Complaints Procedure

JOI Gaming Ltd does its utmost to provide an excellent service. However, should you as a player have a problem and you are unable to resolve it initially with our Customer Service, we offer you the opportunity to lodge a complaint, free of charge. In that case, you can send an e-mail to our Customer Service at [email protected] with the subject 'Complaint EMAIL ADDRESS'. The receipt of the complaint will be confirmed within 72 hours. If we do not handle the complaint, you will be notified within 7 days. The complaint will be processed as quickly as possible and will be completed within 8 weeks at the latest.

 

The complaint must include your email address, name, and date of birth. You must clearly describe the problem that led to the complaint. You may attach screenshots and/or other evidence for clarification.

 

If you want to claim a transaction, you must do so within 6 months after the transaction (should) have taken place. A claim after 6 months will not be processed. Once we receive the claim, we will investigate the disputed transaction and notify you of the outcome. Our decision is final.

 

We are not obliged to deal with a claim that relates to a behaviour or issue about which the player has previously made a complaint, and which has already been dealt with. We will notify the player in this case within 7 days of receipt of the complaint. There shall not be a case of a repeated complaint if new facts and circumstances are presented. If for any other reason we do not handle a complaint, you will be informed of this in writing.

 

Any dispute arising out of your use of the website will be settled by the courts in The Netherlands, and you hereby agree to submit to the exclusive jurisdiction of such court.