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Dispute Resolution Policy

This Policy contains provisions applicable to the website of the company Novara Limitada, acting under the laws of the Autonomous Island of Anjouan, Union of Comoros and operates under License No. ALSI-152312006-FI3 (hereinafter referred to as the "the Company" or "We"). This policy outlines the steps we take to address and resolve player complaints.

General Guidelines

Initial Handling: We are responsible for addressing any concerns or disputes raised by players in a courteous and professional manner. Anjouan Gaming will only step in if we fail to adhere to established protocols. Players should reach out to Anjouan Gaming only if the parties are unable to achieve a satisfactory resolution.

Dispute Escalation: Players experiencing issues such as payout delays, account blocks, or technical problems should first attempt to resolve these directly with us via:

If a satisfactory resolution isn’t achieved, the player may then escalate the issue to Anjouan Gaming for further review. All complaints must be submitted via our interactive site seal validator page. Attempts to submit claims via any other method is invalid and will not be considered by the Anjouan Gaming.

Invalid claims: We do not entertain claims for activities not covered by the Anjouan License, this includes players from prohibited territories and activities outside gaming such as marketplaces or the like. Such activities are outside the coverage of the license and as such claims will not be entertained.

Our Responsibility in Handling Complaints

Notification Requirements

  • Game Outcome Disputes: Players are required to submit a formal complaint within fourteen (14) calendar days following the session date if they disagree with the outcome of a game.
  • Account-Related Issues: For other concerns related to your account, such as payout discrepancies, suspensions, or bonus calculations, the complaint must be filed within thirty (30) calendar days of the session date.

Offering Mediation: We have the option to offer mediation as a voluntary and non-binding method to resolve disputes before escalating them further.

Reporting to Anjouan Gaming: If we do not manage a complaint according to the industry’s best practices, the Players must report the incident to Anjouan Gaming, especially if the issue remains unresolved after thirty (30) calendar days.

Resolution of Unresolved Disputes

Mandatory Arbitration

Arbitration Clause: Unresolved disputes will be referred to binding arbitration. The arbitration must be conducted by a tribunal recognized by national law within the EU or the UK and must be held in English.

Time Limit for Arbitration: Players must initiate arbitration within 180 days of the session date. Failure to do so will result in the forfeiture of any potential claims.

Restrictions on Settlements:

High-Value Disputes: We are prohibited from settling disputes that involve amounts exceeding EUR 25,000 without first obtaining approval from Anjouan Gaming.

Mandatory Reporting: We must report any legal claims brought against us by third parties to Anjouan Gaming within two (2) business days.

Our Obligations in Complaint Handling

Effective Communication: We are required to manage all player complaints professionally and promptly, in line with the Standard of Good Industry Practice. Complaints must be addressed within Thirty (30) calendar days of submission.

Accessible Complaint Procedures: We maintain a clear, accessible procedure for handling complaints. This procedure is available via a link on the website and included in the Terms of Service.