Dispute resolution

Handling disputes

1. Introduction

Dispute resolution is an essential aspect of the operation of a betting platform. This policy establishes guidelines and procedures for the effective and fair resolution of disputes between players and the betting platform, with the assistance of the financial gateway.

2. Objective

The aim of this policy is to provide a clear and efficient process for resolving disputes, ensuring that players' concerns are dealt with in a fair and transparent manner.

3. Responsibilities

3.1 Dispute Resolution

• Team Evaluate disputes impartially and fairly.

• Collect and review evidence related to the dispute.

• Make informed decisions and communicate resolutions to players.

3.2 Senior Management

• Support the dispute resolution team and provide the necessary resources.

• Ensure that dispute resolution decisions are consistent with company policy.

3.3 Players

• Communicate disputes in a timely and cooperative manner.

• Provide evidence or relevant information to support their claims.

4. Dispute Resolution Process

4.1 Dispute initiation

• Players must file a dispute through the designated support channels.

• The dispute is registered and assigned to the dispute resolution team.

4.2 Collecting Evidence

• The dispute resolution team collects relevant evidence, such as transaction records, game histories and communications.

• Players are encouraged to provide evidence to support their claims.

4.3 Dispute Assessment

• The dispute resolution team evaluates all available evidence.

• The dispute is evaluated based on company policies and applicable regulations.

4.4 Decision and Resolution

• A decision is made based on the assessment of the dispute.

• Resolution may include reimbursement, settlement or other appropriate action.

4.5 Communication with Players

• Players are informed of the decision and resolution of the dispute.

• Clear and detailed communications are provided to players.

5. Transparency and Confidentiality

• Dispute resolution is carried out with the utmost transparency.

• The confidentiality of player information is maintained in accordance with privacy regulations.

6. Regulatory Compliance

• The company complies with all dispute resolution regulations, including gambling regulations and player protection.

7. Dispute Resolution

• Training The dispute resolution team receives regular training to improve their skills in resolving disputes fairly and effectively.

8. Documentation and archiving

• All records relating to disputes and their resolution are documented and filed in accordance with regulations.

9. Review and Continuous Improvement

• The dispute resolution policy is reviewed periodically to ensure its effectiveness and compliance with regulations.

10. Conclusion

Dispute resolution is fundamental to maintaining player confidence in our platform. We are committed to providing a transparent, efficient and fair process for resolving disputes to the satisfaction of all parties involved. Regulatory compliance and the constant improvement of our dispute resolution processes are key priorities for our company.