Big Bet World Casino terms and conditions
Version 7, last changed: 2018-05-24
1.1 "Big Bet World Casino", "We", "Us", "Our" – refers to Big Bet World Casino, a business name of C-Hub Solutions B.V., a limited liability company organized and existing in Curaҫao, registered in the Commercial register of Curaҫao no. 108625 and with registered office and business address at New Haven E-Zone, 29 Emancipatie Boulevard, Willemstad, Curaҫao. C-Hub Solutions is sublicensed by Curaҫao Interactive licensing N.V. (CIL), holder of Master Gaming License (licence number #5536/JAZ), and therefore authorised to provide internet gaming services and products. The CIL sublicense was issued on November 30, 2009.
1.2 "Website" – refers to Big Bet World Casino official website www.bigbetworld.com/casino and any other websites owned by Big Bet World, including websites and applications offered on mobile devices and/or tablets, through which Account Holders access Services.
1.3 "Services" – refers to the services offered to Account Holders by Big Bet World Casino through Website for real money betting.
1.4 "You", "Your", "User", "Player", "Customer", "Client", "Account Holder" – refers to any natural person or individual who enters into a contractual relationship with Big Bet World Casino by creating a Big Bet World Account.
1.5 "Login Details" – refers to Your unique username and password, which You select during registration process, and with which You log in to Your Account.
1.6 "Account" – refers to Your personal Big Bet World betting account, registered under Your own name and personal details for the purpose of using the Services.
1.7 "Account Balance" – refers to money on Your Account available for betting.
1.8 "Inactive account" – refers to any Account with no recorded login and/or logout and/or financial transaction requirement for a period exceeding 12 (twelve) consecutive months.
2.1 Malta Gaming Authority (MGA) is the regulatory body responsible for supervising the operations of Big Bet World on www.bigbetworld.com.
2.2 Football Jackpots is offered by Colossusbets Limited, which is licensed and regulated by the U.K. Gambling Commission, Licence No: 000-031514-R-314905-001.
2.3 Virtual Games is offered by C-Hub Solutions B.V., which is sublicensed by the Curaçao Interactive Licensing N.V. (CIL), holder of Master Gaming License number #5536/JAZ, issued by the Governor General of Curaçao.
2.4 Big Bet World Casino is offered by C-Hub Solutions B.V., which is sublicensed by the Curaçao Interactive Licensing N.V. (CIL), holder of Master Gaming License number #5536/JAZ, issued by the Governor General of Curaçao.
2.5 Extreme Live Casino is offered by Extreme Live Gaming Limited, which is licensed and regulated by the U.K. Gambling Commission, Licence No: 000-039027-R-319998-003.
2.6 Evolution Live Casino is offered by Evolution Gaming Limited, which is licensed and regulated by the MGA, Licence No: MGA/CL4/664/2010.
3.1 Terms & Conditions are concluded and executed in English language. Big Bet World reserves the right to translate the Terms & Conditions into other languages. Any such translation into other languages shall be made exclusively for comfort of Players who play in territories where online betting and gambling are legal, and use other languages besides English language.
3.2 Other language versions of Terms & Conditions in no way imply or allow opening of accounts or offering of services of Big Bet World in countries, where online betting and gambling are illegal.
3.3 Should the contents of the Terms and Conditions vary in other languages to the English version, the English version takes precedence. This also applies to the rules of the game, any texts on the website as well as any information concerning bonus programs or bonus schemes.
3.4 When You place a bet through the Website, the only parties in the contractual relationship are:
a) Big Bet World Casino, the online casino who offers and accepts bets on online casino games in accordance with its license; and
b) You, the Player who places bets.
3.5 The legal relationship between Big Bet World Casino and You is governed by the Curaҫao law. All disputes arising from any bet or game shall be settled exclusively by the competent court with local and subject-matter jurisdiction in Willemstad (Curaҫao).
3.6 Before registering an Account it is Your responsibility to comply with Your local/state/national laws and/or laws in Your jurisdiction of residence. Big Bet World Casino Website should not be regarded as an offer, advertisement or invitation from Big Bet World to use or source bets or other services in the jurisdictions where such activities are illegal. If it is illegal to gamble in Your jurisdiction, then You are not permitted to register an Account. If an Account is created from where it should not be, Big Bet World reserves the right to irrevocably terminate it and void all bets placed.
