The Dispute Process
A structured, documentation-based approach to handling claims involving alleged breaches of responsible gambling and self-exclusion obligations.
All cases are handled on the basis of documented facts and verifiable evidence.
The player formally authorises Casino Compliance to coordinate the dispute. We establish the scope, gather initial information, and confirm that the case falls within our service parameters.
Relevant documentation is reviewed and secured — including self-exclusion notices, transmission records, account activity, and transaction data. A clear factual record is established before any contact with the operator.
The operator's actions are assessed against applicable responsible gambling obligations and mandatory player protection standards. We identify the specific breach and determine the appropriate resolution path.
A structured claim notice is issued to the operator outlining the factual basis, compliance position, and requested resolution — with a defined response timeframe. Communication remains professional and non-adversarial at this stage.
Any operator response is evaluated for adequacy and consistency with documented facts. If the response is satisfactory, we work toward final settlement. If not, the case proceeds to escalation.
In the absence of satisfactory resolution, the dispute is escalated — including referral to ADR bodies, licensing authorities (MGA, Curaçao eGaming), or third-party dispute platforms such as AskGamblers or Casino Guru.
Guiding Principles
- Documentation-based handling only
- No speculative or unfounded claims
- Clear timelines and defined escalation stages
- Compliance-focused, non-adversarial initial approach
Outcome
- Where a breach is established, restitution of affected transactions may be pursued
- Each case assessed individually on its factual and regulatory context
- Full case documentation provided on conclusion
- No legal advice or representation is provided