When gambling at any online casino, you might experience some issues. If you are experiencing any issues with Red Queen Casino regarding any aspect of the site whether it be an issues with Bets, Payment, Bonuses, Software, Deposit, Accounts or other issues that you may encounter. We ask that you cease playing immediately and contact our customer service team, to resolve it for you via live chat or email [email protected] or over the phone on +44 (0) 330 332 6287. We will then do their utmost to help you with your issues and 3 step complaints procedure is then initiated.
Step 1: A customer service agent of Easigames will make contact with the customer to attempt to resolve the complaint. In all cases Step 1 will be resolved by verbal agreement between both parties. If the customer is not satisfied by this outcome, the customer will be notified that they have the right to escalate to step 2 and step 3.
Step 2: Where the procedure set out in Step 1 is unsuccessful or the matter requires further investigation, Easigames will schedule a full investigation of the complaint to be carried out by a senior manager. After consideration of a report about the complaint and investigation Easigames will: make a preliminary decision on the matter in dispute between the customer and Easigames; and give written notice of that decision and the reasons for it, to the customer. If the customer is not satisfied by this outcome, the customer will be notified that they have the right to escalate to step 3.
Step 3: If the customer is not satisfied with the outcome in step 2, and their complaint is a gambling dispute then they will be entitled to refer their complaint to the Independent Betting Adjudication Service ("IBAS") via www.ibas-uk.com, whose decision Easigames will agree to be bound by. IBAS, our nominated ADR, provide a free-of-charge service and rules on complaints about betting and gaming transactions but it does not deal with service related problems.
As a matter of course we shall notify the United Kingdom Gambling Commission of any complaints that proceed this far.
As Easigames limited is regulated by the UK Gambling Commission, all UK Customers have the right to seek External Resolution of Disputes by an external ADR. IBAS will act as the ADR for TradaCasino in respect of all UK players. Complaints can be submitted via online form and for help or assistance the ADR management team can be reached at [email protected].
The UK Gambling Commission will not handle any complaints in accordance with Easigames Complaints Handling Policy relating to UK Customers. The nominated ADR will act as an ADR in respect of UK Players only and will require contact with Easigames limited and may require access to documents and information pertaining to a Complaint in the event that a Customer refers their Complaint for External Resolution.
Non UK Players
Non UK customers when gambling at any online casino, you might experience some issues. If that happens you are entitled to make a complaint with official government regulatory bodies which issue licences or independent mediators who provide fair, unbiased and impartial online casino complaint platform, such as AskGamblers or www.thepogg.com. If you are experiencing any issues with Red Queen Casino regarding Payment, Bonuses, Software, Deposit, Accounts or other, you are welcome to file a complaint with the AskGamblers Casino Complaint Service if you are not satisfied with the outcome resulting from our internal Complaints Handling Procedure.
The Pogg will also act as the ADR for Red Queen Casino in respect of all non UK players. Complaints can be submitted via online form and for help or assistance the ADR management team can be reached at [email protected].
For an Alternative Dispute Resolution please refer to section 11 of the Terms and Conditions. As always, we guarantee full cooperation and transparency with the relevant regulatory body.