Complaints Procedure
You may contact our customer service by email: complaints@ca.swiper.com
Complaints are handled in the customer service and could be handled to other departments of the Company in cases when the customer service cannot solve the case immediately. The customer shall be reasonably informed about the state of his/her complaint.
A “dispute” is defined as any complaint which:
- relates to the outcome of the customer’s gambling transaction;
- is not resolved at the first stage of the Company’s complaints procedure.
Customer Support Team will provide an initial response to your query through the support email inbox.
Should a complaint arise from the initial response, as defined above, Customer Support Team will advise you to send your detailed complaint in written form to: complaints@ca.swiper.com
In accordance with the applicable data legislation, and in order to sufficiently identify the customer submitting the complaint as the legitimate account holder, you shall include:
- Account username;
- Full name as registered on the account;
- Email the complaint from the registered email address;
- Email subject to contain COMPLAINT reason;
- A detailed summary/explanation of the complaint;
- Specific dates and times associated with the complaint.
Upon receipt of the required information to process the dispute, the Complaints Resolution Committee will revise your case and provide you with an answer regarding the presented issue.
We will inform you of the outcome of your complaint within 10 (ten) days of receiving the complaint. In the event that the complaint is unusually complex, and provided that the nature of the investigation is such that more time is necessary to complete it, such period may be extended further.
If you are unsatisfied with the resolution of your complaint by the Complaints Resolution Committee please feel free to explore further external dispute resolution options here.
You acknowledge and agree that you are contracting exclusively with the Company for provision of all services available on the Website. You agree not to bring any claim or dispute to or against any third party involved in the operation of the Website, including, without limitation, suppliers of software, games, odds, payment providers, payment processors and payment agents.