Complaints Procedure

The Four Stages of Our Complaints Process

Every complaint follows the same escalation path. You do not need to request escalation — if a stage does not resolve the matter within its stated timeframe, we move your complaint to the next stage automatically and confirm this in writing.

1. 1

   Front-Line Support

   Acknowledged within 24 hours · resolved within 3 business days

   Your complaint is received by a customer support agent who reviews your account, the relevant game or transaction logs and any prior correspondence. Most matters — delayed withdrawals, bonus calculations, session disconnections and account verification queries — are resolved at this stage.

   You receive a written acknowledgement containing a unique complaint reference number. Quote this reference in all subsequent correspondence so that your case history remains linked.

2. 2

   Senior Support Review

   Resolved within 7 business days of escalation

   If front-line support cannot resolve the matter, or you tell us you are not satisfied with the outcome, your complaint is escalated to a senior support specialist who was not involved in the original response.

   The specialist re-examines the evidence independently, may request additional documentation and will explain the reasoning behind the decision in writing rather than restating the earlier answer.

3. 3

   Complaints Manager

   Final written response within 15 business days of escalation

   Complaints involving substantial sums, allegations of unfair game outcomes, account closures, withheld winnings, responsible gaming failures or data protection matters are referred to our Complaints Manager, who reports independently of the customer support function.

   The Complaints Manager issues a final written response setting out the findings, the evidence relied upon, the decision reached, any remedy offered and your onward escalation rights. This response marks the conclusion of our internal process.

4. 4

   Independent Escalation

   Available once you hold a final response, or after 8 weeks

   If you remain dissatisfied with our final written response, or if eight weeks have passed since you first raised the complaint without a final response being issued, you may refer the matter to an independent Alternative Dispute Resolution provider or to the Tobique Gaming Commission.

   Independent escalation is free of charge to Players. We cooperate fully with the appointed body, supply the complete case file on request and are bound by the outcome to the extent provided by our licence conditions.

Who This Procedure Applies To

This Procedure applies to all Players who hold or have held a Gaming Account with SpinMoment, to applicants whose registration was declined, and to individuals whose accounts have been closed, suspended or self-excluded. It covers our website, our gaming platform, our promotional activity and our customer communications.

Where a complaint concerns a game supplied by a third-party provider, the payment rails of an external processor or content hosted by a third party, we remain your first point of contact. We will investigate the matter, liaise with the relevant provider on your behalf and report the outcome to you, rather than directing you to raise the matter elsewhere.

This Procedure does not replace or limit any statutory rights available to you under the law of your country of residence, and nothing in it prevents you from approaching a competent regulatory authority, data protection authority or court at any time.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our services, conduct, decisions or staff, whether or not it is justified, where you expect a response or a remedy from us. We do not require you to use the word "complaint" — if your message expresses dissatisfaction and seeks a resolution, it is logged and handled under this Procedure.

The following matters are treated as complaints:

• Withdrawals that are delayed, reduced, reversed or refused.
• Deposits that were debited but not credited to your Gaming Account.
• Bonus funds, free spins or wagering requirements that were applied differently from the published terms.
• Winnings that have been withheld, voided or adjusted after a game round concluded.
• Game rounds affected by disconnection, freezing, incorrect payouts or a suspected malfunction.
• Account suspension, restriction, closure or a declined verification decision.
• Failures in responsible gaming tools, including deposit limits, cooling-off periods and self-exclusion.
• Handling of your personal data, marketing communications or data subject requests.
• The conduct, tone or accuracy of information provided by a member of our support team.
• Any other aspect of our services that you consider unfair, misleading or incorrectly applied.

General questions, feature requests, feedback and account administration tasks are handled as ordinary support enquiries rather than complaints. If a support enquiry is not resolved to your satisfaction, it becomes a complaint and enters this Procedure from Stage 1.

Checks That Often Resolve the Issue Immediately

A significant proportion of the matters raised with us have a straightforward explanation. Running through the following checks before you file may save you several days, and none of them affect your right to complain if the issue persists.

• Confirm that your identity verification is complete — pending verification is the single most common cause of a held withdrawal.
• Check whether an active bonus carries an unmet wagering requirement, as this restricts withdrawals until the requirement is cleared.
• Review the blockchain confirmation status of a crypto deposit or withdrawal using the transaction hash shown in your account history.
• Confirm that the wallet address, blockchain network and token standard used for a transfer match those supported for that asset.
• Check your transaction history for a pending reversal, chargeback or duplicate entry before treating an amount as missing.
• Verify that a promotion was still within its published validity window and available in your jurisdiction at the time you opted in.

