Third-Party Complaint Policy
The Authority may receive complaints or reports 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 relating to player-operator disputes must first be submitted directly to the licensed operator. Operators are required to investigate complaints and make reasonable efforts to resolve them within thirty (30) calendar days.
Operators must include reasonable complaint time limits in their terms of service. Game outcome disputes must be submitted within fourteen (14) calendar days of the relevant session. Account-related disputes, including payments, suspensions, and bonuses, must be submitted within thirty (30) calendar days.
Where a complaint is not resolved within the 30-day period, the complainant may escalate the dispute to an independent Alternative Dispute Resolution (ADR) provider. 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
Where a complaint does not identify a potential breach of licence conditions, the Authority may determine that no regulatory review is required.
All complaints and ADR communications must be conducted in English.
To submit a complaint or regulatory enquiry regarding a licensed operator: