Player Complaints Policy
In accordance with Article 5.3 of the National Ordinance on Games of Chance (Landsverordening op de kansspelen, «LOK»), and to make sure that any disputes or complaints that you might have are handled properly, fairly and efficiently, this Policy stipulates the manner in which any such occurrences will be handled.
Since this Policy is a mandatory part of the registration process, you are required to read its contents carefully. Registering for an account through VIP-IBC, will be taken as acceptance immediately and without reservations.
Submission of a Complaint
If you are not satisfied with our services, our conduct, or our decisions pertaining to a dispute that you have submitted through any written form of communication, you have the right to fill out our Complaint Submission Form. You will need to observe the following conditions:
- The time limit of submitting such a complaint cannot be longer than six (6) months.
- Any relevant documentation, screenshots, or any other form of data related to the Complaint must be submitted by you as, due to the nature of the industry, it is not reasonable to assume that such information is preserved by BetSpider.
- You can submit a complaint ONLY if you are the registered user of the account.
- Any complaints must refer to the services of BetSpider ONLY. We cannot be held accountable for complaints that pertain to the services of the bookmakers that we represent. If you have such an issue, BetSpider will only act as a mediator between you and the bookmaker that the dispute refers to. Specifically, any complaints about our services should refer to any of the following:
- Deposit or withdrawal issues
- KYC and verification
- Protection of personal information or financial transaction data
- Practices that can be construed as fraudulent
- Issues about the license or the regulation
Handling of a Complaint
Upon reception of the Complain Submission Form, BetSpider will:
- Confirm within 2 days from the date of submission the reception of the form.
- If there already is a response pertaining to the complaint, then BetSpider will provide it along with a detailed explanation. If there isn’t any, then BetSpider must provide a detailed report of the process that the complaint is handled, along with a notice of an estimated time for the resolution of the complaint.
- Typically, the maximum time that a complaint meets with a resolution, should not exceed four weeks. If more time is required then BetSpider will inform the plaintiff, including in the notification the complete reasons for the delay.
- BetSpider will provide the final ruling on each and every complaint in writing.
- In the cases that BetSpider acts as a mediator between you and a bookmaker, then the time of the resolution of the complaint is the one determined by the bookmaker.
