Complaints Procedure
Fair and transparent dispute resolution
1. How to File a Complaint
Step 1: Contact Us
Email [email protected] with full details
Step 2: Investigation
We investigate within 24-48 hours
Step 3: Resolution
Final response within 8 weeks
Required Information
To process your complaint efficiently, please include:
- • Your full name and account username
- • Date and time of the incident
- • Detailed description of the issue
- • Any relevant screenshots or documentation
- • Transaction IDs or game round numbers
- • Your preferred resolution
2. Complaint Categories
- • Deposit or withdrawal problems
- • Account verification delays
- • Unauthorized account access
- • Payment method issues
- • Account closure disputes
- • Bonus terms disagreements
- • Game malfunctions or errors
- • Disputed game outcomes
- • Technical connectivity issues
- • Live dealer disputes
- • Software bugs or glitches
- • RNG fairness concerns
3. Resolution Timeline
Acknowledgment
We confirm receipt of your complaint
Initial Response
First assessment and update
Investigation
Thorough review of all evidence
Final Response
Complete resolution or explanation
4. External Dispute Resolution
Malta Gaming Authority (MGA)
If you're not satisfied with our final response, you can escalate your complaint to our licensing authority:
- • Website: mga.org.mt
- • Email: [email protected]
- • Phone: +356 2546 9000
- • Address: Triq l-Imdina, Zone 1, Central Business District, Birkirkara CBD 1010, Malta
Alternative Dispute Resolution (ADR)
We also work with independent ADR providers for impartial resolution:
eCOGRA
Independent dispute resolution service for online gaming
IBAS
Independent Betting Adjudication Service
5. Contact Information
Complaints Manager
Xemeaino Limited
123 Gaming Street
St. Julian's STJ 1234
Malta
Important Note:
Email complaints are processed faster than postal mail. We recommend using electronic communication for urgent matters.
Need to File a Complaint?
We're committed to resolving all complaints fairly and promptly. Don't hesitate to contact us if you have any concerns.