How Complaints and Account Rules Are Handled
Any concern starts with our support email; if it stays unresolved, we ask players to put it in writing to a separate complaints address, including the account username, full registered name, the word COMPLAINT in the subject line, a detailed summary and specific dates and times. Our Complaints Resolution Committee reviews these cases and provides an outcome within 10 days, extended for complex matters, with external dispute resolution referenced where relevant, and we treat electronic correspondence as received within 5 business days of being sent.
Only one account per person, household, phone number, email and IP address is allowed; duplicate accounts are closed and any winnings voided. Buying, selling or transferring an account to another person is prohibited under our terms, and existing players manage access anytime through our account login page, where password recovery is also available.
Closing an account is done by request to support, and only once the balance is zero and no withdrawals are pending; otherwise, remaining funds are voided. Fund-related questions sit alongside our payment methods page, which covers deposit and withdrawal options in detail. All of these rules sit under the same terms and conditions version 1.8, dated 28 May 2026, that govern the whole relationship between us and our players.