Effective date: 28 July 2025
Time zone for this Policy: Portugal time (WET/WEST)
Operator: Go East B.V. (Chamber no.: 153264)
Registered address: Emancipatie Boulevard 31, Willemstad, Curaçao
Brands / domains: Lotteryworld.com
LOK Licence: OGL/2024/1044/0452
1) Purpose and scope
This Policy sets out how we receive, investigate, and resolve player complaints and disputes in accordance with Article 5.3 of the National Ordinance on Games of Chance (LOK) and the Curacao Gaming Authority (CGA) guidance. It guarantees access to a fair, transparent, and effective process, including free Alternative Dispute Resolution (ADR). This Policy does not override applicable private law; our Terms & Conditions (T&Cs) remain subject to private law requirements.
2) Publication and acceptance
• This Policy is published as a standalone document and clearly referenced in our T&Cs, including all Stages of Complaint Resolution.
• Acceptance of this Policy is covered by your acceptance of our T&Cs during registration. We do not require a separate tick‑box, popup, or email confirmation.
3) Definitions and eligibility
• Player Interaction – Any written communication initiated by a player to customer service (enquiries, feedback, requests).
• Complaint – A written expression of dissatisfaction about our services/decisions/terms/conduct where a response or resolution is expected. For reporting, a “complaint” is counted when the Complaint Submission Form is submitted and/or when a complaint is escalated to ADR.
• Dispute – A complaint not resolved to the player’s satisfaction and escalated internally or to an independent third party (ADR or court).
• Who can complain – Only the registered player may submit a complaint. Under Article 1.3(c) LOK, a player is not permitted to sell, donate, rent, lease, pawn or pledge any claim against a CGA‑licensed operator.
4) Time limit to complain
You may submit a complaint free of charge within six (6) months of the settlement of the bet or of the incident being complained about.
5) How to complain
Stage 1 – Customer Support (first contact)
Email [email protected]. We will attempt to resolve the issue promptly.
Stage 2 – Formal Complaint (Complaints Team)
If unresolved, submit our Complaint Submission Form.
• Minimum information required: name, address, place of residence; account number (if applicable); date of complaint and date/time of the disputed event; description of the conduct being disputed (with category selection); and reasonable supporting documents.
• Submit by emailing the completed form and attachments to [email protected].
6) Communications timeframes
Responsible Gaming complaints (priority)
• We use best efforts to resolve within five (5) business days.
• Within two (2) days of receipt we will: confirm in writing, explain the process, and provide our average resolution timeline (currently 3 business days).
• If more time is needed, we will inform you. Any delay cannot exceed two (2) weeks (plus up to two (2) additional weeks if we are awaiting information from you).
All other complaint types
• We will assess and respond within four (4) weeks of receipt.
• If necessary due to complexity or missing information, we may extend once by an additional four (4) weeks, with prior written notice.
• Within one (1) week of receipt we will: confirm in writing, explain the process, and provide our average resolution timeline (currently 3 business days).
Final determination
You will always receive a final determination in writing. It will either: (1) provide a reasoned final assessment with evidence; or (2) set out reasons for not handling the complaint (e.g., required information not provided within the initial four weeks after we requested it); or (3) explain how to escalate to independent ADR if you remain unsatisfied.
7) Stages of Complaint Resolution (escalation path)
1. Customer Support → [email protected]
2. Formal Complaint → submit Complaint Submission Form → final determination in writing
3. Independent ADR (free to you) → if you remain unsatisfied, escalate to a CGA‑certified ADR provider. ADR is free to you; we pay all ADR costs. Once ADR is completed, it cannot be recommenced with another ADR entity. If a player drops out after ADR begins, the dispute should not be resurfaced later.
4. Legal proceedings → see §8 (ADR is a precondition to court action under our T&Cs). Except as provided under ADR terms and applicable law, we do not restrict your right to take legal action.
8) Alternative Dispute Resolution (ADR)
Alternative dispute resolution is available if you are not happy with the primary complaints procedure. If internal resolution fails, you may escalate to ADR free of charge; we bear all ADR costs.
ADR provider: Independent Betting Adjudication Service (IBAS)
Once ADR is completed, the matter cannot be restarted with another ADR provider. If you drop out after ADR has begun, the dispute should not be resurfaced later.
Our ADR parameters
• By accepting our T&Cs, you agree to attempt ADR before initiating court proceedings.
• ADR outcomes are binding on the player under our T&Cs, subject to applicable civil law and the ADR provider’s terms.
• We do not set a monetary threshold. We treat Responsible Gaming matters seriously regardless of monetary value.
9) Use of Artificial Intelligence (AI)
• No AI is used for communications once a complaint concerns Responsible Gaming; these are handled by humans.
• Complaints that are reasonably complex will be handled by humans.
• For simple cases where AI may assist, we monitor records for reasonableness and consistency.
10) Role of the Curacao Gaming Authority (CGA)
The CGA does not resolve or decide individual player complaints about gambling transactions on our site(s). Unless inadequately handled, decisions by us and/or ADR are not ordinarily reviewed or overturned by the CGA.
Players may contact the CGA about suspected malpractice, breaches of licence conditions, or whistleblowing; the CGA may use such information for supervision and enforcement.
11) What appears in the Terms & Conditions (T&Cs)
Our T&Cs (or clearly linked pages) include: (a) how to contact customer service; (b) required information and links to the complaint form(s); (c) timelines (including our average resolution time of 3 business days); (d) your rights to ADR and to contact the CGA; (e) consequences of ADR decisions and their effect on legal/judicial recourse; (f) ADR process details and provider contact information.
12) Data protection and privacy
We process complaint data per our Privacy Policy and applicable data‑protection laws. For unresolved complaints and those escalated to ADR or legal proceedings, retention follows §11.
13) Governance, review and compliance
We will monitor and implement updates issued under Article 5.3 LOK and published by the CGA.
Contact points
Customer Support: [email protected]
Complaints Team: [email protected]