Complaints and disputes

How to raise a complaint, and what happens next.

Step 1 — contact support

Email complaints@zappx.com with your username and a description of the issue. We aim to acknowledge within 24 hours.

Step 2 — formal review

If you are not satisfied, ask for the complaint to be escalated. A manager independent of the original decision will review it and respond in writing within 8 weeks.

Step 3 — independent adjudication

If we cannot resolve it, you may refer the matter to our approved alternative dispute resolution provider, free of charge. TODO(legal): name the ADR body once appointed.

Step 4 — the regulator

You may also contact the Gibraltar Gambling Commissioner. The Commissioner does not adjudicate individual disputes but does monitor operator conduct.