Terms & conditions
These Terms and Conditions are effective from 18 February 2021. All previous terms and conditions are no longer valid and must not be relied upon.
Cloudbet.com (the “Website”) is a site operated and owned by Halcyon Super Holdings BV, Pareraweg 45, Curaçao (“Cloudbet”). All games offered on the Website are provided and regulated by Cloudbet, who are operating under the license 1668/JAZ issued to Curacao eGaming (CEG) by the Government of Curaçao. CEG has granted Cloudbet a non-exclusive right to offer games under this license.
In order to place bets with or for Cryptocurrency (such term to include bitcoin cash, all fractions of bitcoins, ethereum and any other cryptocurrency set out at clause 7.3), you will need to open an account with Cloudbet. By using and/or visiting any part, page or section of the Website, and/or opening an account with Cloudbet, you agree to be bound by these Terms and Conditions and are deemed to have accepted and understood all of the Terms and Conditions.
1.1. These Terms and Conditions may be presented in various languages other than English for reference only. In the event of any differences or conflict between the English version of the Terms and Conditions (accessible from the homepage of the Website) and a version in any other language, the English version shall prevail.
2.2. We may make amendments to these Terms and Conditions from time to time. We may take appropriate steps to bring such changes to your attention (such as by placing a notice of such change on a prominent position on the Website, together with the amended terms and conditions) but it shall be your sole responsibility each time you use the Website to check for any amendments, updates and/or modifications. Your continued use of the Cloudbet services and Website after any such amendment to the Terms and Conditions will be deemed to be your acceptance and agreement to be bound by of such amendments, updates and/or modification to these Terms and Conditions.
2.3. If you do not agree with any of these Terms and Conditions, including any document incorporated by reference, you must not use the Website or attempt to register with Cloudbet.
We may suspend or withdraw the Website
3.1 The Website is made available free of charge.
3.2 We do not guarantee that the Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Website for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
We may transfer these Terms and Conditions to someone else
4.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
By agreeing to these Terms and Conditions, you hereby represent and warrant that:
5.1. You are over (a) 18 or (b) such other legal age or age of majority as determined by any laws which are applicable to you, whichever age is greater.
5.2. You have full capacity to enter into a legally binding agreement with us and you are not restricted by any form of limited legal capacity.
5.3. You understand that by using our services you may lose Cryptocurrency on bets placed, poker and casino games and accept that you are fully responsible for any such loss.
5.4. You will not use our services while located in any jurisdiction that prohibits the placing and/or accepting of bets denominated in Cryptocurrency online, and/or playing casino and/or poker games for and/or with Cryptocurrency.
5.5. You are permitted in the jurisdiction in which you are located to use online sports betting, casino and poker services.
5.6. You are not depositing Cryptocurrency which originates from criminal and/or other illegal and/or unauthorized activities and/or intending to use your account in connection with such activities and that you shall not use and/or allow other persons to use the services provided by us and your account for any criminal and/or otherwise unlawful activities including, without limitation, money laundering, under any law applicable to you or us.
5.7. You will not use any device, robot, spider, software, routine or other method (or anything in the nature of the foregoing) to interfere or attempt to interfere with the normal proper functioning of our services, any relevant device(s), software, the Website, the sportsbook and betting information or any transactions offered on the Website and in particular will not employ or make use of any artificial intelligence or other system (including machines, computers, software or any other automated systems) designed specifically to defeat the Cloudbet systems and will not collude or attempt to collude with other players in order to defraud Cloudbet or its customers. The result of any of the above activities mentioned will result in all bets being void and accounts permanently blocked.
5.8. You are not an officer, director, employee, consultant, affiliate or agent of Cloudbet or working for any company related to Cloudbet, or a relative or spouse of any of the foregoing.
5.9. You are not diagnosed or classified as a compulsive or problem gambler or consider yourself to be the same.
7.1 Your account
7.1.1. Before you are able to start playing on the Website, we will require you to first register with us.
7.1.2. We do not accept registration from persons resident in jurisdictions that prohibit you from participating in online sports betting, gambling, gaming, and/or games of skill, for and/or with Cryptocurrency.
7.1.3. You agree that at all times when using the Website, including making requests for withdrawal or transfers of funds, you are not physically located in any of the following countries:
- the United States of America and its territories;
- United Kingdom;
- China, Macau, Hong Kong SAR;
7.1.4. We reserve the right to conduct such checks at any time as we deem necessary to verify our compliance with clause 7.1.3.
