Dispute Resolution
At Spribe Aviator, we are committed to providing a fair and transparent gaming experience. If you encounter any issues or disputes regarding your account, transactions, or gameplay, we have established a clear resolution process to address your concerns.
1. Types of Disputes
We handle various types of disputes that may arise during your experience with our platform:
Payment Disputes
Issues related to deposits, withdrawals, or transactions that were not processed correctly or remain pending for an extended period.
Game Outcome Disputes
Concerns about game results, technical glitches, disconnections, or other issues that may have affected your gameplay experience.
Account Issues
Problems related to account access, verification, security, or suspected unauthorized activities on your account.
Bonus and Promotion Disputes
Questions or issues regarding bonuses, promotional offers, referral commissions, or any rewards that you believe were not correctly applied.
2. Dispute Resolution Process
We follow a systematic approach to resolve all disputes fairly and efficiently:
Initial Contact
Begin by contacting our customer support team through any available channel (live chat, email, phone, or contact form). Provide all relevant details about your issue, including timestamps, transaction IDs, screenshots, and any other supporting evidence.
Ticket Creation
Upon receiving your complaint, our support team will create a dispute ticket and assign a unique reference number. This reference number should be used in all future communications regarding this dispute.
Investigation
Our dedicated dispute resolution team will investigate your case thoroughly. This may involve reviewing transaction logs, game history, account activity, and communication records. For complex issues, we may require additional information from you.
Resolution Decision
Based on the investigation findings, our team will make a decision and propose a resolution. This may include correcting errors, processing transactions, adjusting account balances, or explaining why the original outcome was correct according to our terms and conditions.
Implementation
Once a resolution is agreed upon, we will implement it promptly and notify you of all actions taken. You will receive a detailed explanation of the resolution and any steps we've taken to address your concerns.
3. Response Timeframes
We are committed to resolving disputes in a timely manner. Our standard response timeframes are:
Initial Response
You will receive an acknowledgment of your dispute and a reference number within 24 hours of submission.
Investigation Period
Most disputes are investigated and resolved within 3-5 business days from the initial report.
Complex Cases
More complex disputes that require extensive investigation or third-party verification may take up to 7-14 business days.
Progress Updates
For disputes that require more than 5 days to resolve, we will provide regular updates on the progress of your case every 48-72 hours.
4. Escalation Procedure
If you are not satisfied with the initial resolution offered, you can escalate your dispute:
First Level Escalation
Contact our support team and request that your dispute be escalated to a senior support manager. Provide your dispute reference number and explain why you believe the initial resolution was not satisfactory.
Second Level Escalation
If you remain unsatisfied after the senior manager's review, you can request escalation to our Dispute Resolution Committee. This committee includes representatives from various departments who will conduct a comprehensive review of your case.
Final Review
The Dispute Resolution Committee's decision is typically final. However, in exceptional circumstances, the committee may refer the case to executive management for a final determination.
5. Contact Information
To submit a new dispute or check on the status of an existing dispute, please use any of the following contact methods:
Live Chat
Available 24/7 through our website for immediate assistance
Phone
+254111511254 (Mon-Fri, 9:00 AM - 8:00 PM EAT)
Contact Form
Use the form below to submit your dispute