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Player Complaint Process

Licensed B2C operators must maintain an accessible, fair and effective process for receiving, investigating and resolving player complaints.

Players must first submit their complaint directly to the licensed operator. Where a complaint cannot be resolved through the operator’s internal procedure, the player may be entitled to refer the matter to an independent alternative dispute resolution provider approved or recognised for that purpose.

The Authority supervises whether Licenses maintain and follow the required complaints process. It does not ordinarily mediate or decide the merits of individual player disputes.

Before Submitting a Complaint

Players should confirm that:

  • The operator appears in the official public register
  • The website domain is listed against the license
  • The complaint relates to licensed gaming activity
  • They have reviewed the operator’s terms and complaint policy
  • They have gathered relevant supporting information

Supporting information may include:

  • Account username or identification number
  • Date and time of the event
  • Transaction references
  • Game or bet identification
  • Screenshots
  • Correspondence with the operator
  • Relevant terms and conditions
  • Payment records

Players should not send passwords, full payment card details or private cryptographic keys.

Step 1 — Submit the Complaint to the Operator

The complaint must first be submitted through the operator’s official complaint channel.

The complaint should clearly state:

  • The player’s identity and account details
  • The nature of the complaint
  • Relevant dates and transactions
  • Steps already taken
  • The outcome requested
  • Supporting evidence

The operator must acknowledge the complaint and investigate it objectively.

Operator Response Period

The operator must provide a final response within 30 calendar days, unless exceptional circumstances make this impracticable.

Where additional time is required, the operator must inform the player of:

  • The reason for the delay
  • The current status of the investigation
  • Any information still required
  • The expected date of the final response

The complaint must not be delayed unnecessarily.

Step 2 — Independent Alternative Dispute Resolution

If the complaint has not been resolved within the operator’s internal process, the player may refer the dispute to an approved or recognised alternative dispute resolution provider.

The operator must provide the player with:

  • The name of the relevant ADR provider
  • Submission instructions
  • Applicable eligibility requirements
  • Relevant time limits
  • A copy of the operator’s final response
  • Any reference number required for escalation

Licenses must cooperate with the ADR process where participation is required by their license conditions.

Complaints That May Be Eligible

The process may apply to disputes concerning:

  • Deposits and withdrawals
  • Account restrictions or closures
  • Bonus and promotional terms
  • Wager settlement
  • Game outcomes
  • Self exclusion
  • Responsible gaming controls
  • Customer verification
  • Confiscation or withholding of funds
  • Application of operator terms and conditions
  • Other matters arising directly from licensed gaming activity

Eligibility remains subject to the rules of the relevant ADR provider.

Matters Outside the Process

The following matters may fall outside the player complaint process:

  • Complaints concerning an unlicensed operator
  • Complaints concerning a domain not covered by the license
  • Matters unrelated to licensed gaming activity
  • Criminal allegations requiring law enforcement involvement
  • Claims already determined by a court or tribunal
  • Complaints submitted outside applicable time limits
  • Complaints made before the operator has had a reasonable opportunity to respond
  • Commercial disputes involving suppliers, affiliates, contractors or shareholders
  • Intellectual property, trademark or domain name disputes
  • Employment disputes
  • General requests for compensation not connected with a regulatory or contractual issue

The Authority’s Regulatory Role

The Authority does not ordinarily:

  • Act as the player’s representative
  • Mediate negotiations
  • Decide which party is contractually correct
  • Order payment in an individual dispute
  • Provide legal advice
  • Replace the operator’s complaint process
  • Replace an ADR provider, court or tribunal

However, information received through complaints may be considered for supervisory or enforcement purposes where it indicates:

  • Repeated failure to respond to complaints
  • Failure to cooperate with ADR
  • Unfair or misleading terms
  • Systematic non payment of withdrawals
  • Misuse of player funds
  • Responsible gaming failures
  • Misrepresentation of licensing status
  • Other potential breaches of license conditions

A regulatory review does not guarantee a particular outcome or compensation for an individual player.

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Important

Players should always verify the operator and website domain through the official public register before submitting personal information or funds.

The Eritrea Gaming logo or a copy of a certificate is not, by itself, proof that a website is licensed.

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