Complaints Policy
Do you have a complaint about the platform or are you dissatisfied with the work of our employees? Submit a complaint and we’ll look into it.
Purpose of This Policy
At eu-rainbet.com, we value fairness, transparency, and open communication. This policy outlines how you can raise concerns or complaints about our services, and how we handle them to ensure every issue is treated seriously and resolved efficiently.
Our Commitment
We approach every complaint as an opportunity to improve. Whether the issue concerns payments, account management, responsible gaming tools, or communication with our support team, each case is reviewed by a qualified specialist and handled with full confidentiality.
How to Submit a Complaint
If you wish to file a complaint, please contact us via email at [email protected].
Include the following information in your message:
- Your registered email address.
- A clear description of the issue.
- Any relevant screenshots or transaction details.
Complaints should be submitted within 30 days of the event. We aim to acknowledge receipt within 24 hours and provide a full response within 7 business days.
Escalation Procedure
If you are not satisfied with the outcome or handling of your complaint, you may request an independent review by our Compliance Department. In cases where a resolution cannot be reached internally, you can refer the matter to an external dispute resolution body authorised under Curaçao eGaming licence No. 8048/JAZ.
Record Keeping and Improvement
All complaints are logged and analysed periodically to identify recurring issues and improve our internal procedures. Personal data collected through this process is handled according to Swiss and EU GDPR standards and is used exclusively for complaint resolution and service enhancement.
