Dispute Resolution

Player Complaint Procedure

1. Purpose

The purpose of this Complaints Handling Procedure (the “Procedure”) is to establish a clear and structured process for managing player complaints fairly, transparently, and efficiently. As a Anjouan licensed online casino, EZ Spins Ltd is committed to providing players with a reliable avenue for resolving disputes related to our gaming services, including account issues, transactions, and gameplay concerns.

This Procedure aims to:

• Provide a standardized approach to managing and resolving customer complaints.
• Ensure compliance with regulatory requirements and industry best practices.
• Enhance customer satisfaction and maintain the company's reputation.
• Identify areas for improvement in EZ Spins’ products, services, and processes.

2. Statement

We recognize the importance of customer satisfaction and responsible gaming. This procedure ensures that all complaints are handled professionally, impartially, and in compliance with the regulatory requirements set forth by Anjouan Offshore Finance Authority (AOFA) and Anjouan Gaming. Our goal is to provide efficient resolution to disputes while upholding fairness and integrity in our operations.

3. Scope

This procedure applies to all registered players of our online casino who wish to raise a complaint about areas including (but not limited to):

• Account access or security concerns.
• Deposits, withdrawals, and payment processing issues.
• Technical issues affecting gameplay.
• Alleged breaches of our terms and conditions.
• Responsible gaming or self-exclusion concerns.
• Any other disputes arising from the use of our services.

4. Complaint Resolution Process

4.1 Submission of Complaint

Complaints must be submitted using the designated complaint submission function accessible via the operator’s interactive site seal. In compliance with Anjouan Offshore Finance Authority (AOFA) guidelines and Anjouan Gaming, no other channels will be accepted. The submission of a complaint comes at no cost.

The player has following submission deadlines to raise a complaint, based on topic:

• Game outcome disputes — within 14 calendar days of the relevant session
• Account disputes (payments, suspensions, bonuses) — within 30 calendar days.

What Falls Outside This Process:

• Complaints from players in excluded territories
• Claims unrelated to licensed gaming activity
• Complaints escalated before the 30-day operator period has elapsed
• Commercial disputes — including contracts, affiliates, IP, trademarks, and domain names — which are matters for the courts or competent arbitral bodies

The complaint must include the following details:

• Complainant's name, address, and place of residence.
• Complainant's account number and/or username.
• Date of the complaint.
• Registered email address.
• Description of the conduct being disputed (using pre-determined category topics if applicable).
• Language option: English or the language of the target market.
• Any supporting documentation the player wishes to include as part of the complaint.

4.2 Acknowledgment

The Casino shall promptly acknowledge receipt of any complaint and a written confirmation will be sent to the complainant, outlining the complaint handling procedure and the steps that will be taken to address the issue.

4.3 Investigation

Our support team will conduct a thorough investigation, gathering all necessary information to assess the validity of the complaint. Players may be asked to provide additional details or documentation if required.

4.4 Resolution

The Casino shall notify the complainant of the status of their complaint within thirty (30) days of receipt. The response shall include:

• If the complaint will not be processed, a written explanation detailing the reason for the decision.
• If the complaint is processed, a written notification of the final decision, including supporting details and justification for the ruling.

N.B: Complaints related to responsible gaming will be prioritized due to potential impacts on player well-being.

4.5 Escalation

Should the player complaint not be resolved within thirty days, the players, at any time, have the opportunity to use alternative dispute resolution (ADR) at the Operator’s own expense.

All complaints and ADR communications must be conducted in English.

The Anjouan Gaming Authority does not act as a mediator or tribunal for individual player or commercial disputes.

4.6 Final Decision (ADR)

Players must first submit their complaint directly to the licensed operator via the operator’s license validator page and allow the operator’s internal complaints procedure to run its course. The decision made by the ADR provider will be considered final and binding.

The following providers are currently approved by the Authority to handle disputes between players and licensed operators:

• EGIS ADR
  Website: https://egis-adr.com
  Email: info@egis-adr.com
• Axion ADR
  Website: axion-adr.com
  Email: services@axion-adr.com
• iGaming ADR
  Email: info@igamingadr.com
• CADRE B.V.
  Website: https://cadre.online
  Email: operators@cadre.online