Dispute Resolution

Purpose

The Company is committed to providing a fair, transparent, and efficient process for handling player complaints and disputes. This Player Complaints Policy establishes the procedures through which players may raise concerns regarding the Company's products, services, decisions, or operations and outlines the steps available for seeking resolution.

The Company aims to resolve complaints promptly, fairly, and consistently, while ensuring compliance with applicable regulatory requirements and responsible gaming obligations.

Definitions

Complaint:

• A Complaint is a written expression of dissatisfaction by a player concerning the Company's services, products, actions, decisions, terms and conditions, gaming activities, responsible gaming measures, or any other aspect of the player experience where a response or resolution is expected.

Dispute:

• A Dispute is a Complaint that has not been resolved to the player's satisfaction through the Company's internal complaints procedure.

Player Interaction:

• A Player Interaction refers to any communication initiated by a player, including enquiries, requests, feedback, complaints, or disputes

Scope

Players may submit complaints regarding, but not limited to:

• Deposits and withdrawals

• Bonuses, promotions, and rewards

• Account restrictions, suspensions, or closures

• Identity verification (KYC) procedures

• Responsible Gaming measures

• Self-exclusion and cooling-off requests

• Game fairness and game outcomes

• Technical or system issues

• Data protection and privacy concerns

• Customer support interactions

• Terms and Conditions

• Anti-Money Laundering (AML) related restrictions

• Fraud or security concerns

Submission of Complaints

Players are encouraged to first contact Customer Support to attempt to resolve any issue informally.

Where a matter cannot be resolved through Customer Support, a formal complaint may be submitted through:

• Email to complaints@cosmoswin.com;

• Online complaint form; or

• Any other complaint channel made available by the Company.

To facilitate efficient handling, players should provide:

• Full name;

• Registered email address;

• Username or account number;

• Country of residence;

• Date of the disputed event;

• Description of the complaint;

• Details of the desired resolution; and

• Any relevant supporting documentation or evidence.

Complaints may be submitted in English or any language supported by the Company's website and customer support services.

Complaint Handling Procedure

Stage 1 – Initial Review

Upon receipt of a formal complaint, the Company shall acknowledge the complaint within forty-eight (48) hours.

The acknowledgement will confirm:

• Receipt of the complaint;

• The complaint reference number, where applicable; and

• Expected timelines for review and response.

Stage 2 – Investigation

The complaint will be assigned to an appropriately trained employee or department for investigation.

The Company may request additional information or documentation where necessary to complete its review.

Players are expected to cooperate with reasonable requests for information during the investigation process.

Stage 3 – Final Response

The Company shall use reasonable efforts to provide a final response within four (4) weeks from receipt of the complaint.

The final response shall include:

• The Company's decision;

• The reasons for the decision;

• Relevant supporting information, where appropriate; and

• Details regarding escalation options if the player remains dissatisfied.

Where exceptional circumstances prevent resolution within four (4) weeks, the player shall be informed of the delay and provided with an updated timeframe.

Responsible Gaming Complaints

Complaints relating to Responsible Gaming matters shall be treated as priority complaints. This includes complaints concerning:

• Self-exclusion;

• Cooling-off periods;

• Gambling-related harm;

• Vulnerable players;

• Account protection measures; and

• Other Responsible Gaming controls.

For such complaints, the Company shall:

• Acknowledge receipt within two (2) business days;

• Explain the complaint handling process;

• Advise the expected timeline for resolution; and

• Prioritize investigation and response.

The Company will use reasonable efforts to resolve Responsible Gaming complaints within five (5) business days.

Where additional investigation is required, this period may be extended by up to two (2) additional weeks, and the player will be informed accordingly.

Time Limits

Complaints should be submitted within six (6) months of the event, giving rise to the complaint.

The Company reserves the right to refuse to investigate complaints submitted outside this period unless exceptional circumstances justify further review.

Alternative Dispute Resolution (ADR)

If a player remains dissatisfied following completion of the Company's internal complaints procedure, the complaint may be referred to the Company's approved Alternative Dispute Resolution ("ADR") provider, where applicable.

ADR services are provided free of charge to players.

The Company shall bear any applicable ADR costs and shall cooperate fully with the ADR process.

The ADR provider acts independently and impartially when reviewing disputes.

The Company agrees to participate in ADR proceedings where the matter falls within the ADR provider's jurisdiction.

ADR Provider: EGIS-FZCO (CGA Certified) Website: www.egis-group.com

Email: disputes@egis-adr.com

EGIS-FZCO’s decision is final, and the same case cannot be re-opened with another ADR provider after a decision.

Curaçao Gaming Authority

The Curaçao Gaming Authority ("CGA") does not investigate, adjudicate, or determine individual player disputes relating to gambling transactions.

The CGA will generally not review, or overturn decisions reached through the Company's complaints procedure or through an ADR process.

Players may nevertheless contact the CGA regarding:

• Suspected regulatory breaches;

• Licensing concerns;

• Responsible Gaming issues;

• Suspected misconduct;

• Whistleblowing matters; or

• Other regulatory concerns.

Information provided to the CGA may be used for supervisory, compliance, monitoring, or enforcement purposes.

Record keeping

The Company shall maintain accurate records relating to:

• Complaints;

• Disputes;

• ADR referrals;

• Complaint outcomes; and

• Any related legal proceedings.

Such records shall be retained for a minimum period of five (5) years or such other period as may be required under applicable laws, regulations, or data protection requirements.

Confidentiality and Data Protection

All complaints shall be handled confidentially and in accordance with applicable data protection legislation and the Company's Privacy Policy.

Information collected during the complaints process shall be used solely for the purposes of investigating, resolving, monitoring, and reporting complaints, except where disclosure is required by law or regulatory obligation.

Monitoring and Continuous Improvement

The Company shall periodically review complaint data, trends, root causes, and outcomes to identify opportunities for:

• Service improvements;

• Policy enhancements;

• Responsible Gaming improvements;

• Customer protection measures; and

• Regulatory compliance enhancements.

This Policy shall be reviewed periodically and updated where necessary to ensure continued compliance with applicable regulatory requirements and industry best practices.