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Structured and transparent complaints framework
Mayotte Gaming maintains a structured and transparent complaints framework designed to ensure that player disputes are handled fairly, efficiently, and in accordance with established regulatory procedures.
How the process works
Operator-first complaint requirement
All disputes with a licensed Operator — including matters relating to deposits, withdrawals, account restrictions, delays, bonuses, or game outcomes — must first be raised directly with the Operator. Complaints must be submitted using the complaint form embedded on the site seal validation page of the relevant Operator.
Mandatory 30-day resolution period
Licensed Operators are afforded a mandatory 30-day period to address and attempt to resolve player complaints internally. Complaints escalated before the expiry of this period will be considered premature.
Escalation to Alternative Dispute Resolution (ADR)
Where a complaint has not been resolved within the 30-day period, the player may escalate the dispute to an independent ADR provider. Participation in ADR is mandatory for all Mayotte Gaming–licensed Operators.
Role of Mayotte Gaming
Mayotte Gaming does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player–operator disputes. Our role is limited to regulatory oversight and enforcement, including monitoring Operator compliance with:
- Complaints handling procedures
- The 30-day resolution requirement
- Mandatory participation in ADR
Failure by an Operator to comply with these obligations may constitute a regulatory breach and may result in supervisory or enforcement action.
Procedural requirements
- Complaints must be submitted directly to the Operator before any escalation
- Only complete complaints, supported by relevant documentation, should be pursued
- All communications and supporting materials must be provided in English
- Players may be required to accept the Operator's Dispute Terms & Conditions