Complaints and Disputes

Our Complaints Procedure

At Ragnaro Casino, we do our utmost to ensure that your experience on our platform runs flawlessly and enjoyably. Nevertheless, we understand that misunderstandings, technical malfunctions, or dissatisfaction can sometimes occur. If you have a complaint, we would like to resolve it. We use a structured and transparent procedure to handle your concerns in a timely and fair manner.

Step 1: Contact Customer Service

In most cases, problems can be resolved quickly and adequately by contacting our support team directly. Our customer service representatives are trained to resolve a wide range of issues, from technical glitches during play to questions about payments and bonuses.

You can submit a formal complaint or question via the Live Chat, available on our website (open 24 hours a day, 7 days a week). Ensure you report the complaint to us as soon as possible after the incident.

Information Needed for Quick Handling

To process your complaint as efficiently as possible, we ask that you provide the following details directly with your report:

• Your registered username and full name.
• A clear and detailed description of the problem or complaint.
• The exact time and date the incident occurred.
• The name of the game or service the problem related to (if applicable).
• Any evidence, such as screenshots or transaction IDs, that can support your case.

Step 2: Escalation to Management

If you believe that your complaint has not been resolved to your satisfaction by our first-line customer service, you have the right to escalate the complaint. Ask via the Live Chat for the agent to forward your case to the Complaints or Management team.

A specialized team member will thoroughly and impartially review the previous correspondence and the game or transaction history. We aim to assess escalations within a reasonable timeframe and provide you with a formal decision from the Casino.

External Dispute Resolution (ADR)

It is our goal to resolve all complaints internally to your satisfaction. However, if we cannot reach a mutual agreement after the full internal complaints procedure has been exhausted, you have the option to submit the dispute to an independent third party.

As a player, you have the right to contact an Alternative Dispute Resolution (ADR) entity or the relevant gaming authority under which the casino operates. These independent parties will act as a mediator between you and the Casino. Decisions made by an accredited ADR entity regarding game handling are considered binding by us.

Please note that an ADR entity will generally only consider disputes if you have first exhausted the casino's full internal procedure and received a formal final decision (deadlock).