1. Introduction
Bankroll takes every player complaint seriously. This policy describes the steps to follow if you believe a game result, a payment, a bonus, or any other aspect of the Service has been handled incorrectly. Following this process is a prerequisite to any formal legal action.
2. Step 1: Contact Support
Your first step is to contact our support team at support@bankrolld.app or through the in-app chat. Please include your username, the approximate time of the incident, the game and round ID if applicable, and a clear description of the issue. Most complaints are resolved at this stage within 48 hours.
3. Step 2: Internal Review
If the support team cannot resolve your complaint to your satisfaction, you may escalate it to our compliance team for formal internal review by emailing disputes@bankrolld.app. We will acknowledge the escalation within 2 business days and issue a written decision within 14 days of receipt. The written decision will explain the reasoning and reference any evidence reviewed (including server-side game logs, which are provably fair and independently verifiable).
4. Step 3: Anjouan Gaming Authority ADR
If our internal decision does not resolve the dispute, you may escalate it to the Anjouan Gaming Authority alternative dispute resolution (ADR) process. The Anjouan Gaming Authority is the independent regulator responsible for licensed operators in the Union of the Comoros and maintains a no-cost ADR scheme for players. You will need to submit a copy of our written decision and any supporting evidence. The ADR decision is binding on Bankroll.
5. Arbitration
Any dispute not resolved through the steps above shall be finally settled by binding arbitration administered under the rules of the Anjouan Gaming Authority, seated in Anjouan, Union of the Comoros, and conducted in English. Each party bears its own costs unless the arbitrator decides otherwise. Nothing in this clause prevents either party from seeking injunctive relief in a court of competent jurisdiction where necessary to protect its rights.
6. Mailing Address
Formal written complaints may be sent by post to:
Dispute Resolution
Bankroll Ltd.
Anjouan
Union of the Comoros