You are free to contact our customer service team according to the instructions found on the Website to give us any complaints regarding our services.
Complaints are handled in the support department and escalated in the organisation of the Casino in case the support personnel did not solve the case immediately. You shall be informed about the state of the complaint to a reasonable level.
If the dispute is not resolved at the casino management level, you can contact any independent body, gaming authority or the licensing regulator listed on the Website.
We have appointed ThePOGG.com as ADR provider that you may also complain to. Complaints to ThePOGG.com may be sent to [email protected]. Should you still not be satisfied with the ruling, you may also contact the MGA Player Support Unit by email address [email protected] or by clicking https://www.mga.org.mt/support/online-gaming-support/
We do our best to resolve the complaints within ten (10) calendar days of receipt of the complaint. Should the claim require more time to be resolved, the time period can be extended.
In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that was logged on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
When we wish to contact you regarding such a dispute, we will do so by using any of the contact details provided in your Player Account.