3.8 By creating an Account You are confirming that You have reached the age of 18, or, if higher, the legal age as defined by betting and/or gambling governing laws applicable to You. We reserve the right to verify Your age by requesting proof of age with a copy of Your identification document.
3.9 By placing a bet You are confirming that You have no knowledge of the result of the event.
3.10 By creating an Account You are confirming that You are betting as a form of entertainment, that You are using the Services voluntarily, and that You are aware of the fact that You can lose money.
3.11 By placing a bet You are confirming that You are betting for personal interests and that You are not part of any syndicate or organised betting scheme.
3.12 Big Bet World Casino does not provide advice on fiscal or legal matters. Big Bet World Casino therefore may not be held liable and shall be held harmless by the Players for any loss, damage, loss of profits, fees, costs and any other disadvantage that Players may incur in connection with their use of the Services and products offered by Big Bet World.
3.13 Big Bet World Casino employees and their immediate families are not allowed to create Accounts or in any other way use the Services.
3.14 All bets placed either through the Website, or through an affiliated agent, are operated, held, accepted, placed and processed exclusively in Curaҫao.
3.15 Big Bet World Casino pays betting and other taxes in Curaҫao.
3.16 For Inactive Accounts we reserve the right to charge an inactive account fee of 5 EUR (or other currency equivalent as per current exchange rate) per month. The inactive account fee is charged to the Account and taken from the Account Balance. First fee is charged on the first day following 12 months of inactivity, all following fees are deducted on a monthly basis, on the first day of each consecutive month until Account Balance reaches zero. When the Balance of Inactive Account reaches zero, Big Bet World reserves the right to terminate the Account. All Inactive Account Holders will be notified at least 30 days before any fee is charged to their Account. In this time Account Holders can reactivate their Accounts by logging in and/or withdrawing funds without incurring any fees.
3.17 Big Bet World reserves the right to increase the Inactive Account fee at any time. If no transaction has been recorded on an Account for at least thirty months, Big Bet World is entitled to pay out the balance to the Player and close the Player's Account. Big Bet World also reserves the right to close Accounts that are undesirable for any other reason. If, on the other hand, the Player wishes to close his Account, he/she can do so independently via his/her Account, or send an email request to email@example.com.
3.18 Complaints, queries and questions regarding the handling of Player affairs on the Website shall be addressed to firstname.lastname@example.org or through our Website contact form.
3.19 Big Bet World reserves the right to modify these Terms and Conditions. The link in the footer section of the Website always leads to most up-to-date Terms and Conditions. It is Your responsibility to remain informed on the currently valid conditions. In case of major changes, as per Our definition, You will be asked to re-confirm Your agreement to Terms & Conditions.
3.20 Big Bet World utilises Google Analytics, a web analysis service of Google Inc. ("Google"). Google Analytics uses so-called "cookies", text files that are stored on Your computer and enable an analysis of Your use of the website. The information generated by the cookies on the use of the Website (including Your IP address) are transmitted to a Google server in the USA and stored there. Google uses this information to evaluate Your use of the Website, to compile reports on the Website activities for Big Bet World and provide additional services connected to the use of the Website and the Internet. It is possible that Google transmits this information to third parties if this is legally required or third parties process this data on behalf of Google. Goggle shall under no circumstances combine Your IP address with other Google data. You can prevent the installation of cookies by setting Your browser software accordingly; however, in this case You may not be able to fully use all functions of the Website. By using the Website You agree to all the data collected on You being processed by Google in the manner described above and for the above mentioned purpose. Big Bet World reserves the right to use additional services for evaluating the use of its Website.
3.21 Each clause in these Terms & Conditions stands alone and is severable from each of the other clauses. If any of the clauses becomes void, invalid, or unenforceable for any reason, the remaining clauses remain in full force and effect.
4. Betting rules
4.1 If You have an active Sportsbook (or any other) bonus on your Account, You cannot place bets in Big Bet World Casino.
4.2 Bets in Big Bet World Casino count towards Big Bet Points promotion.
4.3 Bet placed in Big Bet World Casino cannot be combined with bets on other Services provided by Us.
5.1.1 To access all Our Services You must first register an Account. You can do so by clicking on the JOIN NOW button on the Website and submitting the registration form.
