Complaints Policy¶
ChainBETs.win — Formal Complaints Procedure
Version 2.1 — June 2026 (ADR-Update + Public/Regulator Split) Last updated: 29.06.2026
1. Purpose¶
Dis policy dey outline di formal process for how pesin go submit, handle, and resolve complaints wey concern di ChainBETs Platform.
2. How to Submit a Complaint¶
2.1 Contact¶
Submit your complaint to: [email protected]
Abeg include: - Your wallet address or email wey dey connected to your account - Clear description of wetin happun - Date and time wey di palava happun - Any transaction hashes or screenshots wey fit helep - Wetin you wan make we do to solve am
2.2 Languages¶
Pesin fit submit complaints for English or German.
3. Complaint Handling Process¶
Step 1 — Acknowledgement (within 48 hours)¶
We go acknowledge say we don receive your complaint and we go give you reference number.
Step 2 — Investigation (within 30 calendar days)¶
One designated complaints officer go investigate di complaint. Dis one fit involve: - To dey check transaction records and blockchain data (on-chain verification via Arbiscan) - To dey consult with technical staff - To dey ask you for extra information - To dey cross-reference KYC/AML records where e dey necessary
Important: Di operator get mandatory 30 calendar day window to resolve di complaint internally. Dis period dey start from di date wey we acknowledge am.
Step 3 — Resolution (within 30 calendar days)¶
We go communicate wetin we find and wetin we propose make we do. Possible outcomes: - Issue confirm and we don solve am (e.g., correction, compensation) - Issue no confirm (with detailed explanation and on-chain evidence where e dey applicable) - Partial resolution with proposed remediation
Step 4 — Internal Escalation (within 30-day window)¶
If you no satisfy with di first response, you fit ask make we escalate am to senior management by replying di resolution email. Escalated complaints go dey reviewed within di remaining 30-day window.
Step 5 — External ADR Escalation (after 30 days)¶
If di internal complaints process no resolve your issue within 30 calendar days, or if you no satisfy with di final internal resolution, you get right to escalate am 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 dey logged with: - Date wey we receive am - Category and description - Investigation steps wey we take - Resolution and outcome - User satisfaction
Complaint records dey retained for minimum of 5 years (aligned with AML/KYC retention requirements).
Each complaint record include: - 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 dey handled fairly and impartially. Di investigation team dey operate independently from di team or system wey be di subject of di complaint.
7. Alternative Dispute Resolution (ADR)¶
7.1 ADR Provider¶
ChainBETs dey participate for approved Alternative Dispute Resolution (ADR) scheme as our licensing jurisdiction (Anjouan Gaming License) require.
Designated ADR Provider: [PENDING — to be confirmed prior to commercial launch via the Operator's gaming counsel]
7.2 When to Contact ADR¶
You fit escalate to di ADR provider if: - 30 calendar days don pass since we acknowledge your complaint, AND - Di complaint still never resolve or you no gree with our resolution.
Complaints wey dey escalated before di 30-day internal period don finish go dey considered premature by di ADR provider.
7.3 ADR Process¶
- Contact di ADR provider via di details wey we publish for our website and for our Terms & Conditions.
- Di ADR provider go independently review di dispute.
- ChainBETs get obligation to cooperate fully with di ADR process and provide all requested documentation.
- Di ADR provider's decision fit be binding or non-binding depending on di provider's rules.
7.4 On-Chain Transparency Advantage¶
For disputes wey involve game results or payouts, ChainBETs' on-chain architecture dey provide objective, independently verifiable evidence: - All ticket purchases, RNG results, and payouts dey recorded for Arbitrum blockchain - Di ADR provider or any third party fit verify outcomes via Arbiscan - Dis one dey eliminate di most common category of disputes for 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 di internal process nor di ADR provider resolve di dispute, di player fit contact di Anjouan Gaming Regulator directly. Note: di regulator dey exercise supervisory oversight but e no dey mediate individual disputes.
8. Implementation note¶
Di technical implementation of di complaint-ticketing system (database schema, in-app file-a-complaint form, 30-day SLA-watcher, officer-triage queue, ADR-escalation flow, audit-log integration) dey documented separately for Regulator-Pack annex wey we share with ALSI and di appointed auditor on request. We no publish am here because di procedural detail dey name internal route paths and database columns; di player-relevant content (steps, deadlines, escalation rights) dey for sections 1–7 above.
We last update dis Policy for 29.06.2026.