Complaints

Our goal is to look after your needs and provide fair outcomes to problems. We encourage you to speak to support on the Live Chat first, as they're very good at resolving concerns.

If you are not satisfied with the support you receive, you can raise your concern to the Dispute Resolution Office who provide impartial review of decisions taken by the casino.

Alternative Dispute Resolution (ADR) and Regulatory Complaints

As a player at mBitcasino, you have the right to access Alternative Dispute Resolution (ADR) in the event of a dispute. If you believe that Brand has breached applicable regulations or if a dispute remains unresolved after following the internal complaint process, you may escalate your complaint to an approved ADR provider.

Right to ADR: You are entitled to request mediation or arbitration through an ADR service provider. The Curacao Gaming Authority (CGA) has accredited ADR providers, and you may contact them directly if you are dissatisfied with our resolution process. To initiate this process, please visit the CGA’s website or contact the Curacao Gaming Authority for guidance.

Regulatory Complaints: If you believe that mBitcasino has violated any regulatory requirements set forth by the Curacao Gaming Authority or applicable gaming laws, you also have the right to file a complaint directly with the Curacao Gaming Authority. The Authority will review your case and take appropriate action as necessary. The CGA does not mediate in individual disputes, but if you feel the operator is in breach of regulations, you may contact the CGA.

Impact of ADR Decisions: The decision of the ADR provider is binding and may affect your ability to pursue further legal or judicial recourse depending on the specific ADR parameters established by mBitcasino. These parameters are legally enforceable under civil law, and any ADR decision that has been finalized may limit or preclude additional legal action related to the same dispute.

We encourage the resolution of complaints through our internal complaints-handling procedure wherever possible. However, if you are not satisfied with the outcome of your complaint, you may refer the matter to our appointed Alternative Dispute Resolution (ADR) provider, EGIS-ADR, for independent review.

You can contact EGIS-ADR by email at disputes@egis-adr.com to submit your dispute.

By engaging in the ADR process, you agree to comply with the ADR provider’s procedures and accept their decision as final, which may affect your right to pursue further legal remedies under applicable laws.