Complaints Procedure
We take player concerns seriously. Here's exactly how a complaint is handled from start to finish.
How to File a Complaint
Start by contacting our support team through Live Chat or email, described in full on our Contact Support page. Most issues are resolved directly by our first-line support agents.
What to Include
- Your registered account username or email.
- A clear description of the issue, including dates and times.
- Any relevant transaction IDs, screenshots, or reference numbers.
- The resolution you are seeking.
Response Timeline
| Stage | Timeline |
|---|---|
| Initial acknowledgment | Within 24 hours |
| First-line resolution attempt | Within 3 business days |
| Escalation review (if unresolved) | Within 7 business days |
Escalation Process
If your complaint is not resolved to your satisfaction by first-line support, request escalation to a senior support manager. Escalated complaints receive a dedicated case review and a written response.
PAGCOR Dispute Resolution
If a complaint remains unresolved after our internal escalation process, you may raise the matter with PAGCOR as our regulatory body, which provides independent dispute resolution for licensed operators.
Contact Channels
All complaint channels are listed on our Contact Support page, including Live Chat, email, and Telegram.