5.1.2 You are allowed to register and create only one Big Bet World Account. More than one Account per person, computer, mobile device, tablet device, IP address, and/or household address is considered "account duplication" and is as such strictly prohibited. Big Bet World reserves the right to block and/or terminate all Accounts and cancel all transactions under suspicion of account duplication.
5.1.3 You are required to use Your true identity and correct personal information in the registration process. You are also required to keep Your details up-to-date. All relevant changes to Your personal details (e.g. changes of address, name, gender, etc.) must be updated in Your profile or reported to Big Bet World.
5.1.4 Access Your Account with Your unique Login Details. When creating a username You are not allowed to use other people's names or any third party intellectual property (e.g. registered trademarks or other copyrighted material). Passwords are encrypted and are at no point accessible to Big Bet World. If You forget Your password, You must create a new one.
5.1.5 You must keep Your Login Details secret, protected, and confidential, as You are responsible for all financial transactions and betting activities on Your Account. Big Bet World regards all activities on Your Account as made by You the Account Holder. In case of third parties becoming aware of Your login details, You must change them immediately.
5.1.6 You must confirm Your registration by following the unique link provided in the one-time registration verification email. Big Bet World reserves the right to refuse without explanation any registration or opening of an Account.
5.1.7 At any point in time We can request in accordance with applicable laws and regulations from You specific documents that prove Your identity and/or age and/or ownership of payment methods used. You may be requested to send copies of:
a) a valid ID (personal identity card, passport, driver's licence);
b) a utility bill (e.g. gas or electricity bill);
c) each credit card (front and back) used for deposits to the Account, along with credit card statements;
d) bank vouchers, account statements, screenshots that prove transactions via online payment methods used for deposits
5.1.8 To place bets You must deposit real money to Your Account Balance. All positive Account Balance is available for placing bets. If You have an active Sportsbook (or any other) bonus on your Account, You cannot place bets in Big Bet World Casino. All winnings are credited to Account Balance and can be immediately used for further betting. Big Bet World however reserves the right to refuse bets and/or game participation, and/or to limit stakes without explanation.
5.1.9 Transfer of money between Big Bet World Accounts is not allowed.
5.1.10 Legal persons cannot be Big Bet World Account Holders.
5.1.11 Professional sports players cannot be Big Bet World Account holders.
5.1.12 Big Bet World employees and their immediate family members cannot be Account Holders.
5.1.13 Players from jurisdictions where gambling is illegal cannot be Account Holders. Players from jurisdictions which forbid Us to accept their players cannot be Account Holders.
5.1.14 Big Bet World reserves the right to block/terminate existing accounts without explanation. Full balances of such Accounts will be paid out unless We suspect fraudulent activity. In this case we reserve the right to report to the appropriate authorities any Account Holder suspected to be involved in any form of fraudulent behaviour.
5.2.1 Only deposits through Website cashier system are accepted.
5.2.2 All Account transactions are made in the currency the Player selected during the registration process. Deposits received in currencies different to Account currency will be converted by Our payment processor at their exchange rate to the Account currency.
5.2.3 Players may deposit money to their Account Balances only in order to use the Services.
5.2.4 Deposited money must be played through at least once (x1), in other words deposited money cannot be withdrawn without any gaming activity, as this is regarded as money laundering. Making such a withdrawal request will result in blocking of Account and funds until further notice and incurring a processing fee of up to 10%. It will also be reported to appropriate authorities. Big Bet World reserves an unlimited right to apply certain payment method restrictions for selected countries and/or Players.
5.2.5 Big Bet World is not a financial institution and does not grant interest on deposits.
5.2.6 Minimum deposit amount allowed is 10 EUR.
5.2.7 Deposits can only be made with a payment method registered to Account holder's name.
5.3.1 It is Your responsibility to read these Terms & Conditions as well as familiarize Yourself with game rules and provisions regarding minimum/maximum stakes, deposits, wins and withdrawals, before placing any bets.
5.3.2 We only accept bets made online (including via mobile/tablet device or downloadable applications on a mobile/tablet device). Bets in any other form (post, email, fax, etc.) will not be accepted and if received will be invalid and void.
