Complaints

Not satisfied? Not to worry.

A great feeling is all we want to provide. After all, that’s what Whamoo is about. Not feeling it? Customer Care is here to help. Nine out of ten times you’ll be back in the game in minutes. Contact them however you prefer here.

Where to go

If you have an issue, question or a complaint, please contact Customer Services via the Live Chat option available, or by emailing us at [email protected]
Include the following in your email, in order to assist us in resolving your issue: 
•    Provide your personal details.
•    Give us all relevant details about your issue:
•    ticket numbers
•    a detailed description
•    screenshots (if applicable)

We aim to provide you with a substantive response to your complaint as soon as practically possible, but not later than 10 days from the date we receive the complaint. 

Depending on the complexity of the complaint, our inquiry may take longer than 10 days and/or require additional information from you. In such a case, we may extend the inquiry period by a further 10 days and/or request additional information from you, and shall inform you of this fact within 10 days from the date we received your initial complaint, giving the reason or reasons why such extension is warranted. 

This complaint procedure is offered to you as a service free of any charge.

We aim to keep you informed throughout the process. When we wish to contact you regarding your complaint, we will do so by using any of Your Contact Details.

Should you be dissatisfied with the results of our inquiry into your complaint, you may refer to the resulting dispute to be resolved through the alternative dispute resolution entity we have engaged for this purpose: Maltese Alternative Dispute Resolution Entity - MADRE (the ADR Entity).

You can submit a dispute to the ADR Entity through their website at madre-online.eu. By referring a dispute to the ADR Entity you agree to fully submit to the rules of procedures of the ADR Entity as currently published on madre-online.eu/rules-of-procedure which may be updated or amended from time to time. Dispute resolution by the ADR Entity is offered to you as a service free of any charge.

The ADR Entity will resolve our dispute acting in arbitration and / or  adjudication capacity. This, however, shall not preclude the ADR Entity from attempting to resolve the dispute through mediation, conciliation and/or negotiation, prior to acting in arbitration and /or adjudication capacity. 

Alternatively if your complaint relates in any way to our obligations under our MGA licence, you may submit a complaint with the Malta Gaming Authority either by email on [email protected] or on their portal which may be accessed at www.mga.org.mt/support/online-gaming-support/.