Complaints

At Casinofive.com, we are committed to providing a fair, transparent, and secure gaming experience. If you are dissatisfied with any aspect of our services, we encourage you to contact us so we can investigate and resolve your concern as quickly as possible.

This policy explains how you can submit a complaint and how we handle complaints in line with regulatory requirements.

If you experience any issues or are unhappy with any aspect of our services, products, promotions, or gaming experience, we recommend contacting our Customer Support team first.

Our support team is available to assist you through:

• Live Chat on our website
• Email: [email protected]

Our team will make every reasonable effort to resolve your issue as quickly as possible.

If your issue cannot be resolved by Customer Support, you may submit a formal complaint.

Complaints must be submitted within six (6) months of the incident you are complaining about.

You can submit a complaint through:

• Email: [email protected]
• Our online complaints form
• Escalation through our Customer Support team

To help us investigate your complaint efficiently, please include:

• Your account details
• A description of the issue
• Relevant dates and information
• Any supporting documents or screenshots where applicable.

Once your complaint is received, our Dispute Resolution Officer (DRO) will review the matter.

Within 7 days, we will:

• Confirm receipt of your complaint
• Explain how your complaint will be handled
• Provide an update or resolution where possible.

We aim to resolve most complaints within 7 business days.

In more complex cases, additional time may be required. However, we aim to fully resolve all complaints within 45 days from the date the complaint is received.

Complaints related to Responsible Gaming are prioritised and are generally resolved within:

• 5 business days
• No longer than 2 business weeks.

Complaints involving identity verification (KYC), Source of Wealth (SOW), or third-party investigations may take longer depending on the time required to review documents and receive information from relevant parties.

Once our investigation is complete, you will receive a written decision which may include:

• The outcome of the investigation
• Supporting information or evidence
• An explanation if your complaint is rejected.

Please note that failure to provide requested information may result in delays or the complaint being closed if we are unable to complete the investigation.

We will keep you reasonably informed throughout the complaint process.

If you are not satisfied with the outcome of your complaint after completing our internal complaints process, you have the option to escalate the matter to Kahnawà:ke Gaming Commission (KGC), which in turn will forward it to their chosen Alternative Dispute Resolution (ADR) service for resolution.

Complaints to the KGC must:

• Be submitted in writing
• Be submitted no earlier than 7 days and no later than 6 months from the incident date.

KGC Contact: [email protected]

Your submission should include:

• Proof of identity
• Details of the complaint
• A summary of the steps already taken with Casinofive.com.

ADR services review disputes between players and operators and aim to help resolve complaints fairly and impartially.

Casinofive.com will cooperate fully with the ADR entity by providing all information and assistance reasonably required to review and resolve the complaint. We also expect players to cooperate throughout the process by providing accurate information, relevant documentation, and any additional details requested in order to help facilitate a fair and timely resolution.

If your complaint relates to privacy or data protection matters, please refer to our Privacy Policy for more information about how these issues are handled.

We are committed to:

• Handling complaints fairly and professionally
• Keeping complaint information confidential
• Communicating transparently throughout the process
• Working towards an amicable resolution wherever possible.

If you require additional assistance or clarification regarding the complaints process, please contact us at: [email protected]