7.1.5 You agree to provide complete and accurate registration information to us. You agree to inform us promptly, in writing, of any changes to such information.
7.1.6. You authorize us to use any means that we consider necessary to verify your identity and creditworthiness with any third party providers of information.
7.1.7. Registration will be conducted using secure server encryption.
7.1.8. You will inform us as soon as you become aware of any errors with respect to your account or any calculations with respect to any bet you have placed. We reserve the right to declare null and void any bets that are the subject of such an error.
7.1.9. We reserve the right to apply a handling charge of up to 5% on deposits and withdrawals to cover transaction costs.
126.96.36.199. We reserve the right to suspend player accounts that have been inactive for more than 12 months. If your account has been suspended, please contact firstname.lastname@example.org for instructions on how to reactivate your account.
188.8.131.52. Only one account per customer/IP/household is allowed. If you attempt and/or successfully open more than one account, all of your accounts may be blocked, suspended or closed and any Cryptocurrency credited to your account frozen.
184.108.40.206. Account registration from .edu email addresses is prohibited.
7.2.1. If you register with us via the Website, upon completion of registration, we will confirm by email to the email address you have supplied that your account is open.
7.2.2. On registration via the Website, you will be required to choose a password for use on the Website.
7.2.3. You agree to keep your password confidential and that you are responsible for any misuse of your password. You must not disclose your account details or password to any third party. Any losses suffered due to a third party using your account will not be refunded by us and further you shall have full responsibility for any third party using your account details and shall hold us harmless in respect of any damages arising.
7.2.4. You agree to inform us at once by email if you know or believe that your account information is being misused by a third party so that we may suspend your account.
7.2.5. We recommend that you disable any automatic password memory in your browser prior to use. This will help to limit the risk of unauthorised use of your account.
7.2.6. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms and Conditions.
7.3.1. We accept bitcoin, bitcoin cash (BCHN), Ethereum, USDT, USDC, PAXG, DAI, LINK and PAX.
7.3.2. The details you will need to make your deposits are available on the Website in the My Account and Deposit pages.
7.3.3. We do not extend credit for the use of our services.
7.3.4. Cloudbet is not a banking institution. You will not be paid interest on any outstanding account balances.
7.3.5. Should your account become overdrawn due to a duplicate payment error, for example, if a withdrawal request being processed twice for whatever reason, you agree to fully reimburse Cloudbet for any such overdrawn amounts.
7.3.6. We reserve the right to deduct any incurred costs for deposits from any amount of Cryptocurrency that you withdraw, if such costs exceed the net revenue generated by you from the date upon which you first deposit Cryptocurrency with us.
7.4. Account Balance
7.4.1. Our calculations of your Account Balance, Bonus Balance and amounts owed by you under these Terms and Conditions will be final and, in the absence of any manifest error, will not be subject to any enquiry or investigation.
7.4.2. We reserve the right to close your account and to refund to you the Account Balance at our sole and absolute discretion and without any obligation to state a reason or give prior notice.
7.5. Client Account Management
7.5.1. All winnings will be held for the use of your account following confirmation of the relevant result.
7.5.2. Any amounts which are mistakenly credited as winnings to your account remain the property of Cloudbet and will automatically be transferred from your account upon the error being detected. Any winnings mistakenly credited to your account yet withdrawn by you will constitute a debt owed by you to Cloudbet in the amount of such wrongfully attributed winnings.
7.5.3. You may withdraw any amount up to the Account Balance in your account by issuing us with a valid notice of withdrawal in the manner specified in the My Account page of our Website.
7.5.4. It is possible to deposit or withdraw only Cryptocurrency from your account. We do not accept any other form of consideration.
7.5.5. Unless announced specifically, Cloudbet does not support forked protocols, coins or tokens which supplement or interact with Cryptocurrencies which we support. You should not use your Cloudbet account to attempt to receive, request, send, store, or engage in any type of transaction related to a fork. Cryptocurrencies may be subject to sudden changes in operating rules due to forks, and such forks may materially affect the function, value and/or the name of the Cryptocurrency you store in your Cloudbet wallet. Where possible, we may provide you with notices or alerts on forks, and you must read such notices or alerts received from us in order that you may consider how to deal with upcoming forks. However, it is your sole responsibility to make yourself aware of and consider how to deal with forks. In the event of a fork, there is a risk that we may be required to temporarily suspend operations related to that fork without providing notice to you in advance. We reserve the right to decline support for either or both branches of a fork. You acknowledge the risks associated with forks and you accept that Cloudbet bears no responsibility to assist you to sell or move a branch of a forked protocol.
