Complaints & Disputes

We commit, in writing, to the following:

• Fair handling. Every complaint is logged, investigated by someone independent of the original decision, and answered with a reasoned response.
• Written record. Every step of the complaint — submission, evidence, internal correspondence, decisions, escalation — is recorded in our immutable audit trail. The record is available to you on request and to the AOFA (Anjouan Offshore Financial Authority) on demand.
• No retaliation. Raising a complaint never adversely affects your account standing, your eligibility for promotions, or any other aspect of your relationship with the operator. Retaliation is itself a misconduct issue that we treat as material.
• Independent review available. If our internal process does not produce a satisfactory outcome, you have a free, independent route to an alternative-dispute-resolution provider (see §6) and ultimately to the regulator (see §7).

The first stop for a complaint is our customer-operations team. There are two equivalent ways to reach them:

• In-app ticket.Open a ticket from your account’s help-and-support area. The ticket form pre-fills your account context, which speeds up the initial assessment.
• Email. Write to support@huli.bet with the heading “Complaint” and a clear description of the issue.

On receipt, we assign a case identifier in the format ANJ-YYYY-NNNNNN (for example, ANJ-2026-000123) and confirm the case ID with you. Use this ID in any subsequent correspondence — it is the key into our system and prevents your complaint being lost in a thread.

If your complaint specifically concerns money laundering, fraud, sanctions, or a sensitive AML issue, please email aml@huli.bet (MLRO inbox) directly. If it concerns responsible-gambling tools or self-exclusion, email responsible-gaming@huli.bet. If it concerns personal data, privacy@huli.bet. These specialist inboxes are read by the relevant officer; the case still receives the same case ID and travels the same SLA.

The AOFA sets specific response timelines in License Conditions §10. We meet or beat them.

• 24 hours — first acknowledgement. Within 24 hours of receipt we confirm we have your complaint, share the case ID, and tell you who is reviewing it.
• 5 working days — substantive response. Within 5 working days of acknowledgement we provide a substantive response: either the resolution, the next decision step, or a request for specific additional information from you.
• 8 weeks — final operator resolution. Within 8 weeks of submission we close the case at our end with a final written outcome. Complex cases (where extensive investigation, third-party input, or regulatory liaison is required) may be extended by up to four further weeks; if so, we tell you in writing why and give a revised target date.

Throughout the process you will hear from us at least every five working days even if there is no new substantive information. We never let a complaint go silent.

A good complaint contains: the case ID (after the first response), a clear description of what happened, when it happened (dates, times, time zone), the impact you are experiencing, and any documents or screenshots that support your account.

You can add evidence to an open case at any time by replying on the original ticket or email thread. The evidence is appended to your case file and recorded in the immutable audit trail; nothing you submit is silently discarded.

We will sometimes ask you for specific additional evidence (for example, a payment-method statement to confirm a deposit dispute, or a screen recording for a game-round dispute). Where we ask, the response window pauses until we receive what we asked for; you receive a clear note explaining what is needed.

For game-round disputes specifically, we hold a complete round-by-round log. See Game Certification §7 for what we can produce.

A complaint can resolve in three principal ways. Whatever the outcome we tell you in writing, with reasons:

• Upheld. Your complaint is correct and we put it right. This may mean refunding lost funds, restoring a wager or a bonus, recalculating a balance, lifting an account restriction, or other proportionate remediation.
• Partially upheld. Some of what you describe is correct and some is not. We address the parts we agree with and explain the parts we do not.
• Rejected. We disagree. The written response sets out our reasoning, the evidence we relied on, and your onward routes — alternative dispute resolution and regulator escalation — without prejudice.

A “rejected” outcome is not the end of the road. The whole point of the ADR and regulator routes (§6 and §7) is to provide an independent check on our decisions.

If our internal process closes with a result you are not satisfied with — or if 8 weeks pass without resolution and you do not wish to wait further — you have the right to escalate to an independent alternative-dispute-resolution (ADR) provider.

• Provider: ADR provider TBC upon licensing approval.
• Portal: Portal URL TBC.
• Cost to you: free. The operator funds the ADR process; you pay nothing.
• Binding: on us. If the ADR provider rules in your favour, we implement the ruling.
• Independence: the ADR provider is not employed or controlled by the operator. They are appointed in agreement with the AOFA and operate to a published code of conduct.

To escalate, send the ADR provider your case ID, the operator’s final written outcome, your description of why you remain dissatisfied, and any additional evidence. The provider may ask us for our case file; we cooperate fully.

As a final route, you have the right to bring the matter directly to the AOFA (Anjouan Offshore Financial Authority). The regulator may review the operator’s handling of your complaint, the ADR provider’s decision (if any), and the underlying facts; it acts as the final arbiter.

• Contact: TBC upon licensing approval.
• What to send: your case ID, all written correspondence with us and (if applicable) the ADR provider, your description of why you continue to be dissatisfied, and any additional evidence.
• Operator cooperation: we cooperate fully with regulator reviews. The AOFA has direct access to our case files and to the underlying audit trail.

Bringing a matter to the regulator does not remove your right to pursue legal action in a court of competent jurisdiction; the routes are alternatives, not mutually exclusive.

A complaint should be raised within 6 months of the incident or, if later, of the date you became reasonably aware of it. Complaints raised outside this window are still considered, but evidence quality deteriorates over time and we may be unable to produce all the records we would otherwise hold.

Once a final operator outcome is communicated to you, you have a further three months to escalate to the ADR provider, and a further three months from any ADR outcome to escalate to the regulator. These are pragmatic windows, not hard cut-offs; we will not refuse a late escalation without serious reason.

For complaints, please email complaints@huli.bet or open an in-app ticket. Specialist routes for AML, RG, and data-protection complaints are listed in §2 above.

The Compliance Officer (CO TBC) has executive responsibility for the complaints process and is reachable at compliance@huli.bet for procedural concerns about how we handle complaints (as opposed to the substance of any one complaint).

This policy mirrors Anjouan Offshore Financial Authority (AOFA) License Conditions APR-2026 §10. It is drafted in good faith but is subject to final review by qualified counsel before relied upon for any specific legal purpose.