XIV. COMPLAINTS AND CLAIMS

Player Complaint Policy

BG8 Entertainment NV
Trading As: Betgr8
License No.: OGL/2024/1657/1069
Jurisdiction: Government of Curaçao
Registered Office: Abraham de Veerstraat 9, Willemstad, Curaçao

 

  1. Scope

This policy outlines how players can submit complaints regarding Betgr8’s gaming services. It is aligned with the National Ordinance on Games of Chance (P.B. 2024, no. 157) and monitored by the Curaçao Gambling Authority (CGA).

  1. Definitions

• Player Interaction: General queries or support requests not expressing dissatisfaction.
• Complaint: A formal written expression of dissatisfaction requiring resolution.
• Dispute: A complaint not resolved to the player’s satisfaction and escalated further (internally or to an ADR).

  1. Complaint Submission Process

3.1 Eligibility and Deadlines

Complaints must be submitted within 6 months of the incident or game settlement.

For live or in-play betting, players are encouraged to submit as soon as possible due to time-sensitive data.

3.2 Submission Requirements

Complaints must be submitted by the verified account holder only.
Players must first contact customer support via email or live chat.
If unresolved, they may submit the Complaint Submission Form, available in English and local languages.

The form must include:
• Full name, address, and country of residence
• Account ID/username
• Date of complaint and event
• Description of the issue
• Complaint category (e.g., game, payment, bonus)
• Supporting documentation (e.g., screenshots or emails)

  1. Complaint Handling and Timelines

4.1 Responsible Gaming Complaints

These are treated with urgency.
• Acknowledgement: Within 2 business days
• Resolution: Within 5 business days (extensions allowed only with written notice)

4.2 General Complaints
• Acknowledgement: Within 7 days
• Final response: Within 4 weeks, with a possible extension of another 4 weeks if necessary.

4.3 Final Outcome

The outcome will include:
• A written explanation with evidence
• A refusal if incomplete or ineligible
• Advice on how to escalate to an ADR provider if dissatisfied

  1. Use of Artificial Intelligence (AI)

AI may assist in initial processing but:
• Responsible Gaming complaints are handled by human staff
• Complex or legal cases will be reviewed manually
• All AI outcomes are monitored for fairness and compliance

 

  1. Alternative Dispute Resolution (ADR)

If unresolved, complaints can be escalated to a certified ADR provider, at no cost to the player.
• Betgr8 covers ADR fees
• Players may only submit each complaint once
• If a player withdraws from ADR, the complaint may not be reopened

Contact for Complaints:
Email: intsupport@betgr8.com