If any of these checks explains the outcome and you still consider the result unfair, file a complaint and say so. We will review whether the underlying rule was applied correctly and whether it was communicated to you clearly.

How to Submit a Complaint

You may submit a complaint through any of the channels below. All channels feed into the same complaints register and carry the same response times — using more than one channel for the same matter does not accelerate the process and may create duplicate case records.

• Email. Write to complaints@spinmoment.com from the address registered to your Gaming Account.
• Live chat. Open the in-account chat and state that you wish to file a formal complaint. The agent will log it and issue your reference number during the session.
• Support email. Messages sent to support@spinmoment.com that express dissatisfaction are routed to the complaints register automatically.
• Data protection matters. Complaints concerning personal data may be sent directly to dpo@spinmoment.com.
• Post. Korvex Ltd, District One of San Pedro, Los Yoses, Avenues Eight and Ten, Street Thirty Nine, Ly Center, Province 01 San Jose, County 15 Montes De Oca, Costa Rica.

Full contact details and current support hours are published on our Contact page. There is no charge for submitting or escalating a complaint at any stage.

Information to Include in Your Complaint

The completeness of your first message is the strongest single factor in how quickly your complaint is resolved. Where key details are missing we must write back to request them, and the clock on our investigation pauses until we receive a reply. Please include:

• Your username or registered email address — we cannot investigate an unidentified account.
• The date and approximate time of the event, including your time zone.
• The transaction identifier, round identifier, game name or blockchain transaction hash where one applies.
• The amount and currency or Virtual Asset in dispute.
• A factual description of what happened and what you expected to happen instead.
• The outcome or remedy you are seeking.
• Screenshots, transaction records or correspondence that support your account of events.
• Your existing complaint reference number, if you are following up on an earlier submission.

Please do not send us passwords, full payment card numbers, wallet private keys or seed phrases. No member of our team will ever ask you for these, and any message that appears to do so should be reported to us immediately.

Response Times and Service Standards

We acknowledge every complaint in writing within 24 hours of receipt and issue a unique reference number with that acknowledgement. Business days exclude Saturdays, Sundays and public holidays in the jurisdiction of our registered office.

Our target is to resolve a complaint at Stage 1 within 3 business days, at Stage 2 within 7 business days of escalation, and to issue a final written response at Stage 3 within 15 business days of escalation. In all cases we aim to conclude our internal process well within 8 weeks of the date the complaint was first raised.

Where a complaint is unusually complex, depends on evidence held by a third-party game provider or payment processor, or requires a regulatory consultation, we will tell you before the applicable deadline expires, explain the reason for the delay and give you a revised date. We do not extend a deadline silently.

If we ask you for further information, the timeframe pauses from the date of our request until the date your reply is received. If we receive no reply within 30 calendar days, the complaint may be closed on the evidence available, and we will write to confirm that this has happened. A closed complaint can be reopened on request if you subsequently provide the missing information.

How We Investigate a Complaint

Each complaint is assigned to a handler who has access to the records needed to reach a conclusion and who did not make the decision being challenged. At Stage 2 and above, the reviewer is independent of the person who issued the earlier response.

An investigation may draw on your account and verification records, deposit and withdrawal logs, game round histories and server-side outcome data, bonus eligibility and wagering calculations, session and device logs, recorded chat transcripts and email correspondence, blockchain transaction data, and evidence supplied by third-party game or payment providers.

Where the dispute concerns a game outcome, we obtain the round-level data from the relevant provider and, where necessary, request confirmation from the independent testing laboratory that certified the game's random number generator. Game outcomes are determined by certified systems and cannot be altered by SpinMoment or by any member of our staff, either during or after a round.

We assess complaints on the evidence and on the terms that were in force at the time of the event, not on terms introduced afterwards. Where our records and your account of events genuinely conflict and no decisive evidence exists, we resolve the ambiguity in your favour.

We will tell you what we found and why we reached our conclusion. Where a disclosure would compromise our anti-money laundering obligations, reveal the operation of fraud detection controls or breach the privacy of another Player, we may withhold that specific detail, and we will say that we have done so and explain the reason.