5.3.3 A bet is placed when the Player clicks the bet button (including, but not limited to Start button, Spin button, Deal button, etc.). Bets can only be placed when there are sufficient funds on the Account Balance.
5.3.4 A bet is valid and accepted when it appears in Bet history. Bets are processed in the order they are received.
5.3.5 The Player cannot change, cancel and/or reverse accepted bets.
5.3.6 Big Bet World reserves the right to cancel without reason any bet before the start of the event.
5.3.7 In case of dispute regarding bet content only records kept by Big Bet World are relevant and decisive. Only the amount registered and accepted by Big Bet World is regarded as the bet.
5.4.1 You can request a withdrawal of Your winnings from Your Account at any time. Withdrawable balance can differ from Account Balance due to certain bonus specific restrictions.
5.4.2 Withdrawals can only be paid out to a payment method registered in Account holder's name.
5.4.3 Withdrawals can only be paid out to a payment method that has already been used for deposits. If Your deposit method is not refundable, use Wire (Bank) Transfer. Big Bet World also reserves an unlimited right to process Player's withdrawals exclusively via Wire Transfer in order to validate the identity of the Player. Additionally Big Bet World reserves the right to process withdrawals to any payment method already used for depositing, at our sole discretion.
5.4.4 Within Europe, the funds withdrawn via Wire Transfer will usually arrive on Your bank account within three to five business days. Outside of Europe, transfer may take between five and seven business days.
5.4.5 Minimum withdrawal/payout amount is 10 EUR.
5.4.6 Maximum withdrawal is 20,000.00 EUR per Player per week.
5.5 Limits and self-control
5.5.1 Player can independently set daily, weekly, or monthly bet and loss limits, as well as login session length.
5.5.2 Limit reductions become active immediately, limit increases become active in seven days.
5.5.3 Player can independently deactivate his Account temporarily or permanently. In the case of deactivating an Account in conjunction with preventing compulsive gambling, the Account may only be reopened in seven days by Big Bet World.
5.6 Termination, Fraud, Money laundering
5.6.1 All transactions are checked to prevent money laundering.
5.6.2 We reserve the right to block and/or terminate any Account and cancel and/or void any transactions at any time in our sole discretion if:
a) We consider Player's use of Services in any way unfair, fraudulent, illegal, unlawful, improper, or We suspect a Player is cheating in any form
b) We detect money transactions attempts with anomalies that may negatively affect the processing of payment transaction (e.g. but not limited to mismatch in name of Account Holder and credit card owner etc.)
5.6.3 Any fraudulent activity by Account Holders is strictly prohibited. Fraudulent activity may include, but is not limited to, money laundering, account duplication, false identity, credit card theft, transfer of funds to other Accounts, forgery, collusion, the use of impermissible software tools, the provision of false registration data or other requested information, "gaming the system", reverse engineering of software, etc.
5.6.4 We reserve the right to pursue claims for criminal persecution and/or civil damages concerning any fraudulent activities. To this end we reserve the right to record telephone calls to store and pass on information needed by third parties involved in crime prosecution. Players involved in any form of suspected fraudulent activity and any suspicious transaction (depositing of funds from illegal activities) will be reported to the appropriate authorities. Big Bet World monitors all transactions in order to prevent money laundering and funding of terrorists activities.
5.6.5 Any decision by Big Bet World regarding account termination and/or transaction cancellation is within Our sole discretion, does not require justification towards the Player, may not be contested by the Player, and shall be binding upon the Player.
5.6.6 Winnings will only be paid to the individual who initially registered to open a live account and specifically only to the initial method of payment.
5.6.7 When a User funds an account by means of credit/debit card deposits, winnings will only be paid back to the same card.
6. Payment methods and payments
6.1 The list of all payment methods is in the deposit section of the Cashier.
6.2 Big Bet World may appoint a 3rd party payment solution provider to manage payment transactions (process, receive, hold, issue funds) on behalf of Big Bet World.
6.3 The main currency in which Big Bet World handles all its finances is Euro (EUR).
6.4 You can deposit money in the following currencies, as made available by Big Bet World:
- AUD Australian dollar
- CHF Swiss franc
- EUR Euro
- HRK Croatian kuna
- NOK Norwegian krone
- SEK Swedish krona
6.5 Big Bet World will not reimburse Players for any differences between the amount debited and the amount credited resulting from exchange rate fluctuations and/or charges by the payment method provider.
