Dispute Situations and Resolutions
Our goal is to provide our members with high-quality desktop and mobile gaming services in a secure, user-friendly, enjoyable, fair, and well-monitored environment. Therefore, we hope that you will have no complaints. However, if you do have a complaint, please follow the steps outlined below. Every effort will be made on our part to resolve the issue as quickly as possible and to settle the dispute.
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If you have a complaint regarding any issue related to our games, you can first contact our Customer Support team via our 24/7 Live Support page or by sending an email to support@festwin.com.
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Complaints cannot be made through social media. It is your responsibility to provide a complete summary of all details related to your complaint, including the exact date, time, and time zone; any possible screenshots or videos; and a copy of any promotional materials received.
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If you are not satisfied with the decision made by Customer Support within the expected process, you may submit your complaint in writing via email to support@festwin.com.
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Any request regarding a transaction must be submitted within six (6) months from the date the transaction was carried out or should have been carried out, the payment was made or should have been made, and/or the agreement was reached or should have been reached. Otherwise, your request will not be considered.
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Once we receive your complaint, you will receive a notification within 24 hours confirming that your complaint has been received. A final response will be provided via email within eight weeks of receiving the complaint. However, if you did not initiate the complaint process in a timely manner, a response will not be given.
For more detailed information, please refer to our General Terms and Conditions page.