StawkiBet strives to keep players satisfied and to resolve any conflicts fairly. This document describes the step-by-step order of submitting and reviewing complaints, as well as escalation mechanisms if the initial decision did not satisfy the player.
Most issues are closed quickly through a direct request to support. But for complex and disputed cases there is a formal procedure with clear timelines and stages that guarantees an objective review of each situation.
1. First contact with support
1.1. Communication channels
StawkiBet support works around the clock and is available through several channels:
- Live chat on the site — instant communication with an operator in real time
- Email — for detailed requests and sending documents
- Contact form — a structured submission through the site
- Phone line — for urgent matters during working hours
The channel is chosen by urgency and complexity. Live chat is enough for a simple question, while email is better where a detailed description and attachments are needed.
1.2. Required information
For your request to be reviewed quickly, provide as complete data as possible:
- Login and email registered in the system
- A detailed description of the problem with the sequence of events
- Numbers of transactions, bets or game rounds
- Screenshots where the problem is visible
- Account or payment-system statements — for financial matters
- Previous correspondence, if the matter was already reviewed
1.3. Response times
Support responds within these times:
- Live chat — a few minutes during an active session
- Email — 24 hours to confirm receipt, 48–72 hours for a detailed reply
- Complex cases — up to 5 business days with regular status updates
If the review is delayed by technical checks or consultations, the player is told the reason for the delay and the expected timeline.
2. Types of disputes
2.1. Financial disputes
Matters around money operations are the most common:
- A deposit not credited even though the payment went through
- Delay or refusal of a withdrawal
- Transaction amounts do not match
- Unlawful deductions or fees
- Errors in the balance calculation
Financial disputes require documents for each operation. The platform contacts payment providers to reconstruct the exact picture.
2.2. Disputes over bets
Discrepancies in settling or accepting bets:
- Bets voided without proper justification
- Errors in calculating odds or winnings
- The result does not match the actual event outcome
- A technical failure at the moment of placing the bet
- A disputed interpretation of the rules in non-standard situations
The review requires checking technical logs, the rules of the specific sport and the official event results.
2.3. Disputes over casino games
Matters of fairness and correctness of the game process:
- Doubts about the fairness of the result
- Winnings that were not credited
- A technical failure during the game
- Game behaviour differs from the stated rules
- Problems with bonus features
The check includes analysing session history, game server logs and consulting the content provider.
2.4. Disputes over bonuses
Matters about promotions and their terms:
- A due bonus not credited
- Unclear or contradictory wagering terms
- A bonus voided early
- A different understanding of the promotion rules
2.5. Disputes over account blocks
Disagreement with restricting or closing an account:
- A block without a clear explanation
- Disagreement with an accusation of a rule violation
- A request to review the decision
- Questions about access to funds on a blocked account
3. Complaint review procedure
3.1. Stage 1: Initial review by support
The first level of review is handled by a support operator:
- Registering the request with a unique number assigned
- Collecting all needed information from the player
- Checking available data in the platform's systems
- Consulting relevant departments if needed
- A reply with the reasoning for the decision
Timeline: 3–5 business days for most matters.
3.2. Stage 2: Escalation to management
If the reply did not satisfy you, you may escalate to higher management:
- An escalation request through the same operator or a separate statement
- Review of the case by the customer-service department manager
- A re-check of all circumstances and decisions made
- If needed — involvement of technical or legal experts
- A detailed written explanation
Timeline: 7–10 business days.
3.3. Stage 3: Official complaint
For a formal review of complex disputes, an official complaint is filed:
- Filling in a special complaint form with all details
- Attaching all relevant documents and evidence
- Review by an independent compliance officer
- A comprehensive analysis of the rules, terms and circumstances
- A final written decision with detailed reasoning
Timeline: 14 business days.
4. Alternative dispute resolution (ADR)
4.1. What ADR is
Alternative dispute resolution is an out-of-court mechanism with an independent mediator. It is used when the internal procedure did not give a satisfactory result and the parties want to avoid a long court case.
4.2. When it applies
ADR is appropriate when:
- The player has exhausted all internal appeal procedures
- The platform's decision is disputed, but there is ground for compromise
- The dispute concerns large amounts or matters of principle
- Both parties agree to take part in the process
4.3. The ADR process
Alternative resolution goes through these steps:
- Submitting a request to a certified ADR provider
- Providing all documentation and correspondence to both parties
- Appointing an independent mediator or arbitrator
- Reviewing the arguments and evidence of the platform and the player
- Negotiations or hearings (usually remote)
- Issuing a recommendatory or binding decision
Timeline: usually 30–90 days depending on complexity.
