Third-Party Complaint Policy
How to submit complaints relating to licensed operators.
◆ Complaints will be reviewed where they allege potential breaches of licence conditions or regulatory obligations. The Authority maintains a structured complaints framework to ensure disputes are handled in accordance with established procedures.
Complaint Procedure
All complaints must be submitted exclusively through the licensed operator’s validation page.
Players are required to access the operator’s interactive site seal, which links to the official validation page, and submit their complaint using the “Submit a Complaint” function provided therein.
Complaints submitted through any other channel will not be accepted or reviewed.
Where a complaint is not resolved within the prescribed 30-day period, the complainant may escalate the dispute to an approved, authorized independent Alternative Dispute Resolution (ADR) provider as listed in this official site. Participation in ADR is mandatory for all licensed operators. Operators are required to bear the costs of ADR proceedings.
Important
The Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. Matters relating to trademark ownership, domain name rights, contractual disputes, or other private legal matters fall within the jurisdiction of competent courts or arbitral bodies.
Scope
The following matters fall outside the scope of regulatory review:
- Disputes involving players in excluded or prohibited territories
- Claims relating to activities not covered by the gaming licence
- Claims unrelated to licensed gaming activity
- Complaints escalated before the expiry of the 30-day resolution period
All complaints and ADR communications must be conducted in English.