Complaint procedure
1) Purpose and principles
The procedure describes how the user submits a complaint, how the platform accepts, considers and responds to it.
Transparency: clear steps, statuses, deadlines.
Fairness: Impartial consideration, "right to be heard."
Evidence: decisions are based on facts (logs, tickets, documents).
Accessibility: simple form, user language, accessibility for people with disabilities.
Protection: data privacy and anti-retaliation.
2) Scope (what constitutes a complaint)
Betting/outcome calculation, game provider errors.
Bonuses and promos (vager, games contribution, max bet, timing).
Payments, findings, KYC/SoF/SoW, sanctions/PEP.
Technical glitches/availability.
Content moderation/blocking/anti-fraud.
Privacy and data protection (as part of a separate Privacy procedure).
3) Supply channels
1. Account form (recommended channel).
2. E-mail support/compliance.
3. Built-in chat (application is translated into a claim).
4. Postal address (for jurisdictions where required).
In all channels, the complaint receives a single ID and enters the registry.
4) Mandatory fields of the complaint form
Account ID/mail.
Topic (game/bonus/payout/tech/other).
Date and time of the event (with time zone explanation).
Description of facts and desired result.
Attachments: screenshots/videos/receipts/ticket ID.
Consent to data processing for review.
yaml complaint:
account_id: "user123"
topic: "withdrawal"
datetime: "2025-11-05T18:30:00+02:00"
description: "Withdrawal request W123 delayed beyond ETA"
expected_outcome: "Payment and compensation of commission"
attachments: ["screenshot1. png", "psp_receipt. pdf"]
contact_email: "user@domain. com"
consent: true5) Process (standard flow and SLA)
Step 1 - Register
Auto-confirmation with complaint number within 1 business day.
Categorization (subject/risk/jurisdiction), prioritization.
Step 2 - Initial Check
Verification of data completeness, request for missing documents (deadline 7 days).
Status: Data needed.
Step 3 - Review
Collecting logs (game/payment/system), polling the provider/PSP if necessary.
Basic SLA solution: up to 15 calendar days (complex cases - up to 30, with user notification).
Step 4 - Solution
Outcome: Satisfied/Partially/Denied.
Written motivation, citation of rules/regulations, appeal instructions.
Step 5 - Appeal/Escalation
Internal appeal - up to 15 days.
ADR/Ombudsman - 15-45 days (if available in jurisdiction).
Further - arbitration/court according to Terms.
Cabinet statuses: Accepted → Under review → Data needed → Resolution → Closed/Escalation.
6) Prioritization (matrix)
7) Evidence (what we fix)
Game logs of rounds/tickets, RTP/slot rules, results feed.
PSP payment requests and responses, status codes, commission, conversion.
KYC/AML artifacts (minimum required volume, no over-disclosure).
System incidents, session breaks, restarts at the provider.
Communication history (timestamps, settlement proposals).
8) Escalations and external mechanisms
Internal appeal: analysis by an independent group (Legal/Compliance/Payments).
ADR/Ombudsman: if provided by local law. The platform provides materials at the request of the authority.
Arbitration/Court: subject to contractual clause (see Dispute Resolution and Arbitration).
9) Communications: letter templates
A. Acknowledgement
Subject: Accepted your complaint # [ID]
Text: Hello, [Name]! Complaint registered on [date/time]. The next update is before [date]. If you need documents, we will inform you in a separate letter.
B. Request missing information
Subject: Need additional data on complaint no. [ID]
Text: For an objective decision, please provide: [list]. The deadline is [date]. Without this data, consideration may be delayed.
C. Final decision
Subject: Resolution of Complaint No. [ID]
Text: We reviewed the complaint and made a decision: [satisfy/partially/refuse]. Grounds: [briefly]. You can appeal by [date] or contact [ADR/Ombudsman], instructions - via the link in the account.
D. Extension (exceptional)
Subject: Update on complaint no. [ID]
Text: We need more time because of [reason]. The new response deadline is [date]. We apologize and keep you posted.
10) UX requirements for complaint interface
One-click "File a complaint" button from any disputed page (bet, bonus, output).
Visible SLAs and ETAs, current status, next update date.
Application of drag & drop files, previews and hints (what evidence is appropriate).
History of all complaints with outcomes, dates and responsible roles.
Text localization and support for assistive technologies (ARIA tags, contrast, keyboard navigation).
11) Confidentiality and storage
We process the minimum required amount of personal data.
Role Access (RBAC), activity logging, sensitive identity masking.
Shelf life: in accordance with the law (often 5-10 years for fin/AML) and internal privacy policy.
Separate register of disclosures to third parties (Ombudsman/ADR/Court).
12) Anti-Retallation and Abuse
The user is not subject to sanctions for a bona fide complaint.
Knowingly false statements and abuse of the process (fraud, threats, spam) are prohibited.
The platform can restrict an account for proven abuse, fixing the grounds.
13) Roles and responsibilities
Support (L1): registration, communications, collection of missing data.
Risk/Payments (L2): log analysis, PSP cases, SLA for payments.
Legal/Compliance (L3): complex/regulatory cases, appeals, external authorities.
Procedure Owner: responsible for versioning, metrics and quarterly revisions.
14) Quality Metrics (KPI/KRI)
SLA-compliance% (cases closed on time).
Time-to-Decision p50/p95, escalation share.
Win/Lose/Goodwill Rate by topic (payments, bonuses, technical failures).
Repeat complaints (%) at 30/90 days.
Top 5 reasons - for product edits.
CSAT on final decisions.
15) Pre-publication checklist
- Channels, shape, and statuses are described and available in the interface.
- SLAs/ETAs are set and reflected in your personal account.
- Email templates and macros are approved.
- Evidence map: who and how gets access to logs/PSP/providers.
- Privacy/Terms/Bonus/Withdraw policies are consistent and refer to the procedure.
- A register of complaints and a dashboard of metrics have been set up.
- Team training (L1-L3) conducted; there are playbooks for P1 cases.
16) Short block to include in Terms (copy and adapt)
17) Frequent questions (mini-FAQ)
Where to file a complaint? In your personal account - section "File a complaint," or to [email].
What are the deadlines? Confirmation - 1 days, decision - up to 15 days (complex - up to 30).
What to attach? Screenshots/game tickets/payment receipts.
If you don't agree with the answer? Appeal or contact ADR/Ombudsman.
Will the complaint affect my account? Not if the appeal is bona fide.
18) Implementation and maintenance of relevance
1. Bring the "Complaint" button to critical screens (game/bonus/output).
2. Synchronize the procedure with the rules "Dispute Resolution and Arbitration," "Bonus Rules," "Payment and Verification Policy."
3. Revise SLAs, letter templates, and training once a quarter.
4. Publish aggregated statistics (without PDn) - increases trust and reduces repeated calls.
How to use this article
Copy form templates and letters, paste contacts and dates.
In the interface, display the statuses, ETA, and solution history.
Include the abbreviated block in Terms and the extended procedure in the help/FAQ section.
Set up metrics and monthly root cause analysis for product improvements.