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Complaints Policy

At Rainbet, we strive to provide exceptional service and satisfactory experiences to all our customers. However, if you have a complaint, we take it seriously and are committed to addressing it fairly and promptly through this Complaints Policy.

How to Submit a Complaint

You can submit a complaint through any of the following channels:

Please provide your full name, contact information, a detailed description of the complaint, any supporting documentation, and your preferred resolution.

Complaint Handling Process

  1. We will acknowledge receipt of your complaint within 2 business days.
  2. Your complaint will be reviewed by a member of our Complaints Team.
  3. We may request additional information or documentation as needed.
  4. Our goal is to provide an initial response with proposed resolution steps within 10 business days.
  5. If your complaint cannot be resolved promptly, we will provide regular status updates.
  6. Complaints requiring escalated investigation may take up to 30 days for a final determination.

Complaint Records

We maintain records of all complaints received for a minimum of 5 years. These records are kept confidential and only accessed by authorized personnel.

Escalation and Appeals

If you are unsatisfied with our resolution, you may escalate your complaint to our Compliance Manager at [email protected]. You also maintain all consumer rights to seek remedies through appropriate legal jurisdictions.

We aim for full transparency and continuous improvement in our complaints handling process. Please let us know if you require any clarification or have additional feedback on this Complaints Policy.