Dispute Terms & Conditions

Handling Disputes Between Players and Licensed Operators

These Dispute Terms & Conditions set out the mandatory procedures governing how disputes between players and licensed Operators must be handled under the Anjouan Internet Gaming regulatory framework.

They apply to all B2C Operators licensed by Anjouan Gaming and to all players engaging with licensed gaming services.

1. General Principles

  • All disputes must be handled directly between the player and the Operator
  • Anjouan Gaming does not mediate, arbitrate, adjudicate, investigate, or decide disputes
  • Operators bear full responsibility for complaints handling
  • Independent Alternative Dispute Resolution (ADR) is the mandatory escalation mechanism
  • Anjouan Gaming’s role is limited to regulatory supervision and enforcement

2. Operator-First Complaint Requirement

Initial Handling by Operators

All player complaints — including but not limited to deposits, withdrawals, account restrictions, delays, bonus disputes, or technical issues — must first be submitted directly to the Operator.

Complaints must be submitted using the complaint form embedded within the Operator’s interactive site seal validation page.

Complaints submitted through any other channel are invalid and will not be considered.

3. Mandatory 30-Day Resolution Period

Operators are required to:

  • Acknowledge complaints promptly
  • Investigate complaints in good faith
  • Make reasonable efforts to resolve complaints within thirty (30) calendar days from receipt

Complaints escalated before the expiry of the 30-day period are considered premature and non-compliant.

4. Scope Limitations and Invalid Claims

The following claims fall outside the scope of the Anjouan Internet Gaming Licence and will not be considered:

  • Claims involving players located in excluded, prohibited or restricted territories
  • Claims relating to activities not covered by the gaming licence, including but not limited to:
    • Marketplaces
    • Non-gaming products or services
    • NFTs
    • Third-party commercial arrangements
  • Claims unrelated to licensed gaming activity

5. Escalation to Alternative Dispute Resolution (ADR)

Mandatory ADR Participation

If a complaint is not resolved within the 30-day resolution period, the player may escalate the dispute to an independent Alternative Dispute Resolution (ADR) provider.

All Anjouan-licensed Operators are required to:

  • Designate at least one approved ADR provider
  • Participate fully and in good faith in ADR proceedings
  • Comply with ADR rules and procedures
  • Bear the costs of the ADR proceedings

ADR represents the sole dispute escalation mechanism under the Anjouan Gaming regulatory framework.

6. Time Limits for Complaints and ADR

Operators must ensure that their Terms of Service include reasonable complaint time limits, including:

  • Game outcome disputes:
    Players must submit complaints within fourteen (14) calendar days of the relevant gaming session.
  • Account-related disputes (including payments, suspensions, bonuses):
    Complaints must be submitted within thirty (30) calendar days of the relevant session or event.

ADR escalation must be initiated in accordance with the ADR provider’s published time limits.

7. Arbitration and Litigation

Anjouan Gaming does not require or mandate arbitration, nor does it impose any waiver of judicial remedies.

Any arbitration or litigation provisions included in an Operator’s Terms of Service are:

  • The sole responsibility of the Operator
  • Subject to applicable law
  • Outside the scope of Anjouan Gaming’s dispute framework

8. Reporting Regulatory Non-Compliance

While Anjouan Gaming does not intervene in disputes, Operators are required to report regulatory issues, including:

  • Failure to maintain a compliant complaints process
  • Failure to observe the 30-day resolution requirement
  • Refusal to participate in ADR
  • Systemic complaints handling deficiencies

Such matters may be reported via the official contact form and may result in regulatory or enforcement action.

9. Language and Documentation

  • All complaints and ADR communications must be conducted in English
  • Players and Operators are responsible for retaining relevant records and correspondence
  • Anjouan Gaming does not collect or evaluate dispute evidence

10. Regulatory Notice

These Dispute Terms & Conditions form part of the Anjouan Internet Gaming regulatory framework.

They do not:

  • Create a right of appeal to Anjouan Gaming
  • Authorise Anjouan Gaming to issue dispute decisions
  • Replace contractual, statutory, or judicial remedies