### 19. Complaints 19.1 Turbovegas is committed towards ensuring that each customer experience is a positive and fair one. However, should a customer have a complaint, he/she may contact Turbovegas in the following ways: - By sending an email to: By sending an email to: [support@turbovegas.com](mailto:dpo@turbovegas.com) - By contacting Customer Support through our Live Chat feature on site. 19.2 Turbovegas shall immediately inquire into any complaint made to it or to the Licensor by a registered player in respect of: 19.2.1 the operation of a game operated by Turbovegas 19.2.2 the conduct of an agent of Turbovegas in operations related to a game operated by Turbovegas; 19.2.3 how a bet has been settled; 19.2.4 any other aspect of the Service offered by Turbovegas. 19.3 Any claim regarding a transaction in conjunction with a Turbovegas Account shall be made to Turbovegas within 6 months after the transaction, payment and/or settlement took place, or should have taken place; otherwise Turbovegas reserves the right, at its own discretion, not to consider the claim. 19.4 Any legal dispute regarding a transaction in conjunction with a Turbovegas Account that cannot be solved by the Turbovegas Rules, and in respect of which no equitable solution is reached with the Account Holder, shall be settled in accordance with the Laws of Malta. 19.5 Whereupon a dispute should occur between the Company and the Account Holder, the Company will make accessible to the member a detailed transaction record. Such information will also be made available to a legitimate third party (e.g. a judge or court) if the Company so wishes or agrees. 19.6 In order for a complaint to be dealt with in the swiftest and most efficient manner possible, the complaint must contain clear and unequivocal information about the complainant's identity, and shall provide all the relevant details and facts that gave rise to the complaint. 19.7 Turbovegas does not tolerate aggressive, abusive, derogatory, threatening, vulgar, sexually explicit or offensive behavior and/or statements. In the event that customer behaves in such a manner, Turbovegas will have the right to stop all communications with the customer concerned, and may suspend or close the customer account if it deems appropriate. Should it deem fit, Turbovegas may also escalate the matter to the relevant local regulatory authorities and/or enforcement agencies 19.8 Turbovegas will use all reasonable endeavors to ensure the matter is resolved as promptly as possible and to ensure that, whenever possible, an amicable settlement is reached. 19.9 Turbovegas will inform the complainant (or the Licensor where the complaint was referred to Turbovegas by the Licensor) of the results of the inquiry within ten (10) days from the date on which the complaint has been lodged with Turbovegas. 19.9.1 If the nature of the complaint is such that Turbovegas would require more time to see to it, the period may be extended by a further ten (10) days. Where such extension is necessary, Turbovegas will inform the player within the first ten (10) days from the date of receipt of the complaint that it shall be making use of the extension. The reason why such extension is warranted shall also be provided to the player 19.10 If Turbovegas is unable to settle the dispute to the satisfaction of the Customer, the Customer may refer the complaint, together will all relevant facts, to the appointed Alternative Dispute Resolution (ADR) entity hereunder or to the relevant authority if the matter remains unsettled. We have appointed Pardee Consulta as our approved ADR entity. You may refer your dispute to them in any of the following ways once you receive our final decision on a matter. o Online Dispute Form: [https://adrbypardee.eu/online-dispute-resolution-form/](https://adrbypardee.eu/online-dispute-resolution-form/) o Email: info@pardeeconsulta.eu
o Address: First Floor, Victoria Buildings, 8, Triq l-Ghenieq, Naxxar NXR3621, Malta
o Telephone: +356 21 433 000
o For more information about Pardee Consulta, please visit: [www.pardeeconsulta.eu](https://www.pardeeconsulta.eu)
Should you still not be satisfied with the outcome:
• You may choose to raise a dispute via the European Online Dispute Resolution (ODR) platform provided by the European Commission. More information is available on: [http://ec.europa.eu/consumers/odr/](http://ec.europa.eu/consumers/odr/)
• You may contact the Malta Gaming Authority (MGA):
o Online Gaming Support Form: [https://www.mga.org.mt/support/online-gaming-support/](https://www.mga.org.mt/support/online-gaming-support/)
o Email: support.mga@mga.org.mt
o MGA Website: [https://www.mga.org.mt/ ](https://www.mga.org.mt/)