We recognize that from time to time questions or disagreements could arise between a player and the casino operator, and we have created a transparent, equitable procedure to resolve each concern raised by our Polish users https://spinmaya.edu.pl/legal-and-affiliates/. At SpinMaya Casino, we run under a respected international gaming licence which requires us to sustain clear complaint processes, and we apply that commitment to each player who signs up from Poland. This page outlines precisely how we manage disputes, what procedures you should follow, and what to expect from our customer service and regulatory teams. Our aim is to resolve issues quickly during the initial interaction, but when a more thorough review is required, we provide a systematic internal evaluation and an impartial escalation route that secures your rights. We also clarify how our affiliate programme interacts with player accounts, so there is no confusion about promotional terms or third-party behavior. By publishing this policy, we aim to provide you with assurance that your gaming experience is supported by enforceable rules and a committed team that takes every complaint seriously.

Our Licensing and Regulatory Structure

SpinMaya Casino holds a legitimate gaming licence granted by the Government of Curacao, a jurisdiction known for its robust regulatory standards and player protection mandates. This licence obliges us to abide by strict operational rules, including the maintenance of segregated player funds, fair gaming certification through independent testing laboratories, and a formal dispute resolution framework. For our Polish users, this means that every game outcome is established by a certified random number generator, and all terms and conditions are drafted to meet both the licence requirements and general consumer fairness principles. We are regularly audited to verify that our systems handle deposits, wagers, and withdrawals accurately, and that our responsible gaming tools operate as advertised. Because we operate under a Curacao licence, Polish players also profit from the ability to escalate unresolved complaints to the regulator if they believe our internal process has not provided a satisfactory outcome. We display our licence seal and registration number prominently on our website so you can check our status at any time. This foundation assures that the dispute policy you are reading is not a voluntary gesture but a binding commitment enforced by an external authority.

Our Internal Review and Dispute Resolution Process

Once a dispute ticket reaches our player relations team, a case manager gets assigned within a few hours during business days. The case manager looks over all the evidence you submitted, compares it with our backend logs, and, if necessary, contacts the game provider or payment processor directly. For withdrawal delays, we check whether the request is trapped in a pending queue due to incomplete identity verification, a bonus wagering requirement that has not been met, or a technical error on the payment gateway side. For game result complaints, we pull the full game round history from the provider’s server and contrast it with the outcome displayed on your screen. If we discover an error on our side, we fix it immediately—this could mean adding a missing win, undoing an incorrect fee, or unlocking a withdrawal that was held by mistake. When the investigation shows that the original outcome was correct according to our terms and the game rules, we clarify the finding in plain language, citing the specific clause or game mechanic that applies. Every decision is recorded in the ticket, and you will receive a written summary of our conclusion. If you remain unsatisfied, we explicitly tell you of your right to raise the issue with an outside authority.

Steps to Start a Dispute as a Polish Player

If you encounter an issue regarding a deposit, withdrawal, bonus, game result, or account restriction, we ask you to begin by getting in touch with our customer support team via live chat or email. Live chat is accessible around the clock and generally provides the most rapid initial response, while email is more appropriate for sending screenshots or detailed explanations. When you reach out, please explicitly mention that you wish to raise a formal dispute and provide the date and time of the incident, the game or transaction involved, and a brief description of what you expected versus what occurred. Our support agents are equipped to handle most concerns promptly, whether that means fixing a delayed withdrawal, explaining a bonus wagering requirement, or reactivating an account that was flagged by a routine security check. Should the agent be unable to resolve the matter immediately, they will create a dispute ticket and escalate it to our dedicated player relations team. You will receive a unique ticket number that you should keep for all future correspondence. Starting the process this way ensures that your complaint is recorded in our system with a timestamp, which is crucial for tracking response times and for any later review by the regulator.

Information We Need to Investigate In Depth

To make our investigation as efficient and exact as possible, we ask Polish players to supply detailed details when a dispute is unable to be settled right away. The most critical piece of information is your registered email address and username, because these allow us to pull up your account history, transaction logs, and game session data without delay. For payment‑related disputes, we require the transaction ID from your bank, e‑wallet, or cryptocurrency wallet, the exact amount, and the date the transaction was begun. If the issue involves a bonus or promotion, please share the name of the offer and, if applicable, a screenshot of the applicable terms you agreed to. For game‑specific complaints, the game name, round ID, and the time you were playing aid our technical team reproduce the session and confirm the outcome. We under no circumstances ask for your password or full credit card number through unsecured channels; any demand for such private data should be treated as fraudulent and flagged to us right away. Supplying this information in advance reduces back‑and‑forth and allows us to meet the timeframes we promise later in this policy.

Submitting a Complaint to the Supervisory Body

We trust that every dispute can be handled through our internal process, but we acknowledge the right of Polish players to seek an independent review. Because SpinMaya Casino functions under a Curacao licence, unresolved complaints can be forwarded to the Curacao eGaming authority. You do not have a lawyer to file a complaint; you simply have to supply the regulator with your ticket number, a summary of the issue, and copies of the correspondence you had with our support team. The regulator will then get in touch with us to acquire our side of the story and all relevant logs. It is crucial to understand that the regulator will only take a case after you have offered us a reasonable opportunity to resolve it internally, which is why adhering to the steps described above is mandatory. Once the regulator releases a binding decision, we are contractually bound to adhere with it, whether it upholds your claim or affirms our position. We also participate in several independent dispute mediation services that serve to European players, and our support team can guide you if an alternative mediation body is present for your specific complaint. This dual‑layer protection reinforces our commitment to fair play and accountability.

Affiliate‑Linked Player Concerns and Dispute Handling

Our affiliate programme enables third‑party partners to promote SpinMaya Casino in Poland under strict marketing guidelines, but we understand that occasionally a player may perceive misled by an affiliate’s content or may have a dispute related to a promotional code that did not work as advertised. If your complaint concerns an affiliate, we treat it with the same seriousness as any other dispute. Start by getting in touch with our support team and supplying the affiliate’s website address, the promotional code or offer you used, and a description of what was promised versus what you received. We will look into whether the affiliate violated our terms by making unauthorised claims, altering bonus conditions, or failing to display mandatory responsible gaming messages. If we confirm a breach, we take immediate corrective action, which can include crediting your account with the promised bonus, removing the affiliate from our programme, and updating our public promotional terms to prevent recurrence. Importantly, our relationship with affiliates does not limit your rights under our standard player terms; any bonus you claim through an affiliate link remains subject to the same wagering requirements and withdrawal limits published on our site. We monitor affiliate activity proactively, but your reports help us preserve a trustworthy network for all Polish players.

We have designed this dispute policy to give every player from Poland a straightforward, well‑documented path from the first sign of a problem to a final resolution, whether that resolution comes from our internal team or an independent regulator. By integrating a licensed operational framework, a step‑by‑step complaint procedure, clear evidence requirements, and a transparent escalation channel, we ensure that your voice is heard and your rights are protected. We urge you to reach out as soon as something does not feel right, because early communication almost always leads to a faster and simpler fix. Our support team, compliance officers, and affiliate managers work together to support the standards described on this page, and we continuously review our processes based on the feedback we receive from players like you.