4.4. Cost of ADR
The ADR provider's services are usually split between the parties or covered by the regulator's programme. Some organisations provide them free for consumers when the dispute amount does not exceed a certain threshold.
4.5. Binding nature of the decision
It depends on the type of ADR and the parties' agreements:
- Mediation — the decision is recommendatory; it can be accepted or rejected
- Arbitration — the decision is binding on both parties and legally enforceable
StawkiBet undertakes to comply with the decision of an approved ADR provider in line with the licence requirements.
5. Contacting the regulator
5.1. When to contact
It is worth contacting the licensing regulator if:
- Internal procedures and ADR did not lead to a resolution
- There is a suspicion of a systemic breach of rules or licence terms
- The platform refuses to cooperate on the complaint
- The dispute falls within the regulator's competence
5.2. Regulator contacts
StawkiBet operates under the licence of the relevant regulatory body. To file complaints, the following are used:
- The official name of the regulatory body
- The office address and postal address
- An email for complaints
- An online complaint form on the regulator's site
- A phone line (if available)
5.3. The regulator's review process
The regulator reviews complaints under its own procedures:
- Checking the jurisdiction and admissibility of the complaint
- Requesting information from the licensee (the platform)
- Analysing compliance with the licence terms and rules
- If needed — an investigation or inspection
- A decision with instructions to the operator
- Sanctions if violations are found
Timelines vary but are usually 2 to 6 months.
5.4. Possible outcomes
The regulator may:
- Confirm the legitimacy of the operator's actions
- Order the operator to pay the player compensation
- Issue a warning or a requirement to fix shortcomings
- Impose financial penalties on the licensee
- As a last resort — suspend or revoke the licence
6. Court proceedings
6.1. Applicable law
Relations between StawkiBet and players are governed by the law of the jurisdiction where the licence is issued, unless mandatory rules of the player's country of residence provide otherwise.
6.2. Jurisdiction
Court disputes are heard by the competent courts according to the established jurisdiction. The terms of use may contain a clause on the exclusive jurisdiction of courts of a certain jurisdiction, provided this does not conflict with consumer protection.
6.3. Limitation period
Claims about disputed situations must be filed within the set period after the circumstances that caused them arose. Usually this is:
- Financial disputes — up to 6 months
- Disputes over bets and games — up to 3 months
- Other disputes — up to 1 year
Missing the deadline without a valid reason may lead to a refusal to review.
7. Documenting the dispute
7.1. The importance of evidence
The outcome of a dispute largely depends on the quality of the evidence:
- Keep all screenshots of the screen with the problem
- Record transaction numbers and timestamps
- Keep all correspondence with support
- Make statements from e-wallets or bank accounts
- Keep a chronology of events
7.2. Organising the information
To speed up the review, organise your materials:
- Write a chronological description of events
- Number and label all attachments
- Clearly state the essence of your claim
- Refer to specific rule clauses
- Prepare a short summary so the situation is easy to grasp
8. Rights and obligations of the parties
8.1. User rights
During a dispute review the player has the right to:
- Receive timely and clear answers
- Know the reasons for the decisions made
- Appeal decisions through the available mechanisms
- Turn to ADR or the regulator
- Receive all personal data related to the dispute
8.2. User obligations
The player is obliged to:
- Provide truthful and complete information
- Assist in clarifying the circumstances
- Follow the established procedures and deadlines
- Not use offensive or threatening wording
- Not take actions that disrupt the platform's operation
8.3. Platform commitments
StawkiBet undertakes to:
- Review all complaints objectively and fairly
- Meet the established review deadlines
- Give reasoned decisions with references to the rules
- Comply with ADR and regulator decisions
- Continuously improve procedures based on experience
9. Preventing disputes
9.1. Recommendations for users
Most disputes can be prevented with simple rules:
- Read the terms of use and game rules carefully
- Check the details before confirming bets and transactions
- Keep confirmations of all financial operations
- Report noticed problems right away
- Keep your contact details up to date
9.2. The platform's efforts
StawkiBet itself works to reduce the number of disputes:
- Clear and understandable wording of the rules
- An intuitive interface with warnings about important actions
- Fast support response
- Regular technical improvements against failures
- Training staff in proper communication
10. Confidentiality
Information provided during a dispute review is used only for this purpose and is protected under the privacy policy. Dispute details are not disclosed to third parties, except in cases provided by law or when turning to ADR and the regulator.
The platform strives to resolve disputes constructively and quickly, taking players' interests into account as much as possible. Openness to dialogue and clear procedures ensure a fair outcome for the benefit of all participants.
