At Fizzslots Casino, we are committed to providing a fair and transparent gaming environment. While we strive to ensure a seamless experience for all players, disputes may occasionally arise. This Dispute Resolution Policy outlines the steps and procedures for addressing and resolving any issues or disagreements between players and the casino.
1. Types of Disputes Covered
This policy applies to disputes related to:
- Game outcomes
- Bonus terms and conditions
- Payments, withdrawals, or account balances
- Alleged breaches of the casino’s Terms and Conditions
2. Steps to Resolve a Dispute
If you have a concern or dispute, please follow these steps:
Step 1: Contact Customer Support
- Reach out to our customer support team via email at [email protected] or through our live chat feature.
- Provide detailed information about the dispute, including:
- Your account details (e.g., username or email)
- A clear description of the issue
- Any relevant supporting documents (e.g., screenshots, receipts, or chat logs)
Step 2: Allow Time for Investigation
- Our team will acknowledge your inquiry within 24–48 hours and begin investigating the issue.
- Depending on the complexity of the dispute, a resolution may take up to 7 business days.
Step 3: Receive a Resolution
- Once the investigation is complete, we will provide a detailed explanation of our findings and the proposed resolution.
- If you are satisfied with the resolution, the matter will be considered closed.
3. Escalation Process
If you are not satisfied with the outcome of your initial dispute resolution, you may escalate your complaint:
- Independent Third-Party Mediator:
- You may request mediation through an independent, accredited dispute resolution body approved by Fizzslots Casino.
- Contact details and procedures for third-party mediation will be provided upon request.
- Regulatory Authority:
- If mediation does not resolve the dispute, you can escalate your complaint to the relevant gambling regulatory authority overseeing Fizzslots Casino.
- The contact information for the regulatory authority can be found in our Terms and Conditions or provided by our support team.
4. Timeframe for Dispute Submission
Players must submit disputes within 30 days of the event that led to the issue. Complaints filed after this period may not be eligible for review.
5. Fair Play and Transparency
- Fizzslots Casino ensures that all games operate under strict regulatory guidelines and are independently audited to guarantee fairness.
- Disputes regarding game outcomes will be reviewed using system logs, Random Number Generator (RNG) records, and relevant data to ensure transparency.
6. Fraudulent or Baseless Claims
Players found to submit fraudulent or baseless claims may face account suspension, forfeiture of funds, or other actions as outlined in our Terms and Conditions.
7. Contact Us
If you have questions about this Dispute Resolution Policy or need to file a dispute, please contact us:
Email: [email protected]
We are here to ensure your concerns are addressed promptly and fairly.
Remember: At Fizzslots Casino, your satisfaction and trust are our top priorities. Let’s work together to resolve any issues and enhance your gaming experience.