PLAYER COMPLAINTS POLICY

1. Policy Overview

This Player Complaints Policy sets out the framework for managing player complaints and disputes at https://www.tambet724.com, operated by Middle Kang B.V. (the “Licensee”), consistent with Article 5.3 of the LOK and with the CGA's Player Complaints Policy Guidelines. The Licensee is committed to a transparent, fair and efficient complaints process.

2. Scope

This Policy applies to complaints in respect of any aspect of the Services, including (without limitation) deposits and withdrawals, account suspension or closure, bonuses, KYC and source-of-funds reviews, game fairness and RNG, responsible-gaming tools, balances, software issues, AML/CFT matters, minor-related concerns, fraud, licensing and data-protection matters.

3. Responsibilities

The Compliance Officer is responsible for overseeing the complaint-handling process. Day-to-day handling is conducted by the customer-support and compliance teams, with escalation paths to senior management as set out below.

4. How to Submit a Complaint

Complaints may be submitted free of charge. The preferred channels are:

• online form at the Website; or
• email to [email protected] from your registered email address.

A downloadable Word/PDF complaint form is available on the complaints page. Complaints should include:

• full name and account identifier;
• date of the incident and date of the complaint;
• a clear description of the issue;
• the outcome sought;
• any supporting documents; and
• preferred language for correspondence.

5. Time Limit for Submission

Complaints must be submitted within six (6) months of the incident giving rise to the complaint. For fixed-odds betting complaints, the period runs from event resolution. The Licensee may, in its discretion and having regard to the particular circumstances, accept a late complaint.

6. Acknowledgement and Response Times

6.1 Responsible-Gaming Complaints

Complaints concerning responsible gaming are prioritised. The Licensee will use its best efforts to acknowledge and address these within one (1) business day. Any extension (up to a maximum of two (2) weeks) will be communicated in writing to the player.

6.2 General Complaints

• Acknowledgement: within one (1) week of receipt, the Licensee will acknowledge the complaint, explain the process and provide an indicative resolution timeline.
• Resolution: complaints will be resolved within four (4) weeks, extendable once with written notice to the player, stating the reasons for the extension.
• Final determination: the Licensee will issue a written final determination, with reasons, save where disclosure of reasons would contravene the Licensee's AML/CFT obligations (including, without limitation, the tipping-off prohibition).

7. Alternative Dispute Resolution (ADR)

Where the Licensee's internal complaints procedure has been exhausted, players may refer the dispute to a CGA-certified ADR provider (the “ADR Provider”) free of charge. The ADR Provider's contact details and the scope of its remit are published at the Website and are included in the Terms and Conditions. The appointed ADR Provider is EGIS – FZCO, reachable at [email protected].

8. Regulatory Escalation to the CGA

The CGA does not mediate individual disputes. However, a player who believes that the Licensee has breached a regulatory obligation may contact the CGA via its official complaint channel, the details of which are published on the Website and will be provided by the Licensee upon request.

9. Court Proceedings

Nothing in this Policy prevents a player from commencing proceedings before the competent courts of Curaçao, in accordance with Section 3.2 of the Terms and Conditions, or from exercising any rights of redress afforded by mandatory provisions of Curaçao consumer-protection law.

10. Record-Keeping and Reporting

• The Licensee maintains records of all complaints (resolved, unresolved and escalated) for at least five (5) years.
• Semi-annual reports (on 15 January and 15 July each year) summarising complaints received, outcomes and ADR/legal escalations are prepared and, where required, submitted to the CGA.
• The CGA may request access to complaint records at any time, and the Licensee will cooperate fully with such requests.

11. Integration with Terms and Conditions

The existence, contents and contact details for the complaints process are clearly visible on the Website and included in the Terms and Conditions (Section 13).

12. Amendments

This Policy is reviewed periodically and updated as necessary. Material amendments are notified to players in accordance with Section 2.2 of the Terms and Conditions and to the CGA in accordance with Clause 12.1 of the LOK.