6.6 Big Bet World will not reimburse Players for any extra costs during Account related money transactions (e.g. deposits, withdrawals, payment provider specific processing fees, retransfers, higher transaction costs in case of foreign bank transfers, returned/refused/declined transactions) and reserves the right to charge these costs to Player's Account Balance.
6.7 Big Bet World does not charge regular transaction fees, although we reserve the right to apply reasonable bank charges – when these exceed for whatever reason the normal amounts as defined by Us – for deposits received and funds withdrawn.
7.1 Players from countries where online gambling and betting is illegal may not open a Big Bet World Account or use Our Services.
7.2 Big Bet World will not reimburse Players for any disadvantages suffered due to violation of any legal provisions that apply. It is the Player's responsibility to act in accordance with the applicable statutory provisions.
7.3 All Accounts identified at any given moment as created in countries where online gambling and betting is illegal will be reported and terminated.
7.4 Citizens of the following countries are not allowed to play games provided by Merkur and Bally Wulff:
Afghanistan, Algeria, American Samoa, Angola, Argentina, Armenia, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Bolivia, Brunei, Burundi, Cambodia, Canada, Cayman Islands, China (People's Republic of), Christmas Island, Cocos Island, Colombia, Congo (Republic of the), Cook Islands, Cote D'Ivoire (Ivory Coast), Cuba, Dominica, Ecuador, Egypt, Eritrea, Ethiopia, Fiji, France, French Guiana, French Polynesia, French Southern Territories, Germany, Ghana, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Haiti, Heard and McDonald Island, Holy See (Vatican City), Honduras, Hong Kong, Indonesia, Iran, Iraq, Israel, Japan, Jordan, Kenya, Korea (North), Korea (South), Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Lebanon, Liberia, Libya, Macao, Malawi, Marshall Islands, Martinique, Mayotte, Micronesia, Mongolia, Mozambique, Myanmar / Burma, Namibia, Nauru, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Pakistan, Palestinian Territories, Palestinian Territory (Occupied), Papua New Guinea, Paraguay, Philippines, Puerto Rico, Qatar, Republic of China (ROC) / Taiwan, Reunion, Rwanda, Saint-Barthelemy, Saint Kitts & Nevis, Saint Martin, Saint Pierre and Miquelon, Sao Tome and Principe, Saudi Arabia, Sierra Leone, Somalia, Spain, Sri Lanka, St Vincent & Grenadine, Sudan, Suriname, Syrian Arab Republic, Tajikistan, Tanzania, Thailand, Timor-Leste, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Uganda, United Kingdom, United States, United States Minor Outlying Islands, US Minor Islands, Uzbekistan, Venezuela, Vietnam, Virgin Islands (US), Wallis Futuna, Yemen Republic of, Zaire, Zambia, Zimbabwe, Curacao, Netherlands.
7.5 Citizens of the following countries are not allowed to play games provided by Oryx Gaming and Gamomat: The United States of America, Canada, Australia, Israel its territories and possessions (except under local license).
7.6 Citizens of the following countries are not allowed to play games provided by Microgaming: Denmark, Belgium, UK, Italy, Spain, Bulgaria, Romania, Latvia, Hungary, Lithuania, Czech Republic, USA, France, South Africa, Singapore, Philippines, Turkey.
7.7. Citizens of the following countries are not allowed to play games provided by Extreme Live Gaming Limited: Germany, Israel, United States of America, Canada, France, Philippines, Turkey, Russia, China, Australia, Switzerland, Hong Kong, Macau, Poland.
7.8. Citizens of the following countries are not allowed to play games provided by Evolution Gaming Limited: Afghanistan, Antigua and Barbuda, Belgium, Bulgaria, China, Cuba, Cyprus, Denmark, France and its territories, Hong Kong, Iran, Iraq, Israel, Kahnawake, Libya, Macau, Malaysia, Netherlands, Republic of Serbia, Romania, Singapore, Spain, Sudan, Syria, the Philippines, Turkey, the USA and its territories, United Kingdom.
