Dispute Resolution

At Firevegas Casino, we are committed to ensuring a fair and transparent gaming experience. We understand that disputes may occasionally arise, and we aim to resolve them efficiently and amicably. This Dispute Resolution Policy outlines the steps customers should follow to resolve any disputes related to our services, as well as our commitment to fair handling.

2. Informal Dispute Resolution

We encourage customers to first attempt to resolve disputes informally by contacting our customer support team. Our support team is available to help with most issues, including:

  • Account-related problems
  • Payment processing issues
  • Game malfunctions
  • Questions about bonuses or promotions

You can reach our customer support team through email, and we aim to respond within 12 hours. We will strive to resolve the issue promptly and to your satisfaction.

3. Formal Dispute Process

If the issue cannot be resolved informally, customers can escalate the dispute to our formal dispute resolution process. The following steps outline how we handle formal disputes:

  1. Submit a Written Complaint: To begin the formal dispute process, customers must submit a written complaint via email or through our website’s complaint submission form. The complaint should include:

    • A detailed description of the issue
    • Relevant transaction IDs or account numbers
    • Any supporting documentation (e.g., screenshots, emails, etc.)

  2. Acknowledgment of Receipt: Upon receiving the complaint, we will acknowledge receipt within 24 hours and assign a dedicated team member to review the issue.

  3. Investigation: We will thoroughly investigate the dispute. This may involve reviewing account history, transaction records, and any other relevant data to understand the facts surrounding the issue.

  4. Resolution: After completing the investigation, we will provide a resolution. The resolution may include:

    • Refunds (if applicable)
    • Account corrections (e.g., adjustments to balances)
    • Clarifications or explanations of decisions
    • Reversal of any actions taken (if the dispute is resolved in the player’s favor)

If a resolution is reached, we will inform the customer within 24 hours, and all parties will confirm the outcome.

4. External Dispute Resolution (Regulatory Body or Independent Ombudsman)

If the dispute cannot be resolved internally to the customer’s satisfaction, or if the customer is not satisfied with the outcome, the customer may seek external dispute resolution. We cooperate with relevant regulatory bodies and independent ombudsman services to provide fair and impartial resolution.

  • Regulatory Body Contact: If applicable, customers may contact the regulatory authority overseeing our operations. The contact details of the relevant authority are available on our website and can be provided upon request.
  • Ombudsman Service: In jurisdictions where we are licensed, we may offer access to an independent ombudsman or arbitration service to resolve disputes that cannot be settled through our internal processes.

5. Time Limits for Disputes

  • Disputes must be submitted within 1 day of the event that caused the dispute (e.g., transaction date, account activity).
  • If no dispute is raised within the specified time frame, Firevegas Casino will consider the matter closed, and no further investigation will be conducted.

6. Legal Jurisdiction

This dispute resolution policy is governed by the laws and regulations of your jurisdiction. Any legal disputes that cannot be resolved through our internal or external resolution process will be resolved by the courts of your jurisdiction.

7. No Retaliation

We assure our customers that no negative consequences will arise from making a complaint in good faith. All customers have the right to raise issues or concerns without fear of account suspension or other retaliatory actions, provided the complaint is made honestly and in accordance with the rules.

8. Policy Review

Firevegas Casino reserves the right to modify or update this Dispute Resolution Policy at any time. Any changes to this policy will be communicated to users via email, and will take effect immediately upon posting.

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