Alternative Dispute Resolution

We will endeavour to make your gaming experience an enjoyable one, however, there may be occasions where you may feel dissatisfied with the quality of our product/s or of our customer service. You may raise a complaint by addressing an email to our Customer Service at info@tumasgaming.com. Your complaint will be escalated to management and we endeavour to tackle it and communicate back to you within 10 days from the date on which the complaint was received. In case of complex cases the time window might be extended by a further 10 days, in such cases the customer will be notified within the first 10 day period. The resolution adopted shall be notified in writing within the mentioned time frame.

The MGA’s Player Support Unit will no longer be delving into the merits of a dispute between a player and a licensee, since this function is now reserved for the alternative dispute resolution (ADR) entity. If you are not satisfied with the way your complaint was resolved or handled by the Customer Service, you may refer any dispute to our approved and impartial ADR entity Pardee Consulta, First Floor, Victoria Buildings, 8 Triq l-Ghenieq, Naxxar Tel. +356 21433000 email: info@pardeeconsulta.eu website http://www.pardeeconsulta.eu/.

Players must submit a concise, clear and to the point summary of the circumstances of their dispute which will allow the ADR entity to provide the best service. Pardee Consulta has in place binding (adjudication and arbitration) and facilitated (Conciliation/Mediation) procedures. The Player must be aware that the outcome of the procedure becomes legally binding (i) once an award is given or (ii) in the case of mediation, once the agreement is made in writing and signed by, or on behalf of each of the parties. Pardee Consulta endeavours to enable the disputants to reach an outcome within a period of ninety (90) calendar days from the date on which it has received the complete complaint file. All disputes are mediated in Maltese, English or Italian however Pardee Consulta makes use of a translation software to handle disputes in most other languages.

 

A player that would like to place a complaint should contact the licensee either in person, by telephone on 21383777 or by email on info@tumasgm.com