Complaints Policy

This policy explains how to make a complaint about the Service provided by Grail Technologies Ltd ("Grailbet", "we") on grailbet.com, and how we handle it.

2.1. Contact our support team through live chat or by email to [email protected], using the subject line "Complaint".

2.2. Please send your complaint from your Registered Email Address and include:

• your username
• a clear description of the issue
• relevant dates, bet IDs, game rounds or transaction hashes
• any screenshots or supporting documents
• the outcome you are asking for

2.3. Complaints about a bet or game result must be made within 3 days of the bet or game round being settled. Other complaints should be made as soon as possible and no later than 3 months after the event.

3.1. We acknowledge your complaint within 48 hours.

3.2. A member of our team who was not involved in the original issue reviews it and may ask you for more information.

3.3. We aim to give you a written response within 10 business days. Where the complaint needs more investigation, for example a game provider review or data feed check, we will keep you updated and give you a final response within 30 days.

3.4. Our final response will explain our decision and the reasons for it.

4.1. If you are not satisfied with the response from our support team, you can ask for your complaint to be escalated to our Compliance team at [email protected]. Compliance will review the full record and issue a final decision within 14 days.

4.2. If you remain unsatisfied after receiving our final decision, you may refer the complaint to our licensing authority in the Autonomous Island of Anjouan, Union of Comoros, quoting licence number ALSI-202512005-FI1, through the complaint channel published by the authority.

Requests for bonuses, general questions and requests to change account details are handled by our support team as ordinary queries. Abusive or threatening messages will not be dealt with and may lead to account closure.

We keep a record of every complaint, our investigation and the outcome for at least 5 years. These records are confidential and only available to authorised staff and our regulator.