The edition is in force as of September 2026.
Review of disputes and complaints
1. JohnBit treats every complaint and dispute with the utmost seriousness and undertakes to review them fairly, transparently and without dragging out the timelines.
2. A Client who is not satisfied with the outcome of the review of their complaint, or who intends to appeal the response provided by the Company, contacts Customer Support directly in the manner defined by the Terms and Conditions (T&Cs). A formal complaint is filed at any moment within ten (10) days from the date on which the grounds for the complaint arose. Upon expiry of the said 10-day period, complaints are not accepted for review.
3. A Client filing a complaint directly with Customer Support is obliged to state clear and unambiguous data on the identity of the complainant, as well as all information that served as the ground for the appeal.
4. Customer Support undertakes to provide the Client with a comprehensive and detailed response to the complaint within thirty (30) days from the date of its filing. In case the subject of the complaint is complex and requires in-depth investigation, the review period may be extended. Similarly, where the resolution of the complaint depends on additional information from the Client, the thirty (30) day period is extended until the moment all necessary information is provided.
5. For the purpose of protecting the client and ensuring the best level of service, JohnBit records and/or monitors all telephone conversations, emails and correspondence between the client and the Company.
6. In case different sources publish differing results of the one and same event with errors that are obvious to those sources, the final decision on the results by which bets are settled is taken by the Company. The final decision in disputed situations for which no precedent exists likewise rests with the Company.
7. The Company reserves the right to retain all information and personal data connected to the client’s complaint within the limits required or permitted by law. The Client has the right of access to the personal data held by the Company, in the manner defined by the Privacy Policy.
8. Contacting the Commissioner (Curaçao licence) is appropriate only in the case where the Client believes the Company is breaching the terms of the licence. All disputes concerning payment, a blocked account, a delay, functionality malfunctions and so on are resolved first directly with JohnBit.
9. A Client who intends to escalate a complaint to the Commissioner sends it through the form in the licence window. First, confirmation of the licence is carried out by clicking the Curaçao logo at the bottom of the website, after which the complaint form is filled in: name, E-mail, licensed website, player ID and the message text.