7.9. Citizens of the following countries are not allowed to play games provided by Amatic: Afganistan, Antigua and Barbuda, Armenia, Austria, Bosnia, Cambodia, China, Croatia, Cuba, Cyprus, Estonia, France and Territories, French Polynesia, Georgia, Greece, Hong Kong, Hungary, Iran, Iraq, Israel, Libya, Liechtenstein, Macao, Mexico, Netherlands Antilles, Peru, Slovakia, South Africa, Sudan, Switzerland, Syria, United States of America and Territories, Vietnam.
8.1 Liability of Big Bet World is limited to the extent possible by law. Big Bet World does not accept liability for circumstances beyond its control (force majeure etc.).
8.2 Big Bet World is not liable for any Player content.
8.3 Big Bet World accepts no liability for input, transmission and/or evaluation errors. Big Bet World reserves the right to rectify obvious errors and declare affected bets void.
8.4 Big Bet World does not guarantee uninterrupted availability of the Website and its Services, and/or functionality of its products. Big Bet World is not liable and is held harmless by the Player for any costs, damages, losses, and/or any disadvantages resulting in disconnection from, or the non-availability of, any Services or products, for whatever reason.
8.5 Big Bet World accepts no liability for viruses that may harm the Website or connected servers, or other harmful agents that damage computer hardware or user software. Furthermore Big Bet World cannot be liable for any internet browser dysfunctions.
8.6 Big Bet World uses industry standard User data protection and cannot accept liability in cases where unauthorised 3rd parties obtain control and/or process User data information despite all precautions and safety measures.
8.7 Big Bet World is not responsible for any damage caused by any incorrect, manipulated, rigged or abusive data transfer over the internet.
8.8 In case of infringement of the Terms and Conditions of the Website by the customer, the customer shall indemnify Big Bet World from any claims by third parties and bear any losses, costs or damages resulting thereof.
8.9 The foregoing limitation of liability shall apply to the fullest extent permitted by law in the applicable jurisdiction, and in no event shall Big Bet World’s cumulative liability to the User exceed the amount of money the User transferred or deposited in the User’s account on the Website in relation to the transaction giving rise to such liability.
9.1 By entrusting us with Your street and email address You explicitly agree to receive occasional communication on products, services and special offers which We consider interesting for the Players.
9.2 You can unsubscribe from all communication by sending an email request with Subject UNSUBSCRIBE to email@example.com, or by opting out from promotional communication in Your Account.
9.3 We reserve the right to send You important information regarding Your Account at any time.
9.4 In case of a significant win Big Bet World is entitled to use the winning Player's game data, first name, and initial of last name on Our Website for promotional purposes.
10.1 All bonuses, promotions and offers are subject to specific terms and conditions disclosed with the offer.
10.2 Only Players who received a direct promotional communication from Big Bet World or its partners are eligible for the promotion.
10.3 Unless stated otherwise, any promotion can be used only once and during a specified period, after which the promotion irrevocably expires.
10.4 Promotions cannot be sold or traded between Players or 3rd parties.
10.5 Promotional offers cannot be redeemed in cash.
10.6 All promotions obtained by fraud or otherwise suspicious means are void.
10.7 Players who go out of their ways to exploit a promotion (e.g. groups acting in collusion, syndicates, account duplicators, front men etc.) are not welcome nor tolerated. Big Bet World reserves the right to withhold any bonuses, cancel any winnings made with bonuses, deny any withdrawal requests, and terminate Accounts from all Players acting in such manner.
10.8 Big Bet World reserves the right to cancel promotions, offers and bonuses at any time.
10.9 Attempts at bonus abuse will not be tolerated. Suspected bonus abuse such as (but not limited to) betting on multiple outcomes per bet type in order to minimize losses and achieve wagering will result in bonus removal, deposit return (minus processing fees) and account closure.
11. Intellectual property
11.1 All trademarks, service marks and trade names as well as images, graphics, text, concepts or methodologies (collectively the "Intellectual Assets") found on the Website are the exclusive property of their respective owners.
11.2 You are not allowed to exploit or otherwise use any Intellectual Asset for whatever purpose, except for ones allowed by law.
12.1 In case of dissatisfaction with Our Services, Products or Support feel free to address a complaint to firstname.lastname@example.org. Your complaint will be escalated to Our management and We endeavour to handle it within 48 hours of reception.