At Clover-Gold , we are dedicated to maintaining a fair, transparent, and efficient process for resolving disputes with our Players (“you”). This policy outlines the steps we take to address and resolve disagreements effectively.
1. Scope of Disputes
This policy applies to any disputes or claims arising from:
- The use of the [Casino] platform, including games, transactions, or services.
- Alleged violations of our Terms of Service, Privacy Policy, or other agreements.
- Issues related to payments, refunds, bonuses, or account management.
2. Informal Resolution
Initial Contact:
- Players are encouraged to contact our Customer Support team to address disputes.
Resolution Timeframe:
- We aim to respond to inquiries within 3 business days.
- Most disputes are resolved informally within 14 business days.
3. Escalation
If a dispute cannot be resolved informally, Players may submit a formal complaint.
Formal Complaint Requirements:
Players must provide:
- Account details.
- Relevant transaction IDs.
- Supporting evidence (e.g., screenshots, emails).
- A clear description of the desired resolution.
Submission:
- Formal complaints must be submitted via the provided contact form.
Review Process:
- We will thoroughly investigate the complaint and provide a written response within 14 days.
- If additional time is needed, we will notify the Player promptly.
4. Mediation
If the complaint remains unresolved, either party may propose mediation:
- Mediation is a voluntary process facilitated by an independent third party.
- The costs of mediation will be shared equally unless otherwise agreed.
5. Arbitration
For disputes unresolved through mediation, binding arbitration may be initiated:
Binding Arbitration:
- Disputes will be resolved by binding arbitration under the rules of the AAA (American Arbitration Association).
- Arbitration will take place in the designated country and be conducted in English.
Costs:
- Each party will cover its own legal fees and costs.
- Arbitration fees will be shared equally unless otherwise determined by the arbitrator.
Final Decision:
- The arbitrator’s decision is final and enforceable in any court of competent jurisdiction.
6. Exclusions
- Small Claims: Either party may pursue disputes in small claims court if the claim qualifies under applicable jurisdictional limits.
- Injunctions: Clover-Gold may seek injunctive relief for misuse of the platform or intellectual property rights without prior mediation or arbitration.
7. Governing Law
This policy and any disputes arising under it are governed by the laws of the designated country, excluding its conflict-of-law principles.
8. Limitation of Claims
All disputes must be filed within 1 year of the issue’s occurrence. Claims filed after this period will not be accepted.
9. Amendments
We reserve the right to update this policy as necessary. Players will be notified of significant changes via email or platform notifications. Continued use of the platform after updates constitutes acceptance of the revised policy.
Conclusion
This Dispute Resolution Policy reflects our commitment to fairness, transparency, and efficiency in resolving disagreements. If you have any questions or concerns, please contact our Customer Support team. Thank you for your cooperation.
