Politique de traitement des réclamations de Metaspins
1. Purpose and Scope
Metaspins is committed to providing a safe, fair, and transparent online gaming environment. This Complaints Policy outlines the procedures available to players who wish to raise a complaint relating to any aspect of our website, services, or gaming activities.
2. Submitting a Complaint
2.1 Methods of Submission
Players may lodge complaints free of charge through Email by using this form.
2.2 Required Information
Complaints should include:
- Full name, address and place of residence
- Date of the complaint submission.
- Description of the issue, including categorization where applicable (e.g., withdrawal, bonus terms).
- Supporting documentation.
2.3 Timeframe for Submissions
Complaints must be submitted within six months of the incident. For events tied to P2P or ante post betting, the period starts from the settlement of the bet.
3. Complaint Handling Procedure
3.1 Acknowledgement
Upon receipt of the complaint:
- An acknowledgement will be sent within one week, detailing the process and expected timelines.
3.2 Investigation and Resolution
- Complaints will be resolved within four weeks.
- If the matter requires more time due to complexity, an extension of an additional four weeks may be granted with written notice.
- For Responsible Gaming-related issues, cases will be prioritized with an aim to resolve them within five business days (up to two weeks maximum with notice).
3.3 Final Response
Metaspins will provide:
- A detailed written response outlining the decision and supporting evidence.
- Reasons if the complaint is not accepted or cannot be handled due to insufficient information.
4. Escalation Process
4.1 Alternative Dispute Resolution (ADR)
If a player is not satisfied with the resolution they may escalate the complaint to an independent ADR provider.
5. Player Support and Reporting
5.1 Record Keeping
Metaspins will maintain:
- A secure log of all complaints (resolved, unresolved, escalated to ADR or legal action).
- Complaint records will be retained for a minimum of five years.
6. Terms and Conditions Integration
This Complaints Policy is accessible as a standalone page and embedded within the Terms and Conditions. It includes:
- Links to support services.
- Clear submission guidelines.
- Timelines and escalation procedures.
- Player rights to ADR and regulatory reporting.
- Explanation of the ADR decision’s potential legal implications.
7. Reasons for Complaint
Players may raise complaints for issues including but not limited to:
- Deposits/Withdrawals.
- Bonus Terms.
- Account restrictions.
- Game fairness.
- Responsible Gaming concerns.
- Player balance handling.
- KYC/AML.
- Data privacy.
- Technical issues.
- Fraudulent practices.
- Licensing matters.
