Dispute Resolution Policy

This Policy contains provisions applicable to the website of the company SHARKSCODE B.V., 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.

1. Complaint Procedures

1.1 Initial Contact. Players are encouraged to contact our Customer Service directly for any complaints or concerns. We will acknowledge the complaint within 1 working day and aim to resolve it within 14 or 30 days, depending on the issue.

1.2 Escalating Complaints. If unresolved, players can escalate complaints to Anjouan Gaming’s dispute resolution system, accessible via Anjouan Gaming Dispute Resolution Form at https://anjouangaming.com/submit-dispute/

1.3 ADR (Alternative Dispute Resolution). If a dispute cannot be resolved internally, it may be referred to an approved ADR provider for impartial resolution.

1.4 Mediation. As an optional step, we may offer mediation to help resolve disputes voluntarily before further escalation.

2. Operator’s Responsibility in Handling Complaints

2.1 Complaint Timeline. Complaints regarding game outcomes should be filed within 14 days of the session, while account-related issues must be reported within 30 days.

2.2 Reporting to Anjouan Gaming. If unresolved after 30 days, complaints are reported to Anjouan Gaming for further review.

3. Resolution of Unresolved Disputes

3.1 Mandatory Arbitration. Unresolved disputes will be referred to binding arbitration under applicable regulatory requirements. Arbitration will be conducted by a recognized tribunal and held in English.

3.2 Time Limit for Arbitration. Players must initiate arbitration within 365 days of the session date; failure to do so will forfeit any potential claims.

3.3 Restrictions on Settlements. We cannot settle disputes exceeding EUR 25,000 without prior approval from Anjouan Gaming.

3.4 Mandatory Reporting. Any legal claims against us must be reported to Anjouan Gaming within 2 business days.