2.1 If a Player wishes to submit a complaint regarding the Services, the Player may contact customer support using the contact details published on the Website.

2.2 Complaints should be submitted by the holder of the relevant Player Account and should contain sufficient information to enable the Company to investigate the matter. The Company may require the Player to provide additional information or supporting documentation where reasonably necessary.

2.3 The Company may decline to correspond with or disclose information relating to a complaint to any third party unless the Player has provided appropriate written authorisation or the Company is required to do so under applicable legal, regulatory or licensing requirements.

2.4 The submission of a complaint does not affect the Company's right to suspend, restrict or close a Player Account or otherwise take any action permitted under the Terms and Conditions or required to comply with applicable legal, regulatory or licensing requirements.

2.5 This Complaints Policy is published on the Website and is intended to provide Players with a clear and accessible process for submitting and resolving complaints relating to the Services.

3.1 The Company will acknowledge receipt of a complaint within 72 hours of receipt. The Company will make good-faith efforts to investigate complaints fairly and resolve them within 30 calendar days from the date the complaint is received, taking into account the nature and complexity of the complaint.

3.2 Complaints are initially reviewed by customer support and may, where appropriate, be referred to other personnel within the Company for further investigation and resolution.

3.3 During the investigation of a complaint, the Company may request additional information, documentation or clarification from the Player where reasonably necessary.

3.4 Where a Player fails to provide information or documentation reasonably requested by the Company within a reasonable period, the Company may suspend or discontinue its investigation until the requested information has been received.

3.5 Where multiple complaints submitted by the same Player relate to the same or substantially similar matter, the Company may investigate and determine those complaints together.

3.6 The Company may decline to investigate or continue investigating complaints that are anonymous, abusive, frivolous, vexatious, repetitive or submitted in bad faith.

3.7 The Company will investigate complaints in good faith and may consider all relevant information, records, technical data and documentation reasonably available to determine the appropriate outcome.

4.1 Following completion of its investigation, the Company will notify the Player of the outcome of the complaint using the contact details associated with the Player Account. Where the complaint has not been resolved within the Company's internal complaints process, the Player will be informed of the available Alternative Dispute Resolution (the “ADR”) mechanism in accordance with applicable licensing requirements.

4.2 In determining the outcome of a complaint, the Company may take into account all relevant information available to it, including its internal records, technical data, transaction records, game records and any other information obtained during the investigation.

4.3 Where the Company determines that a complaint is justified, the Company may take such action as it considers appropriate in the circumstances, subject to the Terms and Conditions and applicable legal, regulatory or licensing requirements.

4.4 The submission or investigation of a complaint does not prevent the Company from taking any action that it reasonably considers necessary to protect the integrity of the Services or to comply with applicable legal, regulatory or licensing requirements.

5.1 If a complaint remains unresolved following the Company's internal complaints process or has not been resolved within 30 calendar days of receipt, the Player will be informed that ADR is the next available escalation mechanism.

5.2 The Company shall participate in any ADR procedure designated or approved by the applicable licensing authority where required by applicable legal, regulatory or licensing requirements.

5.3 The Company shall cooperate fully with any ADR proceedings and comply with any applicable determinations, recommendations or resolutions issued through such proceedings.

5.4 The Company shall bear all administrative and adjudication costs associated with ADR proceedings where required by applicable legal, regulatory or licensing requirements, and no ADR-related costs shall be charged to the Player.

6.1 In the event of any dispute relating to the outcome of a game, wager, bonus, transaction or any other activity conducted through the Services, the records maintained by the Company's gaming systems, including game server logs, transaction records, technical data and any other records maintained by the Company in the ordinary course of its business, shall, in the absence of manifest error, be presumed accurate and shall prevail over any conflicting information displayed on the Player's device.

6.2 The Company may rely upon its internal records and any other relevant information available to it when investigating and determining the outcome of a complaint.

7.1 The Company may communicate with the Player regarding a complaint using the contact details associated with the Player Account.

7.2 Nothing in this Complaints Policy limits the Company's rights or obligations under the Terms and Conditions or applicable legal, regulatory or licensing requirements.

7.3 If any provision of this Complaints Policy is found to be invalid, illegal or unenforceable, the remaining provisions shall continue in full force and effect.

7.4 The Company reserves the right to amend this Complaints Policy from time to time. Any amendments will be published on the Website and will become effective upon publication unless otherwise stated.

7.5 Nothing in this Complaints Policy limits any rights available to Players under applicable legal, regulatory or licensing requirements, including the right to refer unresolved complaints to an applicable ADR mechanism where available.