Anjouan Gaming maintains a structured and transparent complaints framework designed to ensure that player disputes are handled fairly, efficiently, and in accordance with established regulatory procedures.
Operator-First Complaint Requirement
All disputes with a licensed Operator — including, without limitation, matters relating to deposits, withdrawals, account restrictions, delays, bonuses, or game outcomes — must first be raised directly with the Operator.
Complaints must be submitted using the complaint form embedded on the site seal validation page of the relevant Operator.
Operators are required, as a condition of their licence, to investigate complaints in good faith and to make reasonable efforts to resolve them within thirty (30) calendar days from the date the complaint is received.
Players should retain all correspondence and supporting documentation during this period.
Mandatory 30-Day Resolution Period
Licensed Operators are afforded a mandatory 30-day period to address and attempt to resolve player complaints internally.
Complaints escalated before the expiry of this period will be considered premature and will not be treated as compliant with Anjouan Gaming’s regulatory framework.
Escalation to Alternative Dispute Resolution (ADR)
Where a complaint has not been resolved within the 30-day period, or where no mutually acceptable outcome is reached, the player may escalate the dispute to an independent Alternative Dispute Resolution (ADR) provider.
Participation in ADR is mandatory for all Anjouan Gaming–licensed Operators. Operators are required to cooperate fully with ADR proceedings in accordance with their licensing obligations and the rules of the selected ADR provider.
ADR represents the sole dispute escalation mechanism under the Anjouan Gaming regulatory framework.
Role of Anjouan Gaming
Anjouan Gaming does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player–operator disputes.
Accordingly, Anjouan Gaming:
- Does not receive or evaluate evidence relating to individual complaints
- Does not solicit or assess submissions from players or Operators
- Does not issue determinations, rulings, or awards
- Does not act as an appeals body
Anjouan Gaming’s role is limited to regulatory oversight and enforcement, including monitoring Operator compliance with:
- Complaints handling procedures
- The 30-day resolution requirement
- Mandatory participation in ADR
Failure by an Operator to comply with these obligations may constitute a regulatory breach and may result in supervisory or enforcement action.
Procedural Requirements
- Complaints must be submitted directly to the Operator before any escalation
- Only complete complaints, supported by relevant documentation, should be pursued
- All communications and supporting materials must be provided in English
- Players may be required to accept the Operator’s Dispute Terms & Conditions and the ADR provider’s terms in order to proceed