Complaints Procedure & Alternative Dispute Resolution (ADR)
1. How to make a complaint
If you are unhappy with any aspect of our service, contact customer support at support@drinbet.com or via live chat (support@drinbet.com). Please include your account ID / username, the relevant dates, any transaction or bet IDs and a clear description of the issue and of the outcome you are seeking.
2. Timelines
- We acknowledge every complaint promptly after receipt.
- Standard complaints are answered within four (4) weeks of receipt. Complex cases may be extended once by a further four (4) weeks; we will tell you in advance.
- Responsible gaming complaints (including self-exclusion failures) are prioritised and handled within five (5) business days where practicable, in line with the CGA Player Complaints Policy Guidelines.
- Our reply will explain our decision and, where applicable, what we will do to put things right.
3. Escalation to an independent ADR provider
If you are not satisfied with our final response, you may escalate the complaint free of charge to an independent Alternative Dispute Resolution (ADR) provider certified by the Curaçao Gaming Authority (CGA). The Operator bears the costs of ADR. ADR is available once our internal complaints procedure has been completed. Our designated ADR provider is: CGA: https://www.cga.cw/contact.
4. The Curaçao Gaming Authority
A2F B.V. is licensed and supervised by the Curaçao Gaming Authority under licence OGL/2024/298/0109. The CGA does not decide individual civil disputes between players and operators, but you may report regulatory concerns to the CGA (for example at complaints@cga.cw or via the CGA website https://www.cga.cw).
5. Governing law
Our agreement with you is governed by the laws of Curaçao and, subject to the complaints and ADR process above, disputes may be submitted to the competent courts of Curaçao. Full details: Terms and Conditions, section 14 and 21 – https://legal.pro.drinbet.com/terms-and-conditions.
drinbet.com is operated by A2F B.V., Abraham Mendez Chumaceiro Boulevard 03, Curaçao, CGA licence OGL/2024/298/0109. 18+ only.