Complaints and Disputes Procedure

Overview

Dash Bet is a transparent and fair betting platform to all participants on the site. If you have had an issue with an account, payments or the betting site itself, a player can make a complaint to be reviewed.

Our platform works hard to resolve any issue brought up by a user quickly and in a professional manner, and also wants to make sure that each complaint is addressed by standard operating procedure and the proper regulations.

Filing the complaint

If you ever feel wronged after using our site, your best bet is to reach out to customer service through the site. When reaching out, it is always useful to include as much evidence in supporting documentation as possible about what transpired (dates, amount of money involved, detailed description, etc).

The more specific you are, the faster it’s generally going to be processed and clarified.

How It’s Reviewed

Once a request comes in, it gets looked at by the support or compliance team. That can involve checking account activity, payments or system records, depending on what the issue is about. Some cases are simple, others take a bit longer to go through properly.

Response and Timing

A time limit cannot be set since the complexity of the problems being addressed is not the same. Simple problems can typically be resolved rapidly, whereas others will take longer to resolve because they will require much back-and-forth communication. Updates are typically shared at each step in the process of working together except when there is a need to share additional information.

If the Issue Isn’t Resolved

If the outcome doesn’t seem right, the case can be looked at again. It may be passed to another team for a second review.

In some situations, it can also be taken further outside the platform, depending on what the issue involves.

General Approach

Instead of applying the same approach to every situation like in all other areas of my work, my approach is to treat each situation uniquely based on individual fact patterns rather than applying a one size fits all solution. Most importantly, in developing a solution. I check each fact pattern, review each one and progress to solving each problem as I go along. Consistency and clarity are most important for both the users as well as the general operation of the platform.