Possible Outcomes and Remedies

A complaint concludes with one of three findings: upheld, where we accept that something went wrong; partially upheld, where part of your complaint is accepted; or not upheld, where the evidence shows our original decision or process was correct. Every finding is explained in writing.

Where a complaint is upheld in whole or in part, the remedies available to us include:

• Crediting or reinstating an amount that was incorrectly deducted, withheld or omitted.
• Releasing a withdrawal that was held in error.
• Recalculating and reapplying bonus funds, free spins or wagering progress.
• Voiding and re-running an affected game round where the provider's data supports it.
• Reinstating an account that was restricted or closed in error.
• Correcting inaccurate personal data or actioning an outstanding data subject request.
• Correcting or withdrawing a misleading promotional statement.
• A written explanation and apology where the failure was one of process, communication or conduct.
• A change to our internal procedures, staff guidance or published terms to prevent a recurrence.

Remedies are directed at restoring the position you would have been in had the error not occurred. We do not offer compensation for consequential loss, lost opportunity or the theoretical value of bets not placed, except where Applicable Laws require it. Where a complaint is not upheld, our written response will identify the specific term, rule or evidence on which the decision rests so that you can assess it before deciding whether to escalate.

Alternative Dispute Resolution

If you are dissatisfied with our final written response, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider. ADR is a free, impartial service that reviews the case afresh and reaches its own conclusion on the evidence submitted by both sides.

You may approach an ADR provider once you hold our final written response, or once eight weeks have passed since you first raised the complaint if no final response has been issued. Referrals are ordinarily made within six months of the date of our final response, and the provider may decline a case brought outside that window.

The details of the ADR provider appointed under our licence, together with the referral form and the information the provider requires, are included in every final written response. If you have mislaid that response, write to complaints@spinmoment.com and we will resend it together with the complete case file.

We supply the ADR provider with our full record of the complaint, cooperate with its enquiries and are bound by its determination to the extent provided by our licence conditions. Referring a matter to ADR does not affect your right to pursue a claim through the courts.

Escalating to the Tobique Gaming Commission

SpinMoment is licensed by the Tobique Gaming Commission under licence number TGC-24-08417. You may raise a complaint with the Commission where you believe we have breached our licence conditions, failed to follow this Procedure, or failed to respond within the timeframes set out above.

The Commission ordinarily expects a Player to have completed our internal complaints process first, so that it has our final written response to consider. It does not charge Players for reviewing a complaint.

When you contact the Commission, provide your complaint reference number, our final written response, and copies of the correspondence between us. We will provide the Commission with any records it requests and will implement any direction it issues.

Nothing in this Procedure restricts your right to complain to a competent regulatory or supervisory authority in your own jurisdiction, including a national data protection authority in respect of the handling of your personal data.

Responsible Gaming and Self-Exclusion Complaints

Complaints alleging that a responsible gaming tool failed — that a deposit limit was not enforced, that a cooling-off period was cut short, that a self-exclusion was not applied across all our services, or that marketing continued to reach a self-excluded Player — are treated as a priority category and are escalated directly to our Complaints Manager without passing through Stages 1 and 2.

These complaints are acknowledged within 24 hours and, where a control failure is identified, the control is corrected immediately rather than at the conclusion of the investigation. Where the failure is material, it is recorded in our incident log and reported to the Commission under our licence conditions.

If you are currently self-excluded you retain the right to complain, and we will correspond with you for that purpose without treating the correspondence as a request to reopen your account or as a reason to send you promotional material.

If your complaint discloses that you may be experiencing gambling-related harm, we will apply appropriate account protections and provide details of independent support organisations alongside our substantive response to the complaint itself. The tools available to you, and the support services we signpost, are described in our Responsible Gaming Policy.

Data Protection Complaints

Complaints concerning the collection, accuracy, use, retention, disclosure or security of your personal data, or the handling of a data subject request, may be sent directly to our Data Protection Officer at dpo@spinmoment.com.

Data protection complaints are logged in the same register and follow the same escalation stages, but are handled by the Data Protection Officer rather than the customer support function. The rights available to you, and the timeframes that apply to a data subject request, are set out in our Privacy Policy.

You may complain to a supervisory authority in your country of residence at any point, whether or not you have first raised the matter with us.

Bonus and Wagering Complaints

Complaints about promotional offers are assessed against the specific terms published for that promotion at the time you opted in, read together with our Bonus Policy. We retain a dated record of every promotional term we publish so that a historical offer can be reconstructed accurately.

