Complaints Policy and Procedure Statement

LiveCasinoMate is committed to providing the highest standard of services to its customers and beneficiaries. We value feedback from our users and recognize that complaints are an important means to identify areas for improvement and rectify any shortcomings in our services. This Complaints Policy and Procedure outlines how we handle complaints and disputes, ensuring transparency, fairness, and prompt resolution.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of This includes, but is not limited to, issues with our products, services, customer support, or any other facet of the customer experience..

Concern or Complaint

At LiveCasinoMate, we differentiate between concerns and complaints. A concern refers to an informal expression of dissatisfaction that can often be resolved through immediate action or communication. On the other hand, a complaint is a formal expression of dissatisfaction requiring a more structured approach to resolution.

We acknowledge that customers may have concerns that do not necessarily escalate to the level of a formal complaint. Therefore, we encourage our customers to bring to our attention any issues or potential areas of improvement. These concerns will be treated with the same care as formal complaints and will be utilized in improving our services.

Complaint Handling and Dispute Resolution:

We are committed to handling complaints with fairness, impartiality, and respect for all parties involved. Our approach to complaint resolution is based on the following principles:

Accessibility: We ensure our complaints procedure is easily accessible to all users and beneficiaries.
Transparency: We maintain transparency throughout the complaint handling process, providing clear updates and explanations to those involved.
Confidentiality: We treat all complaints with strict confidentiality, sharing information only with those directly involved in the resolution process.
Timeliness: We aim to acknowledge complaints promptly and provide timely updates on the progress of the investigation and resolution.
Fairness and Impartiality: We handle complaints in an unbiased manner, providing equal treatment to all parties involved.
Respectful Communication: We communicate respectfully with complainants and all individuals involved, maintaining a professional tone throughout the process.

Receiving Complaints

Complaints can be submitted through our official website, customer support channels, or through any other designated communication channels. We encourage complainants to provide as much relevant information as possible to aid in the investigation and resolution.

Resolving Complaints

Upon receiving a complaint, we will conduct a thorough investigation to understand the issue fully. The resolution process may involve gathering relevant information, consulting with involved parties, and considering all available evidence. We are dedicated to finding fair and reasonable solutions to address the concerns raised.

Variation of the Complaints Procedure

We reserve the right to review and amend this Complaints Policy and Procedure to improve its effectiveness and reflect changes in our services and operations. Any updates to the procedure will be communicated on our website or through other appropriate channels.

Monitoring and Learning from Complaints

We view complaints as an opportunity to learn and grow. We analyze complaint data periodically to identify trends and areas for improvement. Insights gained from complaints contribute to enhancing our services and preventing similar issues from occurring in the future.

Contact and Feedback

For complaints or feedback on our services, users and beneficiaries can reach us through the following channels:

    We commit to responding to all complaints promptly and striving for fair and satisfactory resolutions.


    This policy is effective from 25th July 2023 and will be regularly reviewed and updated as necessary.