Complaints and Dispute Resolution
Most problems are settled in live chat within minutes. A complaint is what happens when they are not, and this page sets out exactly what follows, who looks at it and how long each stage takes.
Nothing here replaces the Terms and Conditions. Where the two differ, the Terms govern.
Stage 1. Support Team
Every complaint starts with the support team, reachable by live chat or at [email protected]. Most cases end here.
Include the registered email address, a clear description of what happened, the dates involved, and any transaction reference. Screenshots help where a game round or a Cashier screen is in question.
The team acknowledges a complaint on receipt and aims to resolve it inside 72 hours. Where a case needs input from a payment provider or a game studio, that timeline extends, and the Player is told why.
Stage 2. Internal Escalation
A complaint the support team cannot settle moves up the organisational structure to a senior review.
At this stage the file is reassessed by someone who was not involved in the original response. Server logs, transaction records and correspondence are examined together. The Player is kept informed of progress at reasonable intervals rather than left waiting in silence.
Most escalated cases close within 14 days. Complex ones involving third parties take longer, and the Player receives an updated timeline instead of an open-ended wait.
Stage 3. Independent Review by EGIS
A Player who remains dissatisfied after the internal process may take the matter to an independent body.
Neospin works with EGIS, an alternative dispute resolution service operating under the regulations of the Tobique Gaming Commission. EGIS is not part of the Casino and is not paid by the outcome.
- Website: egis.io
- Submissions: [email protected]
The EGIS decision is binding on the Casino. Filing there costs the Player nothing.
Who May File
Complaints are accepted from the account holder only. The right to complain cannot be assigned, transferred or delegated, and a submission made by a third party is dismissed without review. That includes family members, legal representatives and paid recovery services.
Contact about a dispute is made through the details held on the account, which is another reason to keep an email address and phone number current.
Disputed Game Results
Where the outcome shown on screen differs from the outcome recorded on the server, the server record prevails. This is not a matter of preference: game results are generated by the studio and written to the server, while the screen is a rendering of that result which a dropped connection or a browser fault can interrupt mid round.
Server logs are final and binding in any dispute about game play or results. A round that failed to display is still a round that was played, and the balance reflects the recorded outcome.
Time Limits
A claim arising from the Terms and Conditions or from any service provided by the Casino must be filed within one year of the date it arose. Claims filed after that period are waived.
Refund requests carry their own shorter window: 24 hours from the transaction for a legitimate payment, and 30 calendar days from the date a Player became aware of unauthorised account access.
What a Complaint Cannot Change
Being direct about this saves everyone time. Several outcomes are fixed by the Terms and are not open to negotiation:
- A losing session. Game results are produced by certified random number generators and cannot be reversed;
- Winnings voided through breach of the bonus terms, including bets above the maximum while wagering;
- Confiscation following play from a restricted territory or through a VPN;
- Closure of a duplicate account and cancellation of its winnings;
- Withdrawal limits, which apply to every account equally.
A complaint is the right route where a rule was applied incorrectly. It is not a route to set aside a rule that was applied correctly.
Gambling Problems Are Not a Complaint Matter
A Player struggling with their gambling should not wait on a complaints process. Personal limits, cooling-off and self-exclusion apply immediately from account settings, and [email protected] reaches the responsible gambling team directly.
Free and confidential help in Australia is available at any hour through Gambling Help Online on 1800 858 858, and through Lifeline on 13 11 14.