Complaints

While we strive to ensure our players have the very best online experience if any player has any issue regarding payments, bonuses, our software, depositing money, player’s account, or anything else, they are encouraged to contact us immediately so we can sort it out.


If a player wishes to make a complaint regarding the Website, the first step should be to contact Customer Services at [email protected]


In the event of any dispute, players agree that the records of the server shall act as the final authority in determining the outcome of any claim.


Players agree that in the unlikely event of a disagreement between the result that appears on the player’s screen and the game server, the result that appears on the game server will prevail, and the player will acknowledge and agree that our records will be the final authority in determining the terms and circumstances of the participation in the relevant online gaming activity and the results of this participation.


When the Company wishes to contact the player regarding such a dispute, this will be done so by using any of the Contact Details.


If a player does not agree with the determination of their complaint, the have the right to refer the matter to an Alternative Dispute Resolution. Players can file a claim by going to the following link https://madre-online.eu/file-a-claim/ and filling in the requested information. The claim will then be reviewed by the ADR who will advise both parties of their conclusion.  


Should the player feel that the company has not adequately solved their complaint or has failed to reply to their complaint they may escalate the issue directly to the Malta Gaming Authority via email [email protected]