
Any supporting evidence (screenshots, transaction receipts, or chat logs).
3. Complaints Handling Process & Timeline
Acknowledgment: We will acknowledge receipt of your complaint within 24 hours.
Investigation: Our dedicated Support Team will investigate the matter using server logs, gameplay history, and payment records.
Escalation: If the issue involves technical errors, payments, or compliance, it will be escalated to the relevant department (VIP, Payments, or Technical Operations).
Final Response: We aim to resolve all complaints within 10 business days from the date of submission. If additional time is required due to complex technical or financial investigations, we will inform you of the delay and provide a revised timeline (not exceeding 14 business days).
4. Alternative Dispute Resolution (ADR)
If you are unsatisfied with our final decision or if your complaint remains unresolved after 14 business days, you have the right to escalate the dispute to an external independent body:
The decision of the designated ADR body or regulatory authority will be binding on both parties.
5. Confidentiality & Record Keeping
All player complaints and associated communications are logged, handled with strict confidentiality, and retained for a minimum of 5 years in compliance with applicable data protection laws and licensing obligations.