Dispute Terms & Conditions

Dispute Resolution

Handling Disputes Between Players and Operators

This section provides a clear overview of the procedures and guidelines for managing disputes between players and Operators, ensuring that all interactions are handled fairly and professionally.


General Guidelines

  • Initial Handling by Operators: Operators are responsible for addressing any concerns or disputes raised by players in a courteous and professional manner. Anjouan Gaming will only step in if the Operator fails to adhere to established protocols. Players should reach out to Anjouan Gaming only if the parties are unable to achieve a satisfactory resolution.
  • Dispute Escalation: Players experiencing issues such as payout delays, account blocks, or technical problems should first attempt to resolve these directly with the Operator. If a satisfactory resolution isn’t achieved, the player may then escalate the issue to Anjouan Gaming for further review.
  • Invalid claims: We do not entertain claims for activities not covered by the Anjouan License, this includes players from prohibited territories and activities outside gaming such as marketplaces or the like. Such activities are outside the coverage of the license and as such claims will not be entertained.

Operator’s Responsibility in Handling Complaints

  • Notification Requirements:
    • Game Outcome Disputes: Operators must include in their Terms of Service that players are required to submit a formal complaint within fourteen (14) calendar days following the session date if they disagree with the outcome of a game.
    • Account-Related Issues: For other concerns related to the user account, such as payout discrepancies, suspensions, or bonus calculations, the complaint must be filed within thirty (30) calendar days of the session date.
  • Offering Mediation: Operators have the option to offer mediation as a voluntary and non-binding method to resolve disputes before escalating them further.
  • Reporting to Anjouan Gaming: If an Operator does not manage a complaint according to the industry’s best practices, they must report the incident to Anjouan Gaming, especially if the issue remains unresolved after thirty (30) calendar days.

Resolution of Unresolved Disputes

  • Mandatory Arbitration:
    • Arbitration Clause: Operators must include a clause in their Terms of Service that unresolved disputes will be referred to binding arbitration. The arbitration must be conducted by a tribunal recognized by national law within the EU or the UK and must be held in English.
    • Time Limit for Arbitration: Players must initiate arbitration within 365 days of the session date. Failure to do so will result in the forfeiture of any potential claims.
  • Restrictions on Settlements:
    • High-Value Disputes: Operators are prohibited from settling disputes that involve amounts exceeding EUR 25,000 without first obtaining approval from Anjouan Gaming.
    • Mandatory Reporting: Operators must report any legal claims brought against them by third parties to Anjouan Gaming within two (2) business days.

Anjouan Gaming’s Complaint Handling Process (CHP)

Anjouan Gaming’s CHP consists of a four-step process designed to ensure fair and impartial handling of complaints:

  1. Validation Process:
    • Complaint Submission: Anjouan Gaming will assess whether a submitted complaint qualifies for Alternative Dispute Resolution (ADR). The complaint must include the player’s full name, a valid email address, and a clear explanation of the issue.
    • Agreement to ADR: Both parties must agree to resolve the dispute through ADR rather than through litigation once the complaint is validated.
  2. Complaint Management After Validation:
    • Operator’s Responsibility: Upon validation, the Operator has Thirty (30) calendar days to demonstrate that they are actively working to resolve the dispute. Anjouan Gaming will monitor this process to ensure compliance.
  3. Requests for Additional Information:
    • Supporting Documentation: Anjouan Gaming may request further details or evidence from either party to proceed with the complaint. All communications must include both parties, except when confidentiality is necessary.
  4. Final Determination and Appeal:
    • Issuing a Ruling: After reviewing all relevant information, Anjouan Gaming will make a final decision.

Operator’s Obligations in Complaint Handling

  • Effective Communication: Operators are required to manage all player complaints professionally and promptly, in line with the Standard of Good Industry Practice. Complaints must be addressed within Thirty (30) business days of submission.
  • Accessible Complaint Procedures: Operators must maintain a clear, accessible procedure for handling complaints. This procedure should be available via a link on the website and included in the Terms of Service.

I accept the Terms & Conditions and wish to proceed with submission of a complaint.