Dispute resolution policy

1. GENERAL INFORMATION

The PLAYFORTUNA online casino strives to ensure that players always have a positive experience when using our services. However, we understand that there are times when we cannot meet your expectations, and in such cases we would like to receive feedback from you as soon as possible in order to resolve your problem promptly and objectively.

This Policy informs you about how we handle your complaint and strive to resolve it.

Please keep in mind:

  • Our Terms and Conditions are governed by the laws of Curacao.
  • You agree that any dispute, controversy or claim arising out of or in relation to our Terms and Conditions, or violation, termination or invalidity thereof, shall be transferred to the exclusive jurisdiction of Curacao.
  • You acknowledge and accept that the outcome of the games is determined by the random number generators of the game providers that generate random events, and you accept the outcome of all games. If discrepancies are found between the results of the game on your computer and the results on the server of the Casino, the results on the server of the Casino are considered reliable and cannot be refuted. If there is a discrepancy between the information about your account displayed on the screen and the information about the Player on the server, then the balance displayed on the server of the Casino is considered the balance on your account.

2. COMPLAINT PROCEDURE

Our customer service team is highly qualified to resolve any issue in order to ensure a satisfactory result.

If you have any questions or you want to make a complaint regarding the Casino Website, the first step should be, as soon as reasonably possible, contact the customer service email help@playfortuna.com about the claim, detailing the nature of the complaint.

If you have complaints about your personal data, please review our Privacy Policy and, if necessary, write to our Data Protection Officer at dpo@playfortuna.com

In the event of any dispute, the Player agrees that the records made on the servers will serve as final evidence in determining the outcome of any legal proceedings on the facts of the Player's claim.

3. WHAT INFORMATION SHOULD BE PROVIDED

To resolve your complaint as quickly as possible, it is important that you provide us with as much information as possible, including:

  • Your name
  • Your last name
  • Detailed description of the complaint
  • Some complaints may require verification of your identity. If such information is required, we will ask you to provide us with copies of your documents.

4. WHAT WE DO

Upon receipt, your complaint will be promptly processed by the Customer Support Service and transferred to the appropriate departments of the Casino.

We will try to respond within 48 hours or inform you if it takes longer. You will be duly informed about the status of your complaint.

If you do not agree with our final answer, you can direct your complaint to Curacao eGaming using this mail complaints@curacao-egaming.com

For more information about this department, please visit curacao-egaming.com.