SpinBetter is committed to providing our players with a fair, transparent and enjoyable gaming experience. However, we recognize that from time to time disputes may arise related to game results, payment issues or account management. To effectively handle such situations, we have created a comprehensive dispute resolution process to ensure that all disputes are handled fairly, transparently and expeditiously.
This guide outlines SpinBetter’s dispute resolution process, including how to file a dispute, the stages of dispute resolution and what you can do if you are not satisfied with the outcome. Our goal is to provide you with a clear and understandable path to resolving any issues that may arise during your time with us.
What is a dispute?
A dispute is any disagreement or conflict between a player and SpinBetter regarding the services provided by our platform. Disputes can arise for a variety of reasons including, but not limited to:
- Game Results: Disagreements about the outcome of a game, such as whether a bet was won or lost, or whether there was a game failure.
- Payment Issues: Disputes related to deposits, withdrawals, or other financial transactions, such as delays, incorrect amounts, or rejected transactions.
- Account Management: Issues related to managing your SpinBetter account, including suspending, closing or limiting your account.
- Bonuses and Promotions: Disputes related to the application, eligibility, or terms and conditions of bonuses and promotions.
Steps for filing a dispute
If you encounter an issue that you believe requires dispute resolution, the first step is to contact our support team. We recommend doing this as soon as possible to ensure a prompt resolution. Here’s how you can raise a dispute:
1. Contact customer service
The fastest and most efficient way to resolve a dispute is to contact SpinBetter customer support. You can contact us via:
- Live Chat: Live chat is available 24/7 and allows you to communicate with a customer service representative in real time. It is the fastest way to get help with urgent issues.
- Email: If your dispute is not urgent or requires detailed documentation, you can send an email to info@spinbetter.bet. Be sure to include all relevant details such as your username, a description of the issue and any supporting evidence (e.g. screenshots, transaction IDs).
- Phone: For more complex issues, you may prefer to speak to a support representative directly. You may contact us by phone using the support number listed on our website.
When a dispute arises, it is important to provide as many details as possible. These include the date and time of the incident, the specific game or transaction, and any necessary documents. The more information you provide, the easier it will be for our team to investigate and resolve the issue.
2. Initial review and investigation
Once your dispute has been raised, our support team will conduct an initial review of the issue. This includes gathering information from our internal systems, reviewing game logs, transaction records and any other relevant data. The purpose of this review is to determine if the dispute can be resolved quickly and to identify the root cause of the problem.
- Response Time: We aim to acknowledge receipt of your dispute within 24 hours. The time it takes to complete an investigation depends on the complexity of the issue, but we aim to provide a resolution or update within five working days.
- Communication: Throughout the investigation, our team will keep you informed of progress. If additional information or documentation is required, we will contact you immediately.
3. Resolution
Once the investigation is complete, our support team will provide you with a solution. The solution may include:
- Canceling the transaction: If the dispute is related to an incorrect deposit or withdrawal, the transaction may be canceled and the funds returned to your account.
- Game Correction: If the dispute is related to a game result, such as a glitch or error, we may correct the result or provide compensation in accordance with the terms of the game.
- Account Restoration: If your account has been suspended or restricted in error, we will restore it and provide a resolution to any issues related to it.
- Clarification of terms and conditions: In some cases, resolving a dispute may involve providing a clearer explanation of our terms and conditions, such as those relating to bonuses, promotions or game rules.
Our aim is to resolve disputes fairly, transparently and in accordance with our terms and conditions of service. If you are satisfied with the resolution, the dispute will be considered closed.
Dispute Escalated
If you are not satisfied with the resolution provided by our support team, you have the option to escalate the dispute. The escalation process is designed to provide an additional level of review and assurance that your concerns are being fully addressed.
1. Contacting the Dispute Resolution Team
To escalate a dispute, you can request that your case be reviewed by the SpinBetter Dispute Resolution Team. This team is made up of experienced professionals who specialize in handling complex or unresolved disputes. To begin the escalation process, you can:
- Email: Send an email to info@spinbetter.bet with the subject line “Dispute Escalation”. In the email, include your case number, a brief description of the dispute, and the reason you are dissatisfied with the original resolution.
- Online Form: Some disputes may be submitted through an online form on our website. This form allows you to provide details of the dispute and submit it directly to the dispute resolution team.
Upon receipt of an escalation request, the Dispute Resolution Team will conduct a thorough review of your case, including all relevant documentation and correspondence.
2. Independent Review
In cases where the Dispute Resolution Team cannot resolve the issue to your satisfaction, you may request an independent review by an external dispute resolution service. SpinBetter works with reputable independent organizations that specialize in online gambling disputes. These organizations impartially review the case and offer a final decision.
- How to request an independent review: If you would like an independent review, you will be provided with the contact details of the relevant external dispute resolution service. You will need to provide your case details and supporting documents to the external service, which will review the case independently of SpinBetter.
- Timeline: The timeline for independent review varies depending on the complexity of the case and the organization involved. However, most cases are resolved within 30 days of filing.
- Final Decision: The decision made by the independent dispute resolution service is considered final and binding on both parties. SpinBetter will fully abide by the outcome of the independent review.
Tips for successful dispute resolution
To make the dispute resolution process smooth and efficient, we recommend following the following tips:
1. Keep detailed records
Keep detailed records of all interactions with SpinBetter, including screenshots, transaction IDs and correspondence. These records will be invaluable in helping to substantiate your dispute and ensure that all relevant information is reviewed.
2. Communicate clearly and concisely
When submitting a dispute, be clear and concise in your communication. Provide all necessary details and documents to help our team understand the issue and resolve it effectively.
3. Be patient
While we strive to resolve disputes as quickly as possible, some cases may require additional time for investigation. We appreciate your patience and will keep you informed of progress at every step of the process.
4. Understand the terms and conditions
Before submitting a dispute, familiarize yourself with SpinBetter’s terms and conditions, including the rules governing games, bonuses and promotions. Understanding these terms and conditions will help clarify any misunderstandings and may resolve the issue without the need for a formal dispute.