Customer Complaint & Dispute Handling Procedure

Purpose

The purpose of this Customer Complaint & Dispute Handling Procedure is to inform you of how to contact us in relation to any complaint and/or dispute you wish to raise about any aspect of the service provided. The procedure will outline how the complaint and/or dispute is addressed internally, the time frames in which to expect an answer and what immediate options are available should you not be satisfied with the outcome once the internal process has been exhausted.

Statutory Rights

Please note that your statutory rights are not affected by this Complaint & Dispute Handling Procedure.

Definitions

A "complaint" is defined as a statement made about any aspect regarding the conduct of the licensed activities that is deemed unsatisfactory or unacceptable.

A "dispute" is defined as any complaint which:

relates to the outcome of the complainant’s gambling transaction; and

is not resolved at the first stage of the licensee’s complaints procedure

Procedure Summary

• How to contact Winota Customer Support
• How to raise a complaint
• How we will handle your complaint
• When a complaint becomes a dispute
• How to seek an independent review of your complaint via an ADR (Alternative Dispute Resolution) service

How to Contact Winota Customer Support

The available contact methods to contact our Customer Support team are:

• E-mail: support@winota.com
• Using our "Live Chat" facility at Winota which can be found:
• In the top right-hand corner if using desktop
• In the drop-down menu if using mobile

How to Raise a Complaint

Customer Support will provide an initial response to your query through the given methods above. Should a complaint arise from the initial response, as defined above, Customer Support will advise you to send your detailed complaint in written form to:

• E-mail: support@winota.com

In accordance with the applicable data legislation, and in order to sufficiently identify the customer submitting the complaint as the legitimate account holder, you shall include:

• Account username
• Full name as registered on the account
• Email the complaint from the registered email address
• Email subject to contain COMPLAINT: (reason)
• A detailed summary/explanation of the complaint
• Specific dates and times associated with the complaint

How We Will Handle Your Complaint

Response Time Commitment

Customer Support will respond to your complaint as quickly as possible and will acknowledgement receipt of the complaint within 24 hours. The acknowledgement will also stipulate whether the information in the complaint is sufficient to fully investigate the issue.

Information Relating to the Progress of a Complaint and/or Dispute

We will inform you of the outcome of their complaint within ten days of receiving the complaint.

In the event that the complaint is unusually complex, and provided that where the nature of the investigation is such that more time is necessary to complete it, such period may be extended by a further ten days.

In the event of an extension, you will be informed within the first ten days of the complaint being received and we will provide the reason why such extension is warranted.

Complaints Handling Procedure Stages

To be as transparent as possible we’ve provided you with the complaints handling procedure flow chart and stages. This is to ensure that you are fully aware of the procedure, what stage a complaint and / or dispute is at, and what options are available.

Flowchart: Complaint Process & Timescales

Stage 1 - Resolving the Complaint Internally (with Winota)

Stage 1 of the complaints and disputes handling process is a three-tiered internal process. The complaint will be investigated by each tier independently and if necessary, other departments/stakeholders and 3rd part software providers as and when needed. The escalation process means the complaint will be investigated by:

• Customer Support Advisor (first tier)
• Customer Support Shift Manager (second tier)
• Head of Customer Support (third tier)

Stage 2 - Resolving the Complaint Externally (with an ADR Service)

Stage 2 of the complaints handling process will come into effect once the internal process has been exhausted. Should you wish to escalate further, details will be provided of an ADR (Alternative Disputes Resolution) service. We will adhere to any alternate adjudication made.

All the information gathered is in compliance with all GDPR directives. You expressly agree that the information provided may be shared with third parties, only in the event the complaint and/or dispute needs to be escalated and only for the purpose of the complaint and/or dispute resolution.

How to Seek Independent Adjudication on your Dispute

Maltix Limited is registered with CasinoReviews for independent adjudication. You can formally submit your complaint and/or dispute directly via:

• Website: https://casinoreviews.com/complaints

Alternatively, if you are playing from within the European Union you may wish to raise your complaint and/or dispute with the European Commission’s Online Dispute Resolution (ODR) Platform, which in turn will forward the complaint to a relevant ADR service provider.

You can contact the ODR platform directly via:

• Website: europa.eu

All complaints and disputes including the outcomes will be reported to the MGA (Maltese Gaming Authority) within the timescales they stipulate. You have the opportunity to raise your complaints and/or dispute with the MGA but we would advise to use this function after all avenues have been exhausted. You can contact MGA directly via:

• Website: www.mga.org.mt
• E-mail: support.mga@mga.org.mt

The services provided by the independent bodies come free of charge and their use does not restrict the customers right to bring legal proceedings against Maltix Limited.

You have the right to request the Complaints Handling Procedure and in such cases Customer Support will provide this document in PDF format.