When investigating, we recalculate your wagering progress from the underlying bet records rather than relying on the summary figure displayed in your account, and we check the game weighting, maximum bet limits and eligibility rules that applied to each qualifying round.

Where a promotion was described ambiguously, or where a restriction was not disclosed clearly before you opted in, the ambiguity is resolved in your favour. Where a bonus was voided for a reason connected to abuse — such as low-risk or hedged betting used to clear a wagering requirement, or the use of linked accounts — we will identify the specific pattern of play relied upon rather than citing the rule alone.

Crypto Payment Complaints

Complaints involving deposits or withdrawals in Virtual Assets are investigated with reference to the on-chain record. Please supply the transaction hash, the sending and receiving wallet addresses, the blockchain network used and the timestamp, as these allow us to trace the transfer directly.

Blockchain confirmation times and network fees are set by the relevant network and are outside our control. Where a transfer is delayed by network congestion we will confirm its on-chain status, but we cannot accelerate a confirmation, and a pending network confirmation is not itself a failure on our part.

Transfers sent to an incorrect address, over an unsupported network or using an unsupported token standard are generally irreversible and may not be recoverable. We will assess each case and provide reasonable assistance where recovery is technically possible, but as explained in our Payment Policy, we cannot guarantee recovery of a transaction that was incorrectly initiated.

Where a withdrawal is held pending compliance checks under our AML / KYC Policy, we will tell you what is outstanding and what will release the hold, to the extent that doing so does not compromise a legal or regulatory obligation.

Vexatious, Abusive or Repeat Complaints

We treat every Player with respect and expect the same in return. Where correspondence becomes abusive, threatening or discriminatory towards our staff, we may restrict contact to a single written channel. We will continue to investigate the substance of the complaint and will issue a written response.

Where a Player repeatedly resubmits a complaint that has already received a final written response, without presenting new evidence or a new ground, we may decline to reopen it. In that case we will confirm our position in writing and remind you of your right to escalate to the ADR provider or the Commission.

A decision to restrict contact or to decline reopening is recorded with reasons, is reviewed by the Complaints Manager, and never removes your right to independent escalation.

Records, Confidentiality and Reporting

Every complaint is recorded in a central register capturing the date received, the Player reference, the category, the stage reached, the investigation notes, the outcome, the remedy applied and the date of closure. Records are retained for the period required by Applicable Laws and our licence conditions, and are made available to the Commission, an ADR provider or an auditor on request.

Complaint records are treated as confidential and are accessible only to staff who need them to investigate the matter or to discharge a legal or regulatory obligation. Personal data contained in a complaint file is processed in accordance with our Privacy Policy.

We analyse the register periodically to identify recurring themes, root causes and control weaknesses. Where a pattern indicates a systemic issue, we address the underlying cause rather than resolving individual cases in isolation, and we report complaint volumes and categories to the Commission as required under our licence.

Language and Assistance

Complaints may be submitted in English, and we will respond in English. Where a complaint is submitted in another language we will arrange a translation; this may extend our response time, and we will tell you if it does.

If you need assistance preparing or submitting a complaint, or require our correspondence in an alternative format, tell us and we will make reasonable adjustments. You may also authorise a representative to act for you, in which case we will ask for your written confirmation of that authority before disclosing account information to them.

How We Update This Procedure

We may review, amend or update this Procedure to reflect changes in Applicable Laws, regulatory requirements, licence conditions, industry standards or our internal operating practices.

The most recent version is published on this page and takes effect from the date stated at the top. A complaint already in progress continues to be handled under the version of the Procedure that was in force when it was first raised, unless a change is more favourable to you.

Continued use of our platform after an updated version takes effect may constitute acceptance of the revised Procedure, subject to Applicable Laws and our Terms of Use.

Contact Information

To file a complaint, write to complaints@spinmoment.com. For questions about this Procedure or our wider compliance framework, contact our Compliance Department at legal@spinmoment.com. For data protection matters, contact our Data Protection Officer at dpo@spinmoment.com.

Korvex Ltd, District One of San Pedro, Los Yoses, Avenues Eight and Ten, Street Thirty Nine, Ly Center, Province 01 San Jose, County 15 Montes De Oca, Costa Rica. Additional contact channels and current support hours are listed on our Contact page.

Complaints — Frequently Asked Questions