1. Contact support
Provide the account email, relevant round/deposit/withdrawal reference, date/time and a clear description of the issue. Never send a seed phrase or private key.
2. Internal review
The operator should record the complaint, preserve relevant account and audit records, investigate fairly and provide a written outcome within the timetable required by its approved complaints policy.
3. Alternative Dispute Resolution
If the complaint remains unresolved and ADR is required or available, the operator must provide the certified ADR provider and access route approved for the licensed operation. The real provider details must be published before real-money launch.
4. Court and regulatory rights
Use of the internal complaints or ADR process does not remove a player's right to contact a regulator or use a court process where the law permits it. For a Curaçao-licensed operation, governing law and court jurisdiction must follow the applicable licence conditions.