Dispute Resolution Policy

1. Introduction

Pantasia Casino aims to resolve any disputes quickly and fairly. This Dispute Resolution Policy explains how we handle complaints and disputes between players and the casino.

2. How to Raise a Dispute

If you have a complaint or dispute, you must first contact our customer support team:

• Via live chat (recommended for fastest response)
• By email at support@pantasiacasino.com

Please provide the following information:

• Your account username or email
• Date and time of the issue
• Game name or transaction ID (if applicable)
• Detailed description of the problem
• Any supporting evidence (screenshots, videos, etc.)

3. Complaint Handling Process

1. We will acknowledge your complaint within 24 hours.
2. Our support team will investigate and provide a response within 5 business days.
3. If the issue is complex, we may extend the response time and inform you accordingly.

4. Escalation Process

If you are not satisfied with the initial response from our support team, you may escalate the dispute by:

1. Requesting escalation to the Casino Manager via email.
2. Submitting a formal complaint in writing with all previous correspondence.

The Casino Manager will review the case and provide a final decision within 10 business days.

5. Independent Alternative Dispute Resolution (ADR)

If you remain dissatisfied after our internal process, you have the right to refer the dispute to an independent Alternative Dispute Resolution (ADR) provider free of charge.

Current ADR provider:

eCOGRA
Website: https://ecogra.org

6. Time Limits

Complaints must be submitted within 30 days of the incident. We reserve the right to reject complaints submitted after this period.

7. Final Decision

Decisions made by the independent ADR provider are final and binding on both parties, except in cases where legal proceedings are required.

8. Exclusions

This policy does not apply to disputes related to:

• Self-exclusion or responsible gambling decisions
• Matters already decided by a court or regulatory authority
• Technical issues outside our control (internet connection, device problems)

9. Contact

For any dispute or complaint, please contact us at support@pantasiacasino.bet or via live chat.

Pantasia Casino reserves the right to update this Dispute Resolution Policy at any time. The latest version is always available on our website.