Complaints Policy¶
ChainBETs.win — Formal Complaints Procedure
Version 2.1 — June 2026 (ADR-Update + Public/Regulator Split) Last updated: 29.06.2026
1. Purpose¶
This policy outlines the formal process for submitting, handling, and resolving complaints related to the ChainBETs Platform.
2. How to Submit a Complaint¶
2.1 Contact¶
Submit your complaint to: [email protected]
Please include: - Your wallet address or email associated with your account - A clear description of the issue - Date and time of the incident - Any relevant transaction hashes or screenshots - The resolution you are seeking
2.2 Languages¶
Complaints can be submitted in English or German.
3. Complaint Handling Process¶
Step 1 — Acknowledgement (within 48 hours)¶
We will acknowledge receipt of your complaint and provide a reference number.
Step 2 — Investigation (within 30 calendar days)¶
A designated complaints officer will investigate the complaint. This may involve: - Reviewing transaction records and blockchain data (on-chain verification via Arbiscan) - Consulting with technical staff - Requesting additional information from you - Cross-referencing KYC/AML records where applicable
Important: The operator has a mandatory 30 calendar day window to resolve the complaint internally. This period begins on the date of acknowledgement.
Step 3 — Resolution (within 30 calendar days)¶
We will communicate our findings and proposed resolution. Possible outcomes: - Issue confirmed and resolved (e.g., correction, compensation) - Issue not confirmed (with detailed explanation and on-chain evidence where applicable) - Partial resolution with proposed remediation
Step 4 — Internal Escalation (within 30-day window)¶
If you are not satisfied with the initial response, you may request escalation to senior management by replying to the resolution email. Escalated complaints will be reviewed within the remaining 30-day window.
Step 5 — External ADR Escalation (after 30 days)¶
If the internal complaints process does not resolve your issue within 30 calendar days, or if you are not satisfied with the final internal resolution, you have the right to escalate to our designated Alternative Dispute Resolution (ADR) provider. See Section 7.
4. Categories of Complaints¶
| Category | Examples |
|---|---|
| Gameplay | Disputed results, missing winnings, settlement issues |
| Account | Verification delays, access issues, spending limits |
| Technical | Platform errors, transaction failures, wallet issues |
| Financial | Withdrawal delays, incorrect amounts, fee disputes |
| Privacy | Data access requests, data breach concerns |
| Responsible Gaming | Self-exclusion issues, limit enforcement |
5. Record Keeping¶
All complaints are logged with: - Date received - Category and description - Investigation steps taken - Resolution and outcome - User satisfaction
Complaint records are retained for a minimum of 5 years (aligned with AML/KYC retention requirements).
Each complaint record includes: - Status tracking: Open → In Progress → Resolved → Escalated (with timestamps) - Link to affected transaction/wallet (for on-chain verification) - Internal decision rationale (especially for KYC blocks, self-exclusion disputes) - 30-day deadline countdown
6. Fairness & Impartiality¶
All complaints are handled fairly and impartially. The investigation team operates independently from the team or system that is the subject of the complaint.
7. Alternative Dispute Resolution (ADR)¶
7.1 ADR Provider¶
ChainBETs participates in an approved Alternative Dispute Resolution (ADR) scheme as required by our licensing jurisdiction (Anjouan Gaming License).
Designated ADR Provider: [PENDING — to be confirmed prior to commercial launch via the Operator's gaming counsel]
7.2 When to Contact ADR¶
You may escalate to the ADR provider if: - 30 calendar days have passed since your complaint was acknowledged, AND - The complaint remains unresolved or you disagree with our resolution.
Complaints escalated before the 30-day internal period has elapsed will be considered premature by the ADR provider.
7.3 ADR Process¶
- Contact the ADR provider via the details published on our website and in our Terms & Conditions.
- The ADR provider will independently review the dispute.
- ChainBETs is obligated to cooperate fully with the ADR process and provide all requested documentation.
- The ADR provider's decision may be binding or non-binding depending on the provider's rules.
7.4 On-Chain Transparency Advantage¶
For disputes involving game results or payouts, ChainBETs' on-chain architecture provides objective, independently verifiable evidence: - All ticket purchases, RNG results, and payouts are recorded on Arbitrum blockchain - The ADR provider or any third party can verify outcomes via Arbiscan - This eliminates the most common category of disputes in traditional gaming (withheld winnings)
7.5 Common ADR Dispute Categories¶
| Category | ChainBETs Specifics |
|---|---|
| Payout disputes | Verifiable on-chain — deterministic RNG + Merkle proof claims |
| KYC blocks | Internal documentation required (flag reason, timestamp, decision) |
| Self-exclusion | Must document enforcement actions (links to Responsible Gaming Policy) |
| Bonus conditions | On-chain bonus voucher records + T&C reference |
| Account closure | AML/SAR documentation (links to AML/KYC Policy) |
7.6 Regulatory Backstop¶
If neither the internal process nor the ADR provider resolves the dispute, the player may contact the Anjouan Gaming Regulator directly. Note: the regulator exercises supervisory oversight but does not mediate individual disputes.
8. Implementation note¶
The technical implementation of the complaint-ticketing system (database schema, in-app file-a-complaint form, 30-day SLA-watcher, officer-triage queue, ADR-escalation flow, audit-log integration) is documented separately in a Regulator-Pack annex shared with ALSI and the appointed auditor on request. It is not published here because the procedural detail names internal route paths and database columns; the player-relevant content (steps, deadlines, escalation rights) is in sections 1–7 above.
This Policy was last updated on 29.06.2026.