7.5.6. We will not accept withdrawal requests made otherwise than via the facilities provided in the My Account pages of the Website. Our employees and any agents are not authorised to effect movements of Cryptocurrency in any other manner.
7.5.7 Payment of any taxes, fees, charges or levies that may apply to your winnings under any applicable laws shall be your sole responsibility.
7.5.8 Your winnings from settled bets are credited to your account and may be withdrawn in accordance with our withdrawal policy and if required by us, upon provision of the below materials to our satisfaction:
- a copy of valid photographic identification (passport, driver's license)
- proof of address (recent utility bill)
- credit/debit card to our satisfaction
- photo of yourself containing proof of date and identification materials
8.1. Cloudbet reserves the right to cancel any bonus or bonus program (including, but not limited to deposit bonuses, reload bonuses and loyalty program) with immediate effect if we believe the bonus has been set up incorrectly or is being abused, and if said bonus has been paid out then we reserve the right to decline any withdrawal request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely at the discretion of Cloudbet.
8.2. Terms and conditions of First Deposit Bonus
- Your bonus is earned when you collect loyalty points by playing our selection of sports and casino games.
- Your bonus is earned and released in the same currency you make your initial deposit with.
- For BTC First Deposit Bonus: We’ll release 0.01 BTC for every 800 loyalty points you earn. These 0.01 BTC increments will appear directly in your Cloudbet betting account, up to the maximum amount of five bonus BTC.
- For BCHN First Deposit Bonus: We’ll release 0.01 BCHN for every 150 loyalty points you earn. These 0.01 BCH increments will appear directly in your Cloudbet betting account, up to the maximum amount of five bonus BCHN.
- For ETH First Deposit Bonus: We’ll release 0.01 ETH for every 150 loyalty points you earn. These 0.01 ETH increments will appear directly in your Cloudbet betting account, up to the maximum amount of five bonus ETH.
- For USDT First Deposit Bonus: We’ll release 10 USDT for every 100 loyalty points you earn. These 10 USDT increments will appear directly in your Cloudbet betting account, up to the maximum amount of 1,000 USDT bonus.
- For USDC First Deposit Bonus: We’ll release 10 USDC for every 100 loyalty points you earn. These 10 USDC increments will appear directly in your Cloudbet betting account, up to the maximum amount of 1,000 USDC bonus.
- For PAXG First Deposit Bonus: We’ll release 0.01 PAXG for every 800 loyalty points you earn. These 0.01 PAXG increments will appear directly in your Cloudbet betting account, up to the maximum amount of five bonus PAXG.
- For DAI First Deposit Bonus: We’ll release 10 DAI for every 100 loyalty points you earn. These 10 DAI increments will appear directly in your Cloudbet betting account, up to the maximum amount of 1,000 DAI bonus.
- For PAX First Deposit Bonus: We’ll release 10 PAX for every 100 loyalty points you earn. These 10 PAX increments will appear directly in your Cloudbet betting account, up to the maximum amount of 1,000 PAX bonus.
- For LINK First Deposit Bonus: We’ll release 1 LINK for every 100 loyalty points you earn. These 1 LINK increments will appear directly in your Cloudbet betting account, up to the maximum amount of 100 LINK bonus
- The minimum deposit to receive a bonus is 0.01 BTC, 0.01 BCHN, 0.01 ETH, 10 USDT, 10 USDC, 10 PAX, 10 DAI, 10 LINK or 0.01 PAXG
- You have a total of 365 days to earn all the loyalty points needed to earn the bonus after your account is initially activated.
- You can view your bonus balance on your player dashboard at any time, as well as the amount of loyalty points needed to release the next increment.
8.3. Account Balance funds must be used before bonus funds. For any bets which include both Account Balance funds and Bonus Balance funds, any winnings (including the original stake) shall be credited to the Bonus Balance account.
