- COMPLAINT RESOLUTION PROCEDURE
1.1 You must contact our customer service by email: soporte@micasino.com.
1.2 Complaints will be dealt with through customer service, although they may be referred to other departments of the Company in cases where the customer is unable to resolve the case immediately. The customer will be informed of the status of their claim on a regular basis.
1.3 A "complaint" is defined as any query that:
- It relates to the outcome of a transaction part of a customer's game.
- It is not resolved in the first stage of the Company's service procedure.
- The customer support team will provide an initial response to your query through the customer support email. If a complaint arises from the initial response, as defined above, the customer support team will recommend that you send your detailed complaint in writing to: admin@micasino.com and including:
a) User's name.
b) Full name registered in the account;
c) The subject of the email must be: COMPLAINT: (reason);
d) A detailed summary/explanation of the complaint;
e) Specific dates and times associated with the complaint.
1.4 Upon receipt of the information necessary to process the dispute, the Complaints Resolution Committee will review your case and provide you with a response regarding the issue presented.
1.5 We will inform you of the outcome of your complaint within 10 (ten) days of receiving your complaint. In the event that the complaint is unusually complex, and provided that the nature of the investigation is such that more time is needed to complete it, this period may be extended.
1.6 If you are not satisfied with the resolution of your complaint by the Complaint Resolution Committee, please feel free to explore further external dispute resolution options.
1.7 You acknowledge and agree that our agreement is solely with the Company for the provision of all services available on the Site. You agree not to make any claims or complaints to any third party involved in the operation of the Site, including, but not limited to, software providers, games, fees and payment providers, processors and agents.