Complaints and Dispute Resolution Policy

Our team prioritizes transparency and mathematical accuracy across all published content. If you discover incorrect data on our platform or experience a severe, unresolved issue with a recommended gambling operator, you have the right to file a formal complaint. This document outlines our structured process for receiving, investigating, and resolving user reports.

Categories of Complaints We Accept

We divide user reports into two distinct categories to ensure efficient processing:

• Internal Content Errors: This includes reporting outdated Return to Player (RTP) figures, incorrect bonus wagering requirements, broken links, or technical errors specifically on our website.
• Operator Disputes: If a casino recommended on our platform refuses a legitimate real money withdrawal, violates their stated terms and conditions, or ignores responsible gaming requests, we will intervene on your behalf.

How to Submit a Formal Complaint

To ensure our QA testers and compliance reviewers can investigate your claim properly, you must provide concrete evidence.

1. Gather Documentation: Collect all relevant data, including transaction IDs, exact timestamps, and clear screenshots of the casino cashier or customer support chat logs.
2. Contact Our Team: Send a detailed email to [email protected].
3. Subject Line Formatting: Use a clear subject line to bypass our standard filters, such as “Formal Complaint - Content Error” or “Formal Complaint - Operator Dispute [Casino Name]”.

Our Investigation Timeframes

We adhere to a strict internal Service Level Agreement (SLA) for handling user reports.

• Initial Acknowledgment: You will receive a manual confirmation of receipt from our team within 24 hours.
• Content Corrections: If you report a mathematical error or outdated technical specification regarding a crash game, we verify the data and implement the correction within 48 hours.
• Operator Mediation: Disputes involving external casinos require coordination with the operator’s management team. We will contact our direct representatives at the casino and aim to provide you with an actionable update within 7 business days.

Actions Taken Against Operators

We do not tolerate predatory behavior from the platforms we review. If our investigation proves that an operator is intentionally delaying UPI withdrawals or unfairly confiscating player balances, we take immediate action. The operator will face a severe score penalty on our website. If the behavior is systemic, we will permanently remove them from our recommendation lists and issue a public blacklist warning to protect other Indian players.

Escalating Severe Disputes

Please note that we act as an independent mediation board and information portal. We do not hold legal authority over third-party casinos. If an operator completely refuses to cooperate with our mediation efforts, you must escalate the complaint directly to the regulatory body that issued their license.

Depending on the platform, you will need to file a report with the Malta Gaming Authority (MGA), the UK Gambling Commission (UKGC), or the specific Curacao master license holder (such as Antillephone N.V. or Gaming Curacao). We will provide you with the correct regulatory contact forms and assist you in structuring your official complaint to the licensing board.