Complaints
We, at Fanteam, are committed to addressing and resolving customer complaints and disputes in a prompt, fair, transparent, and open manner. We encourage customers to reach out to us at their earliest convenience to resolve any issues that may arise. To expedite the complaint resolution process, we recommend contacting us through Live chat or Email and providing the following information:
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Your name and username
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Comprehensive details of the complaint, including the incident's specifics, timing, circumstances, evidence (if any), and proposed resolution.
Upon receiving a complaint, Fanteam will acknowledge its receipt within 24 hours. The resolution process duration may vary based on licensing:
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For customers under UK license the entire complaints process may take up to a maximum of 8 weeks, considering customer collaboration throughout.
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For customers under MGA license, the outcome will be provided within 10 days of receiving the complaint. If an extension of up to an additional 10 days is necessary, the customer will be informed within the initial 10 days, along with the reason for the extension. Fanteam initiates the investigation promptly, keeping the customer informed of the outcome.
If a customer remains dissatisfied with the investigation's outcome, they may escalate the complaint internally. If dissatisfaction persists after the escalation, Fanteam will issue a final decision.
Should the customer disagree with Fanteam's final decision, the complaint may be further escalated to an Alternative Dispute Resolution (ADR):
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Customers under UK license refer to the Independent Betting Adjudication Service (IBAS) for free, authoritative, third-party adjudication.
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Customers under MGA license can turn to The Players Online Gambling Guide (Best Online Casino Reviews 2024 | ThePOGG ), a free, professionally recognized ADR service qualified by the Chartered Institute of Arbitrators.
Customers can also escalate complaints to the Malta Gaming Authority.
Customers under MGA license:
If customers have complaints, they can email customer support at [email protected]. FanTeam aims to resolve reported matters within 4 weeks, with a possible 4-week extension in exceptional circumstances. Unresolved complaints can be escalated to the Alternative Dispute Resolution organization Casino Reviews | Find Top Online Casinos At CasinoReviews.
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Customers can also contact the licensing authorities customer resolution department at the Malta Gaming Authority.
European Union Customers:
For customers playing from the European Union, any disputes related to the services provided by the company can be referred through the European Commission's Online Dispute Resolution Platform: Online Dispute Resolution | European Commission.