Complaints & Dispute Resolution

1. Stage one — Customer Support

Contact support@royalerush.example with your username, the date and time of the incident, the game or transaction ID, and a description of the issue. We acknowledge within 24 hours and aim to resolve within 8 working days.

2. Stage two — Compliance escalation

If you are not satisfied, request escalation in writing to complaints@royalerush.example. The Head of Compliance will issue a final written decision (a “deadlock letter”) within 8 weeks of your original complaint.

3. Stage three — Alternative Dispute Resolution (ADR)

If you receive a deadlock letter or 8 weeks pass without resolution, you may refer the matter free of charge to an approved ADR provider designated by the regulator in your jurisdiction (for example, eCOGRA, IBAS, or The Pogg). The ADR decision is binding on the operator.

4. Regulator

You retain the right to contact the relevant gambling regulator at any time. The regulator does not arbitrate individual disputes but does investigate licensee conduct.

5. Game-outcome disputes

Outcomes are verified against recorded server seeds, client seeds, and nonces under our provably-fair scheme — see the Game Fairness policy.

6. Records

We retain complaint files for at least 3 years (or longer where required by license conditions) and make them available to the regulator on request.