Dispute Resolution Policy

1.1 If you have any complaints regarding our Services, you must contact our Support Team at [email protected]. All communication must be conducted using the email address registered with your Player Account. Only the registered account holder may submit a complaint. It is strictly prohibited to assign, transfer, or sell your complaint to any third party. Any complaints received from non-account holders will be dismissed.

1.2 NOTWITHSTANDING THE FOREGOING, WE TAKE NO LIABILITY WHATSOEVER TO YOU OR TO ANY THIRD PARTY WHEN RESPONDING TO ANY COMPLAINT THAT WE RECEIVED OR TOOK ACTION IN CONNECTION THEREWITH.

1.3 Complaints are initially handled by our Customer Support Department. If the issue is not resolved at that level, it will be escalated internally to the relevant department or a Customer Support Manager. You will be informed of the progress of your complaint within a reasonable timeframe. The Company will make every reasonable effort to assist in reaching a fair and timely resolution. All such discussions will be conducted privately and not made public.

1.4 If no resolution is reached, the Company may, at its sole discretion, refer the dispute to arbitration. Arbitration proceedings will not begin until either:

• The Support Managers jointly conclude that further negotiation is unlikely to result in resolution, or
• Thirty (30) calendar days have passed since the escalation.

Disputes involving amounts exceeding US$500 will be reported to the Gaming Board of Anjouan pursuant to applicable law.

1.5 Subject to the escalation process described in Section 17:

• The Company may, at its sole discretion, apply to a court with proper jurisdiction to obtain an injunction preventing the disclosure of confidential information.
• All other disputes arising under or in connection with the Services shall be exclusively referred to and finally resolved by the Gaming Board of Anjouan. Any decision or award rendered shall be final and binding on both parties and enforceable in any court of competent jurisdiction.
• In relation to disputes between users, you agree that a random number generator (RNG) determines the outcome of randomly generated events. In any conflict between the result shown on the user’s device and that recorded on the Game server, the server’s result will take precedence. The Company’s records shall serve as the conclusive authority in all such matters. This does not prejudice any legal rights or remedies available to you
• Claims or disputes must be submitted within fourteen (14) calendar days from the date of the original transaction or event giving rise to the claim. All such claims must be directed to our Support Department at [email protected].

1.6 All dispute resolution proceedings under these Terms shall be conducted privately and treated as strictly confidential to the extent permitted by applicable law. Neither party shall disclose the existence, content, or outcome of any such proceedings, nor shall any materials submitted during such proceedings be admissible in any other legal or administrative matter. Notwithstanding the foregoing, this confidentiality obligation shall not prevent either party from filing a petition to vacate or enforce an award, nor shall it restrict any disclosures required by law or legal process.

1.7 Nothing in this section shall affect any rights or remedies available to you under applicable law or equity. By accepting these Terms and Conditions, you expressly consent to the jurisdiction of the Government of the Autonomous Island of Anjouan, Union of Comoros, for the resolution of any dispute arising out of your use of the Services. Where applicable, such hearings may be made public in accordance with local legal requirements.

1.8 In the event of any dispute between You and the Company, You acknowledge and agree that all outcomes of games and Services involving random events shall be determined by a certified Random Number Generator (RNG). In case of any discrepancy between the results displayed on Your device and those recorded by Our servers, the results on Our servers shall prevail. Without limiting any other rights or remedies available to You, You agree that the Company's server records shall be the final authority in determining the terms of Your use of the Services and the results of any associated activity.

1.9 You also have the right to request that any unresolved dispute be submitted to the Gaming Board of Anjouan for formal investigation in accordance with applicable dispute resolution statutes. Any decision or award rendered by the Gaming Board shall be final, binding, and enforceable in any court of competent jurisdiction.

1.10 Any claims or disputes must be submitted within fourteen (14) calendar days from the date of the transaction or event giving rise to the claim. Claims submitted outside of this timeframe will not be considered. All claims or disputes must be raised through our customer support team by email at [email protected].

1.11 By using the Services, you irrevocably consent to the exclusive jurisdiction of the Government of the Autonomous Island of Anjouan, Union of Comoros, for the resolution of any and all disputes arising from or related to the Gambling Services or use of the Website.

1.12 When We wish to contact You regarding such a dispute, We will do so by using any of the contact details provided in Your Player Account.

1.13 Disputes on FIAT-related transactions. Any issues, disputes, or discrepancies arising from FIAT currency transactions conducted on our Website must be formally reported to Dreamplay.bet within thirty (30) calendar days from the date of the transaction(s) in question.

1.13.1 Issues or disputes submitted after this 30-day period will not be accepted for resolution. Such transactions will be deemed final and ineligible for further review or assistance from the Company.

1.13.2 Attempts to bypass this requirement by publicly posting complaints relating to FIAT transactions—whether online or offline, on forums, social media platforms, or any other public domain—will not override or alter this rule in any way.

1.13.3 The Company will not entertain or investigate any fiat transaction-related issues submitted beyond the stipulated timeframe. There shall be no exceptions to this rule.

1.14 No Class Action. You agree, without the ability to revoke, to forgo any rights You may have to join or be a part of a class action, in any lawsuit, arbitration, or other legal proceeding against Us, arising from or relating to these Terms and Conditions or any Service provided.