The company endeavours to provide high-quality service to its players at all times. However, players may for various reasons feel that they are not satisfied with the level and/or quality of service and may wish to file a complaint. Aggrieved players may send an email to [email protected] with as much detail as possible.
Our customer support team will attempt to handle a player’s complaint as soon as is reasonably possible. If the support team cannot resolve the complaint they will escalate it to management for a solution.
In all cases, the player will receive a response to their complaint within a period of 10 working days.
.If a player does not agree with the determination of their complaint, they have the right to refer the matter to an Alternative Dispute Resolution. Players can file a claim by going to the following link https://madre-online.eu/file-a-claim/ and filling in the requested information. The claim will then be reviewed by the ADR who will advise both parties of their conclusion.
Should the player feel that the company has not adequately solved their complaint or has failed to reply to their complaint they may escalate the issue directly to the Malta Gaming Authority via email [email protected]