Dispute Resolution Policy

Last updated: 21.08.2024

DISPUTE RESOLUTION POLICY

  1. Introduction

    1. This Dispute Resolution Policy outlines the procedures and mechanisms established by Kaza4ok Gaming Platform, operating under the Anjouan license (hereinafter referred to as the "Platform", "Kaza4ok" or "We"), to address and resolve disputes that may arise between the Kaza4ok and its players. We have formulated this policy to ensure transparency, fairness, and effective resolution processes.
    2. Please keep in mind:
      • Our Terms and Conditions are governed by the laws of Anjouan.
      • You agree that any dispute, controversy or claim arising out of or in relation to our Terms and Conditions, or violation, termination or invalidity thereof, shall be transferred to the exclusive jurisdiction of Anjouan.

  2. Communication Channels

    1. Customer Support: We encourage players to first contact our dedicated customer support team to address any concerns, questions, or disputes they may have. Our customer support team is available through live chat and telegram-bot or via email [email protected].
    2. Comprehensive Information: Players are encouraged to provide as much relevant information as possible when submitting a dispute, including account details, transaction history, and a detailed description of the issue. Some complaints may require verification of your identity. If such information is required, we will ask you to provide us with copies of your documents.

  3. Internal Review and Resolution

    1. Prompt Review: Upon receiving a dispute, our customer support team will initiate an internal review of the matter in a timely manner (within 48 hours). Be notified some issues may take more time up to 30 calendar days.
    2. Transparent Communication: We will keep the involved parties informed of the progress of the investigation and any relevant updates during the resolution process.
    3. Resolution Proposal: Based on the review, we will propose a resolution that aims to be fair and in accordance with our Terms and Conditions, as well as the regulations set by Laws of Anjouan.

  4. Escalation Process

    1. Unresolved Disputes: If the player is not satisfied with the resolution proposed by our customer support team, they have the option to escalate the dispute to a higher authority within our organization.
    2. Internal Escalation Review: The escalated dispute will be reviewed by a higher-level team to ensure that all possible avenues for resolution have been explored.

  5. Fairness and Transparency

    1. Documentation: We maintain comprehensive records of all disputes, investigations, and resolutions to ensure transparency and accountability in our dispute resolution processes.
    2. Timely Response: We strive to provide prompt responses to all disputes and ensure that players are kept informed throughout the resolution process.

  6. Conclusion

    1. At Kaza4ok, we are dedicated to maintaining a fair and transparent gaming environment for our players. Our Dispute Resolution Policy is designed to address disputes promptly, transparently, and equitably, in line with the standards set by Laws of Anjouan.
    2. By adhering to this Dispute Resolution Policy, we aim to uphold the trust of our players, ensure their satisfaction, and contribute to a positive and enjoyable gaming experience for all.