Dispute Process

This page outlines the structured dispute handling process applied to claims involving alleged breaches of responsible gambling and self-exclusion obligations. All cases are handled on the basis of documented facts and verifiable evidence.

Process Overview

1. Case Intake and Mandate
   The player formally authorizes Casino Compliance to coordinate the dispute. Scope includes communication, documentation, and escalation handling.
2. Evidence Review and Preservation
   Relevant documentation is reviewed and secured, including self-exclusion notices, transmission records, account activity, and transaction data.
3. Compliance Assessment
   The operator’s actions are assessed against applicable responsible gambling obligations and mandatory player protection standards.
4. Formal Operator Notice
   A structured claim notice is issued to the operator, outlining the factual basis, legal position, and requested resolution within a defined timeframe.
5. Response Review
   Any operator response is evaluated for adequacy and consistency with documented facts. Where necessary, follow-up communication is initiated.
6. Escalation
   In the absence of satisfactory resolution, the dispute proceeds to escalation. This may include referral to licensing bodies, third-party dispute platforms, and further compliance reporting.

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 of mandatory responsible gambling obligations is established, restitution of affected transactions may be pursued. Each case is assessed individually based on its factual and regulatory context.