8.4 When given a free bonus, you must make a deposit of at least 1 mBTC (or equivalent in BCHN, Ethereum, USDT, USDC, PAXG, DAI, LINK or PAX) before you can make a withdrawal from any winnings you may receive.
8.5 When playing with bonus funds, wagering on all games contributes towards the wagering requirements but certain games contribute greater amounts than others. Slots games in the 'Casino' tab accounts for 100% of the wagering requirements. Live casino and table games accounts for 10% of the wagering requirements. Casino Arcade games contribute 0% (including Aviator, Mini Roulette, Plinko, Keno, Mines, Goal Mines, Dice, HiLO).
8.6 Only bets placed with your bonus funds will count towards your rollover requirement.
8.7 When playing with bonus funds, all bets made in a single round shall be credited to the Bonus Balance account.
8.8 Bonus funds and sports bets made with bonus funds will be cancelled if a withdrawal of real funds is made.
8.9 To withdraw free bet winnings from the Crypto Arcade promotion, players must have deposited a minimum of 50Euros (or equivalent currency).
General Betting Rules
9.1. A bet can only be placed by a registered account holder.
9.2. A bet can only be placed over the internet.
9.3. You can only place a bet if you have sufficient Cryptocurrency in your account with Cloudbet.
9.4. The bet, once concluded, will be governed by the version of the Terms and Conditions valid and available on the Website at the time of the bet being accepted.
9.5. Any pay-out of a winning bet is credited to your account, consisting of the stake multiplied by the odds at which the bet was placed.
9.6. Cloudbet reserves the right to adjust a bet pay-out credited to a Cloudbet account if it is determined by Cloudbet in its sole discretion that such pay-out has been credited due to an error.
9.7. If the odds for a pre-live market move in your favour between the time that a bet on that market is submitted and the time that it is accepted by Cloudbet, the bet will be accepted at the odds that are more favourable to you.
9.8. A bet, which has been placed and accepted, cannot be amended, withdrawn or cancelled by you.
9.9. The list of all the bets, their status and details are available to you on the Website.
9.10. When you place a bet you acknowledge that you have read and understood in full all of these Terms and Conditions and Sportsbook Rules regarding the bet as stated on the Website.
9.11. Cloudbet manages your account, calculates the available funds, the pending funds, the betting funds as well as the amount of the winnings. Unless proven otherwise, these amounts are considered as final and are deemed to be accurate.
9.12. You are fully responsible for the bets placed.
9.13. Winnings will be paid into your account after the final result is confirmed by the official governing authority of such sport or competition. However, Cloudbet reserves the right to set aside any winnings should there be any investigation resulting from any suspicion of criminal activities that may have affected the result. If an irregularity is confirmed, Cloudbet retains the right to void any related bets.
9.14. Should Cloudbet become aware that you have placed a number of bets from different accounts you have irregularly opened, all bets will be voidable at the unfettered discretion of Cloudbet. Cloudbet retains the right to take further action as it deems necessary.
9.15. If bets, which exceed the stated maximum bet amounts, are erroneously accepted by Cloudbet, the excess amount will be disregarded and the bet amount placed will be revised accordingly and the difference paid back to you.
9.16. You hereby confirm that you are not part of a betting syndicate where several parties are involved in placing bets in order to evade the Sportsbook Rules, these Terms and Conditions or any other rules of Cloudbet.
9.17. Unless otherwise stated, all bets on Cloudbet are settled according to the full time result of a match declared by the official governing body of such sport or activity.
9.18. Statistics, live scores, live betting or editorial text published on the Cloudbet site is added information and Cloudbet does not acknowledge or accept any liability whatsoever if the information is incorrect. It is your responsibility to be aware about all circumstances relating to an event and to independently verify all information published on the Website.
9.19. If a match does not start on the scheduled starting date or starts but is later postponed and/or abandoned and is not completed (resumed) by the end of the next calendar date, all bets will be void except for any bets placed on markets which have been unconditionally determined, which will stand. Some markets have different rules and these are listed under each sport/market on the Website.
9.20. Cloudbet reserves the right to declare a bet void, totally or partially, if it is obvious that:
- bets have been offered, placed and/or accepted due to an error;
- bets has been made at odds that are clearly wrong and stand out from odds offered by other gaming companies;
- bets have been placed after the event has started or after any deadline set by Cloudbet (live betting excluded where permitted by Cloudbet);
- syndicate betting has occurred;
- influence betting, where you have influenced the outcome of the match in any way, has occurred; and/or
- the result has been directly or indirectly affected by criminal actions.
