Complaints and/or Disputes Handling Procedure

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  • You accept the responsibility to verify your balance on each account log-in prior to wagering. When you verify and accept your account balance you agree that all previous transactions are correct and you do not have any claims
  • Claims and disputes must be settled prior to making any further wagers.
  • Should you wish to make a complaint regarding the Services, as a first step you should as soon as reasonably practicable contact Player Services about your complaint, which will be escalated as necessary within our Player Services team until resolution.
  • All internet transactions will be logged and log files securely stored.
  • Members can request a statement of transactions by contacting Player Services.
  • For general casino disputes, we provide a record that contains the bet amount, running balance, game type, Round ID and time for each single casino round. Due to technology constraints we can only provide the member with the card/number/dice details and outcomes for a limited number of casino rounds only (25 rounds maximum) Every casino round has a unique Round ID and members should provide it in their casino claim. If a unique Round ID or exact time for a particular casino round is not provided by the member we cannot guarantee the funds will be reimbursed.
  • If there is a dispute arising from the Terms of Use which cannot be resolved by Player Services having been escalated in accordance with paragraph 13.3, you can request that the matter be addressed by a manager or supervisor. We will endeavor to resolve the matter to your satisfaction either immediately or by contacting you subsequently.
  • You acknowledge that our random number generator will determine the outcome of the games played through the Services and you accept the outcomes of all such games. You further agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server used by our site, the result that appears 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, we may do so using any of your Contact Details. Notices will be deemed to have been properly served and received by you immediately after an email is sent or after we have communicated with you directly by telephone (including where we leave you a voicemail).