Third-Party Complaint Policy
Third-Party Complaint Policy for Licensed Operators
◆ The Authority does not mediate, adjudicate, or intervene in disputes between players and operators. The complaints framework is designed to ensure that disputes are handled through a clear, structured process, with responsibility first resting with the operator and, where necessary, with independent ADR.
Complaint Procedure for Player-Operator Disputes
All player-operator disputes must first be submitted directly to the licensed operator. The operator is responsible for reviewing the complaint, investigating the facts, and making reasonable efforts to resolve the matter within thirty (30) calendar days. This initial stage ensures that genuine issues can be addressed quickly at the source.
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 may not be accepted or reviewed.
Operators must set reasonable complaint deadlines in their terms and conditions. Game outcome disputes must be submitted within fourteen (14) calendar days of the relevant gaming session. Account-related disputes, including payments, suspensions, and bonuses, must be submitted within thirty (30) calendar days. These deadlines support fairness, evidence preservation, and efficient dispute handling
If a complaint is not resolved within the 30-day operator review period, the complainant may escalate the matter to an independent Alternative Dispute Resolution (ADR) provider. ADR participation is mandatory for all licensed operators. The operator must bear the costs of ADR proceedings, ensuring that legitimate complaints can be pursued without placing unfair financial barriers on the complainant.
Important
The Authority does not act as a mediator or tribunal for individual player or commercial disputes. Its role is to set the regulatory process and oversee licence compliance. Player disputes should first be addressed directly with the operator and, if unresolved, may be referred to ADR. Private commercial disputes, including IP, trademarks, affiliates, contracts, and domain names, are matters for the courts or appropriate arbitral bodies.
Scope and Limits of Review
The following matters fall outside the scope of regulatory review by the Authority:
• Disputes involving players located in excluded 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 operator resolution period
All complaints and ADR communications must be submitted and conducted in English. This ensures consistency, transparency, and efficient handling by all parties involved.
Commercial disputes, including intellectual property, trademarks, affiliate disputes, contractual claims, domain name issues, and similar private matters, are not regulatory disputes for the Authority. These matters must be resolved through the courts or other competent arbitral bodies