If You have any complaints about any aspect of Our conduct of the Facilities, You must submit Your complaint to Us as soon as is reasonably practicable following the date of the original incident to which the complaint refers by contacting Customer Support in the first instance. Complaints may not be raised via social media. It is Your responsibility to provide a complete summary of Your complaint with all relevant details, including but not limited to specific transaction details; exact date, time and time zone; any screenshot or video material you may have; copy of received promotional material; etc.
To the extent that you are dissatisfied with the resolution provided by Customer Support to your complaint within the process stipulated in 22.1. above you may submit your complaint in writing to email@example.com. You may also submit notices to Us in writing to: Customer Services Manager, Suite 6 Atlantic Suites, Europort Avenue, Gibraltar. Any notice We give to You (save as otherwise set out herein) will be sent to the email address that You provide when You register Your Account. It is Your responsibility to give Us notice of any changes to this address through the 'Change Email' facility in Our software and to regularly check Your email account for emails from Us.
You should receive an acknowledgement of the receipt of your complaint within 24 hours from the time we have received your complaint as set out above. The final position will be provided via email within 10 days from the time it was received, provided that in certain cases this can be extended by a further 10 days. In the event that more information is required from You, this period would be paused until such time that You provide it, at which point the process would continue from where it had previously stopped.
To the extent that You are not satisfied with Our final response through the complaints procedure stipulated above You may contact our alternative dispute resolution (ADR) provider, eCogra (if you are an EU citizen). eCOGRA is a dispute resolution service provider who we have appointed as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved by Our complaints procedure stipulated above). The ADR service is free of charge. Please note that eCOGRA may reject complaints referred for dispute resolution on the basis they are frivolous or vexatious.
If You may escalate your complaint directly to the Malta Gaming Authority by sending them an email on firstname.lastname@example.org.