- the odds from any wager has been clearly manipulated.
- bets have been placed from a prohibited jurisdiction. For the avoidance of doubt, please refer to Section 7: Your Account, above for details on prohibited jurisdictions.
9.21. All results posted shall be final after 72 hours and no queries will be entertained after that period of time. Within 72 hours after results are posted,. The company will only reset/correct the results due to human error, system error or mistakes made by the referring results source.
9.22. If a bet / event is declared void, it will be evaluated as “won” at odds 1.0, which means it is still possible to win or lose depending on the remaining bets.
9.23. Cloudbet reserves the right to adopt special rules, applicable for particular matches or events that may be contradictory to the Sportsbook Rules. Such special rules may be published in conjunction with published odds for particular matches and/or events.
9.24. Communication errors do occasionally happen. The way our system works is that the bet is confirmed only when it is received on our servers. Should there be a break in communication after you place your bet and it has been received on our servers it will still participate in the active game. You will be informed whether you have won or lost once communication is re-established. If the bet is not received on our servers then it will not participate and the bet amount will not be taken from your account.
9.25. If you are unsatisfied with any matter relating to a bet with Cloudbet, please notify Cloudbet within 14 days after the transaction has occurred. Notification made after such 14 day period will be disregarded. Such a notification shall be made in writing. In the unlikely event of a discrepancy between the result that appears on your device and the results in the transaction logs in our system, you agree that the results in our system’s transaction logs as certified by an officer of Cloudbet shall be final, conclusive and binding.
9.26. You confirm and accept that you will be adequately informed of your possible Cryptocurrency exposure by the details provided on the online betting confirmation issued by us (if you are in any doubt about this, you should contact Cloudbet support).
9.27. You accept that any Cryptocurrency lost under any bet will not be under any circumstances be recoverable from Cloudbet.
9.28. If Cloudbet believe the odds from any wager has been clearly manipulated, we reserve the right to void all such wagers.
Cancellations, Suspensions and Closure
10.1. Without restricting our ability to rely on other remedies that may be available to us, we may suspend and/or terminate your account or cancel any outstanding bets at our absolute discretion if: (i) we suspect that you are engaging in illegal or fraudulent activity while using our Website; (ii) we suspect you are breaching any term of these Terms and Conditions; or (iii) we suspect you are acting in a manner that is detrimental to the conduct of our business.
10.2. Irrespective of whether we suspend and/or terminate an account and notwithstanding any other provisions in these Terms and Conditions, we may decide to cancel and void any outstanding bets at our absolute discretion where (i) there is a technological failure, or (ii) you or another customer with whom you have bet have breached any of these Terms and Conditions.
10.3. Cloudbet reserves the right to close your account and refund the balance of your account without further explanation. Subject to any provision of these Terms and Conditions to the contrary, outstanding bets will ordinarily be honoured. Further, we retain the right to suspend the whole or any part of the service for any reason at our sole discretion and in such event we may but shall not be obliged to give you any notice, however, we shall endeavour to provide you with such notice as we deem practicable
10.4 Cloudbet retains the right to suspend the whole or any part of the service for any reason at our sole discretion and in such event we may but shall not be obliged to give you any notice, however, we shall endeavour to provide you with such notice as we deem practicable. Further, Cloudbet reserves the right to close your account and confiscate the remaining balance of your account without further explanation if you have circumvented our terms and conditions by betting from a prohibited jurisdiction.
Applicable thresholds: Minimum and maximum amounts.
11.1. You may only place bets with a minimum stake of 0.0000001 Cryptocurrency in odds betting. In some cases, the minimum may be higher.
11.2. The maximum stake is dependent on the amount Cloudbet accepts at the time of your bet. If a bet amount is higher than the automatic acceptance level set out on the mini bet list offered from time to time on the Website (such amount is subject to change without prior notice), such bet will be manually reviewed and approved or declined and we reserve the right to decline any bet that is being manually approved. Any bet that has not been manually approved before the game has started is voided in full. You have the right to void any bet that is subject to manual approval until such bet has been accepted by Cloudbet.
