Complaints

In case you have a complaint, the first step should be contacting the casino support team. We aim to provide a substantive response to your complaint as soon as possible and seek to resolve the complaint within eight weeks from the date the complaint is received. Depending on the complexity of the complaint, the investigation may take longer than eight weeks to resolve. In such a case an update explaining the reasons the final response is not provided yet as well as the period we expect to be able to do so will be sent to you.

In the event of any dispute, you agree that the records of the server 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 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 regarding a dispute, we will do so by using any of your contact details. We do our best to resolve the complaints within ten (10) calendar days of receipt of the complaint. Should the claim require more time to be resolved, the time period can be extended.

We have appointed ThePOGG.com as ADR provider that you may also complain to. Complaints to ThePOGG.com may be sent to complaints@thepogg.com. Should you still not be satisfied with the ruling, you may also contact the MGA Player Support Unit by email address support.mga@mga.org.mt, or by online-gaming-support.

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