At Meridianbet, we make sure that all our players are fully satisfied with our products and service. Nevertheless, we are aware there may be occasions in which we have not been able to meet the expectations of our users.
To that end, if you wish to express dissatisfaction about our product, customer interaction or transaction, you are kindly asked to approach our Customer Support Department at [email protected] and raise a complaint.
Upon receipt, we will inform you on the results of feedback within ten days from the day of receipt of your complaint. Should the issue require additional time necessary to be decided upon, Meridianbet reserves the right to extend the deadline by an additional ten days and inform you on that extension.
If you deem the complaint had not been resolved in a satisfactory manner, you may raise a dispute by addressing the issue to an alternative dispute resolution (ADR) body.
For third-party settling of disputes, you may approach European Alternative Dispute Resolution (EADR) as ADR body and adjudication service. The EADR ruling does not affect your rights to continue pursuing the case through other means.
Both Meridianbet and the player will be bound by the decision of the ADR for all complaints which fall within the competence of the jurisdiction of the Small Claims Tribunal in Malta. If your ADR complaint falls outside of the competence of the Small Claims Tribunal in Malta and following the ADR decision you still wish to obtain a binding decision for your complaint, you will have to bring a claim to the appropriate judicial authority.
Detailed information on how to use EADR is available at https://eadr.org/ and by form https://eadr.org/eadr-form/.
You may also use the Online Dispute Resolution (ODR) platform to refer your complaint online. Detailed guidance is available at https://ec.europa.eu/consumers/odr/.
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 at the following link https://www.mga.org.mt/player-hub/lodge-a-complaint/.