11.3. You may not place a bet that exceeds the balance available in your account at the time of placing a bet.
Limitations of Liability
12.1. Cloudbet does not assume any liability for transmission, input and/or analysis errors. Cloudbet, at its sole discretion, reserves the right to correct any obvious errors and mistakes concerning published odds and/or events/players/teams/etc. If not otherwise stated, such published odds and/or events/players/teams/etc will have odds of 1.00.
12.2. Under no circumstances will Cloudbet be liable for any damage caused by any incorrect, delayed, or abusive transfer of data via the internet. Cloudbet is permitted to commence any technologically reasonable action to protect customer information, but will not be liable and will not take responsibility if third parties obtain control of, any process, or user information despite such action. No claims for damages may be asserted against Cloudbet, in any such circumstances.
12.3. Please note that we only provide the Website for domestic and private use. You agree not to use the Website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity
Robots and Other Artificial Intelligence Systems
13.1. You may not use any automated software and/or computer system in direct, or indirect conjunction with the services provided by Cloudbet, including the performance of actions such as sending information from your computer to another computer with installed and active software and/or systems designed to provide you with an unfair advantage.
13.2. Any Poker robots or software developed and designed to play automatically at Cloudbet poker may not be used.
13.3. If you contravene, or we reasonably suspect you of contravening, the provisions of clauses 13.1 – 13.2, we may at our absolute discretion void all your bets and permanently block your account.
14.1. Any failure or delay in performance by Cloudbet in respect of its obligations of service shall not be deemed a breach of its obligations to you as customer if such failure or delay is deemed by Cloudbet to be caused by force majeure, which shall include but not be limited to flood, fire, earthquake, or any other element of nature, act of war, riots or terrorist attack, public utility electrical failure, lockouts and strikes, delays or disruptions of the Internet and telecommunications networks caused by human or nature factor, or any other such event beyond the reasonable control of Cloudbet.
14.2. Cloudbet will not accept any liability for any consequences arising out of any such force majeure events.
15.1. All content presented on the Website, including but not limited to text, logos, graphics, images, button icons and software is either owned or licensed by Cloudbet. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy, print and/or download any portions of material published on the Website unless expressly permitted in writing by Cloudbet.
15.2. All trademarks presented on Cloudbet web site, including, but not limited to trade names and other symbols are protected by international trademark laws. It is strictly prohibited to use them in any way without the prior written consent of Cloudbet.
15.3. If you print off, copy or download any part of the Website in breach of these Terms and Conditions, your right to use the Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
We are not responsible for viruses and you must not introduce them
16.1. We do not guarantee that the Website will be secure or free from bugs or viruses.
16.2. You are responsible for configuring your information technology, computer programmes and platform to access the Website. You should use your own virus protection software.
16.3. You must not misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Website, the server on which our site is stored or any server, computer or database connected to the Website. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you may commit a criminal offence. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Website will cease immediately.
17.1 If you have a complaint about the Website you should initially contact Customer Services through chat or email.
17.2 An advisor will log your call/message, investigate your enquiry and respond to it. If your concern is not resolved at this stage you can escalate the complaint or dispute by referring the matter in writing addressed to the Head of Customer Support, at: email@example.com
17.3 Once escalated to the Head of Customer Support, their response and decision will be the final stage of the internal process.
17.4 During the internal process all communications may be recorded. If the contents of these communications are disputed we will consult these records and they may be key to the ultimate decision.
17.5 We aim to provide you with a substantive response to your complaint as soon as practically possible and seek to resolve your complaint within eight weeks from the date we receive the complaint. Depending on the complexity of the complaint, our investigation may take longer than eight weeks to resolve. We will ensure that we write to you within eight weeks of the date we receive your complaint or dispute with either a final response or an update of the position explaining why we are not in a position to provide a final response, and when we expect to be in a position to do so.
17.6 Should there be any claim or dispute arising from past or current transactions please contact us. If we are unable to settle the dispute we will refer the dispute to an arbiter, such as Curacao eGaming (CEG), whose decision will be final, subject to full representation given to all parties involved.
17.7 The Head of Customer Support’s response represents the final stage of the internal complaints and disputes procedure. In the case of a dispute (but not a complaint) you will be notified that if you still remain dissatisfied with that decision you have the right to refer your dispute to our Alternative Dispute Resolution