Customer Complaints Policy

Version 1.1 – 1 May 2024

We take complaints about our service very seriously and will always seek to resolve these amicably.

Should you have an issue, we ask that you first contact our Customer Experience team who will be happy to look into this for you. If you remain unsatisfied, you can raise a formal complaint. Customer complaints must be submitted within 6 months of the issue occurring.

Formal complaints should be sent to the email addresses set out below. Once we have received your complaint you will receive a copy of our complaint’s procedure. You may also request a copy of this at any time from our Customer Experience team.

Contact us

Please email: complaints@luminect.com
To ensure your complaint is dealt with promptly, please include the following information:

• Your username/account number
• Your registered First Name and Surname
• A detailed explanation of the complaint/claim
• Specific dates and times associated with the complaint/claim (if applicable)

Upon receipt of your complaint, best efforts will be made to provide a resolution within 10 days from the date on which the complaint is received. In certain cases, we may need to extend this to a further 10 days, in which case we will inform you accordingly.

File a complaint to a regulator
You may file a complaint about a specific incident or about our business in general to our regulator using this form.
https://www.curacao-egaming.com/public-and-players/complaints-landing