Version as of August 1, 2023
We make every effort to ensure that the user's game experience is smooth and positive. But at the same time, users misunderstanding, or dissatisfaction can be quite common. For this purpose, this section describes how player claims will be handled.
The main goal of betkin.com is to provide you with the most comfortable gaming conditions. We want our clients to be completely satisfied with the products and services we offer. However, we know that sometimes there are situations where we do not meet your expectations.
If you have a complaint about the services you have received, please contact us via support@betkin.com where you can discuss your question or problem with one of our customer support agents. The aim of this process is to understand your grievances and explain the situation to you in terms of our policies and procedures. We hope that any and every claim will be settled in this way.
If after reporting the problem to the support team and getting explanations you are still not satisfied with the result, your request will be treated as a complaint. In this case, according to the history of contacts to our support, you will need to indicate that the request is a complaint, due to the failure to resolve issues in previous requests.
You will be notified of the outcome of any complaint issue within usually up to 10 working days of its receipt. In some complicated cases, the response time may be extended up to 10 weeks at our discretion.
After complaint has been considered, if any circumstances where you are dissatisfied with the final outcome of the investigation, you may initiate a court dispute or refer the complaint to out-of-court dispute with master-license holder or competent Curacao state supervisor for online gaming.