Making a Complaint

Most questions at Mistrabet are sorted out in a single live chat. When you'd like a more formal review, our complaints process gives your case a written, step-by-step review by a senior member of the team. This guide explains when to use it, what to send and what happens next.

When to use the complaints process

Live chat resolves the vast majority of questions quickly, from payout checks to bonus details. The formal complaints process is there for the occasions when you'd like a written review, for example if you disagree with a decision about a payout, a bonus or a game round, or if an issue hasn't been resolved after speaking to support.

Using the process gives your case a clear reference number, a written record and a review by someone senior who wasn't involved in the original conversation.

Starting with support

If you haven't already, a quick live chat is the best first step. Many issues are resolved there in minutes, and the support page explains how to reach the team.

What to include in your complaint

A clear, complete complaint helps the team review it quickly and thoroughly.

• Your registered email address and name.
• A short summary of the issue. What happened and what outcome you'd like.
• Key dates and times. When the transaction, game round or conversation took place.
• References. Transaction references, offer names, game names or live table IDs and round numbers.
• Screenshots or documents. Anything that helps show what happened.
• Previous conversations. The date of any chat or email about the same issue.

Keeping it focused

One complaint per issue helps the team give each one full attention and a clear decision.

How to send a complaint

1. Open the Help section of your accountChoose the email option and select "Complaint" as the topic.
2. Write your summaryInclude the details listed above.
3. Attach any screenshots or documentsImages and PDFs are both welcome.
4. SendYou'll receive an acknowledgement with a complaint reference.

The reference number

Your complaint reference appears in the acknowledgement. Include it in any follow-up message so everything stays in one place.

What happens after you send it

Once your complaint arrives, it's logged with a reference and passed to a senior member of the team. They review the account history, transaction records, game logs and any previous conversations. For live tables, they can review the recording of the round. If they need anything else from you, they'll ask by email.

You'll receive a written decision explaining what was reviewed, what was found and the outcome. If the decision includes a correction, such as crediting a balance or adjusting a bonus, it's applied to your account promptly.

Timelines

Complaints are acknowledged promptly, and the timeline for a full decision is set out in the terms and conditions. Straightforward cases are often resolved much sooner.

What a review looks at

A complaint review is thorough and based on records. For payouts, it checks transaction logs and payment provider confirmations. For bonuses, it checks the offer terms, the claim and the wagering history. For game rounds, it checks the game provider's logs and, for live tables, the video recording. For account decisions, it checks the account history and the relevant terms.

Decisions follow the terms and conditions and bonus terms in force at the time of the event.

Certified game results

Game outcomes come from certified software, so a review of a game round confirms exactly what happened using the provider's records.

How complaints help improve Mistrabet

Every complaint is also a chance to make Mistrabet better. The team looks at patterns across complaints to find clearer ways to explain offers, smoother processes in the cashier and improvements to support. Many of the tips in our guides come from questions players have raised.

Feedback without a complaint

If you'd simply like to share a suggestion, live chat is the easiest way, and feedback reaches the teams who can act on it.

If you disagree with the decision

If you're not satisfied with the decision, you can reply to the same thread and explain why, adding any new information. The case will be looked at again by a different senior team member. If the issue still stays open after that, it can be brought to the Curaçao Gaming Authority, which supervises our Curaçao gaming licence, as described on the licence page.

Keeping the conversation constructive

A clear explanation of what you'd like reviewed again, with any new details, gives the second review the best chance of resolving the matter.

Tips for a smooth complaint

• Raise it soon. Complaints raised shortly after the event are easiest to review.
• Be specific. Dates, references and screenshots make a big difference.
• Keep records. Save chat transcripts and emails, which are also stored in your account.
• Check the terms. The relevant section often explains the decision up front.
• Use one thread. Replying to the same email keeps your case together.

Common topics

Payout timing, bonus wagering and verification documents are the most common topics, and the guides on payouts and wagering answer many questions straight away.

Complaints and your account

Raising a complaint never affects your account, your balance, your bonuses or your loyalty tier. You can keep playing as normal while your complaint is reviewed, and your case is handled confidentially.

During a pending payout

If your complaint relates to a pending payout, the payout stays in place while the review takes place, unless you choose to cancel it.

One complaint, followed step by step

Here is what the process looks like with a real-life kind of case. A player claims a reload on a Thursday but doesn't see the bonus in their balance. They open live chat, and the agent explains that the deposit shows the offer box unticked. The player is sure they ticked it, so the agent suggests a formal review. The player sends a complaint from the Help section with the transaction reference, the time of the deposit and a screenshot of the cashier.

An acknowledgement with a reference arrives straight away. A senior team member reviews the cashier logs and finds that the offer was selected but a brief connection interruption stopped it from being saved with the deposit. They credit the reload bonus to the player's account and send a written decision explaining what happened. The player is playing with the bonus the same evening.

Every case is reviewed on its records

Each complaint is decided on the logs, recordings and terms that apply, which gives every player a fair, consistent outcome.

Complaints about payouts

Payout complaints are usually about timing or a returned payment. Before raising one, a quick look at the payout's status and the timing for your method often answers the question, as explained on the payout help page. If you'd still like a review, include the transaction reference, method, amount and the date you requested the payout.

The review checks the approval log, the payment provider's confirmation and any messages sent to your account. If a payout was delayed on our side, the decision explains why and confirms when it was sent.

Returned payments

If a payout was returned, the review explains the reason and helps you update the detail so the payout can be sent again.

Complaints about bonuses

Bonus complaints often relate to an offer that didn't appear, wagering progress or the closing date of a bonus. Including the offer name, the deposit reference and the date you claimed it helps the review check the claim, the wagering history and the offer terms. The wagering guide explains how progress is counted, which can answer questions before a complaint is needed.

Offer terms at the time

Bonus reviews apply the offer terms that were in force when the bonus was claimed, shown on the offer card and in the bonus terms.

Complaints about game rounds

If you'd like a game round reviewed, include the game name, the date and approximate time, your stake and what you expected to happen. For slots, the review checks the game provider's log of the round, which records every symbol and payout. For live tables, include the table ID and round number shown on screen, so the team can review the recording.

Game results come from certified software and real, recorded equipment, so a review confirms exactly what happened in the round.

Disconnections

If your connection dropped during a round, the provider's log shows how the round was completed and settled.

Our commitment to fair outcomes

Mistrabet treats every complaint as a chance to put things right. Each case is reviewed on the records, applied consistently under the same terms for every player, and explained in plain language in the written decision. When a review finds that something went wrong on our side, the Mistrabet team corrects it promptly, whether that means crediting a bonus, adjusting a balance or reissuing a payout.

Where the records show that everything worked as intended, the decision explains what happened and points to the relevant rule, so you have a clear picture of the outcome. Either way, you always receive a written answer from a senior member of the Mistrabet team.

Confidential handling

Your complaint is shared only with the people who need it to review your case, and it's stored securely with your Mistrabet account records.

Complaints on your phone

You can send a complaint from your mobile browser, attach screenshots from your phone's gallery and follow replies in your account's message centre. Notifications let you know when a reply arrives.

Chat first, even on mobile

Live chat on your phone is often the quickest way to resolve an issue before it needs a formal complaint. Many questions that look complicated turn out to have a simple answer that the Mistrabet support team can confirm in a couple of minutes.