Dispute Resolution Policy
At Weiss Casino, we value transparency, fairness, and your trust. While we strive to provide a seamless and enjoyable experience, we understand that concerns may arise from time to time. This Dispute Resolution Policy outlines how you can raise an issue with us and how we work to resolve it promptly, professionally, and fairly.
Step 1: Contact Our Support Team
If you have a complaint or dispute regarding:
- Account activity or verification
- Bonuses, promotions, or free spins
- Deposits, withdrawals, or payment issues
- Game outcomes or system malfunctions
- Alleged violations of our Terms & Conditions
We ask that you contact our customer support team first at [email protected].
Our support team will aim to resolve your concern during the initial conversation or within 48 hours if further investigation is needed.
Step 2: Escalation to the Disputes Team
If you are not satisfied with the initial response, you can escalate your complaint to our dedicated Disputes Resolution Team by requesting an official case review.
To escalate, please provide:
- Your full name and username
- A detailed explanation of the issue
- Relevant screenshots, transaction IDs, or communication logs
Once submitted, our Disputes Team will conduct a thorough internal investigation. You will receive a written response within 10 business days.
Step 3: External Dispute Resolution (ADR)
If you're still not satisfied with the outcome after our internal process, you may refer your dispute to an independent Alternative Dispute Resolution (ADR) service. Weiss Casino partners with eCOGRA, a globally recognized and impartial body that helps mediate disputes fairly and free of charge.
eCOGRA will review the case and issue a binding decision based on fairness, industry standards, and applicable regulations.
Regulatory & Legal Rights
As a player in Canada, you also have the right to:
- File a complaint with your provincial gambling authority if Weiss Casino operates under a regional license.
- Seek independent legal advice at your own discretion.
- Contact consumer protection agencies in your province or territory.
We recommend trying to resolve the matter with us and our ADR provider before exploring legal action.
Game Fairness & Technical Disputes
Weiss Bet Casino uses certified Random Number Generators (RNGs) to ensure fair and unbiased outcomes. Game performance and outcomes are regularly tested and verified by independent auditors.
If a game experiences a technical failure (e.g., disconnection or system error), we will assess the data on our servers to determine the correct resolution based on your actual balance and game state at the time of the error.
Fraud & Abuse Investigations
If a dispute involves suspected fraud, collusion, bonus abuse, or terms violations, the investigation may take longer. In such cases:
- Your account may be temporarily suspended
- You will be informed of the reason and timeline
- We may request additional documentation to resolve the case
Our decision will always be based on clear evidence, your user history, and applicable rules.
