Complaints Policy

Last Updated: 28 May 2025

We're Here to Help

At Betstrike, we want you to have a great time. If something goes wrong, we'll fix it. This policy explains how to complain and what happens next.

How to Contact Us

The fastest way to reach us is through live chat on our website, available 24/7. You can also email us at support@betstrike.com. We respond to all complaints within 24 hours.

When you contact us, please include your username, when the problem happened, what went wrong, and what you'd like us to do about it. Screenshots or transaction IDs help us solve things faster.

Our Process

Step 1: We Receive Your Complaint

When you submit a complaint, you'll get an automatic email with a complaint number. Keep this number safe because you'll need it for any follow-up.

Step 2: We Investigate

We typically investigate complaints within 1-7 days. During this time, we review what happened, check our records, and might ask you for additional information. We follow all requirements from our Anjouan gaming license throughout this process.

Step 3: We Decide

Once we complete our investigation, we'll email you our findings and decision. If we made a mistake, we'll fix it and explain exactly what we're doing to make it right.

Timeframes

Simple issues like payment questions or account access usually get fixed within 48 hours. More complex issues involving game disputes or multiple transactions can take up to 14 days. In rare cases involving third-party providers or regulatory matters, resolution might take up to 30 days, but we'll explain why and keep you updated.

If You're Not Happy With Our Decision

Internal Review

If you disagree with our decision, you can request a manager review within 14 days. Send an email with your complaint number, why you disagree, and what resolution you're seeking. Manager reviews typically take up to 14 days.

External Options

When our internal process doesn't resolve your concern, you have several options:

The Anjouan Gaming Commission, which issued our license, handles gambling disputes and can review our decisions. We'll provide their contact details if you need them.

You can also use Alternative Dispute Resolution (ADR) services. These are independent organizations that review gambling complaints for free. We work with recognized ADR providers and accept their decisions as binding.

Additionally, you always have the right to contact regulatory authorities in your own country. We cooperate fully with all legitimate regulatory requests and investigations.

Important Stuff

We keep detailed records of all complaints for at least 5 years and make these available to regulators when requested. Your complaint information remains confidential unless we're legally required to share it, and all staff handling complaints sign strict confidentiality agreements.

Making a complaint will never negatively affect your account. We don't close accounts, reduce limits, or take any retaliatory action against players who complain. The entire complaint process is free with no hidden charges at any stage.

Special Situations

If you've self-excluded and we somehow let you play, we treat this as our highest priority. We'll investigate immediately, refund any deposits made during your exclusion period, and report the breach to regulators as required.

If we discover a minor has used our service, we close the account immediately, return all deposits, and report to authorities as required by law.

For technical issues affecting games, we void the affected bets, return all stakes, and work with our game providers to investigate what went wrong.

Your Rights

You can complain in your preferred language and we'll arrange translation. You're entitled to written responses at each stage, can escalate to management whenever you feel it's necessary, and can seek external resolution at any time. You can access your complete complaint history and withdraw your complaint if you change your mind.

Our Commitments

We promise to treat every complaint fairly and investigate thoroughly. We follow our own procedures consistently, accept decisions from regulators and ADR providers, learn from complaints to improve our service, and keep the process as simple as possible.

Legal Compliance

This policy complies with Anjouan gaming regulations, international gambling standards, consumer protection laws, data protection requirements, and anti-money laundering rules. Where your local laws provide additional protections, those apply automatically.

Updates to This Policy

We may update this policy occasionally. When we do, we'll post the new version here and email you about any major changes. Existing complaints continue under the policy version that was active when you submitted them.

Contact Information

Betstrike Support Team

• Email: support@betstrike.com
• Live Chat: Available 24/7 on betstrike.com
• For complaints, include "COMPLAINT" in your email subject line

Remember: We want you to enjoy Betstrike. If something's wrong, tell us. We'll do our best to fix it.