User Complaints

User Complaints

In the event of a dispute, it is advisable that the Account Holder lodges a complaint with winmasters ' customer service using the contact details in the Website. The parties should do their utmost to reach an amicable settlement within a reasonable time. The client may also lodge a complaint within 6 months to NBA, which must contain clear and unequivocal information about the complainant's identity and shall give all the relevant details that gave rise to the complaint.

If a user has a complaint, he/she can:

1.Email customer support at support@winmasters.com.cy

2.winmasters will use best efforts to resolve a reported matter promptly.

3. If for some reason the user is not satisfied with the resolution of the complaint by the Company, you can lodge a complaint with the NBA:

NATIONAL BETTING AUTHORITY

Digeni Akrita 83, 1070, Nicosia

Call center: +357 22881800

Email: info@nba.gov.cy

It is expressly stated that for all unresolved complaints, the final judgement/decision is done by the National Betting Authority (NBA).

Example

Step 1:

If you have a complaint to make with any aspect of the service you have received from winmasters, or you wish to challenge how your bet has been settled in any of the channels we offer, please email us at support @winmasters.com.cy , or click contact us stating the terms of your grievance.

Step 2:

A member of our Customer Support Team will read your query or complaint, a decision may be delivered at that time, for more complex queries or complaints where further investigation may be required you will be contacted at all times within 72 hours with a decision, or a request for further information in order to make that decision.

Step 3:

If you are not in agreement with the decision of our Customer Support Team, you may then choose to escalate the matter to a member of the department that is more senior than the member that fielded your original complaint, up to and including our Head of Customer Support.

In order to escalate a complaint, you will need to clearly state your reasons for appealing the previous decision, and any other relevant information.

Step 4:

The decision of our Head of Customer Support on a dispute or complaint will be considered as the view of the Company, unless it is subsequently overruled by the NBA or a Company Director as follows:

• Your complaint will be referred to the NBA Complaint’s Department who will hear your complaint; and/ or

• Under exceptional circumstances, a complaint can be escalated to a Company Director for a final decision if both parties agree on this as a course of action.

Step 5:

In the unlikely event that you are not satisfied with the outcome of your query, under all of the steps above:

• You, at all times, have the right to bring disputes to the attention of the NBA, at info@nba.gov.cy, if you deem your complaint to be unresolved.