Complaints & Disputes
We take feedback seriously. If something didn't work the way it should have — a bet, a payout, a feature — these are the steps to get it resolved.
The Process
1. Contact Support
Send an email from your registered email address to our Customer Support team, or open a ticket from the Support page. Describe the issue clearly and attach any evidence.
2. Investigation
Our team reviews the case, including transaction logs and game history where relevant. Most queries are answered within a few days, and all queries within 28 days of receipt.
3. Escalation
If the response doesn't resolve the issue, ask for escalation. Our management team will review the case independently before issuing a final position.
4. Independent Recourse
If our final position still doesn't resolve it, you have the right to settle the dispute via arbitration or contact the licensing authority — see the section below.
What to include
- Your registered email address
- Date and approximate time of the issue (in your local timezone)
- Bet or transaction ID, if applicable
- Screenshots, error messages or supporting files
- A clear description of what happened and what you expected to happen
Timelines
- Wager dispute window
- 3 days from settlement
- Typical first response
- A few days
- Maximum response time
- 28 days
Independent recourse
If you believe we've breached our gaming licence, you can contact Anjouan Licensing Services Inc. directly via their Player Support channel or via the "File a Complaint" button shown in the seal on our site.
Note: payout, blocked-account and feature complaints must first be taken up with us directly. Anjouan should only be contacted when the complaint relates specifically to a licence breach. All disputes must be recorded in writing via email so the complaint is correctly logged.
Ready to file?
Open a ticket from the Support page and we'll take it from there.