Complaints and Disputes Procedure

Last updated: August 7, 2026

At grana-win.online, we strive to provide our players with a safe, fair, and high-quality gaming experience. However, if you are not satisfied with our services or have a dispute concerning your account, payments, or other aspects of our services, you may use the complaints procedure outlined below.

1. Our Commitment

We handle every complaint:

Fairly and impartially.
Confidentially.
Within a reasonable period of time.
In accordance with applicable laws and regulations.
With the aim of finding an appropriate solution.

2. Submitting a Complaint

If you wish to submit a complaint, we ask you to provide the following information:

Your full name.
Your registered email address.
Your username or account ID, if applicable.
A clear description of the complaint.
The date on which the issue occurred.
Any screenshots or other relevant documents.

Complaints can be submitted via:

Email: support@grana-win.online

3. Acknowledgement of the Complaint

Upon receipt of your complaint:

We will acknowledge receipt as soon as possible.
We will register your complaint in our internal system.
Additional information may be requested if necessary for the investigation.

4. Investigation of the Complaint

Every complaint will be carefully investigated by our support or compliance team. Depending on the nature of the complaint, the investigation may include:

Account activities.
Game history.
Payment transactions.
Bonus and promotional terms and conditions.
Technical log files.
Communications between the player and our customer service team.

5. Response Time

We aim to:

Respond to your complaint within a reasonable period of time.
Keep you informed of the progress when further investigation is required.
Provide a reasoned decision as soon as possible.

Complex cases may require additional time if further checks or verification are necessary.

6. Escalation Procedure

If you are not satisfied with the outcome of your complaint, you may request a reassessment. Your complaint may then be escalated to an authorized employee or the compliance department for an independent second review.

7. Alternative Dispute Resolution (ADR)

If a dispute is not resolved to your satisfaction following the internal complaints procedure, you may, where applicable, refer the dispute to a recognized alternative dispute resolution body or to the competent regulator/licensing authority responsible for overseeing our services.

The availability of an ADR procedure depends on applicable law and the conditions of the relevant license.

8. Cooperation During the Investigation

To ensure that a complaint can be handled efficiently, we ask you to:

Provide accurate and complete information.
Respond to any additional questions in a timely manner.
Do not provide misleading or inaccurate documents.

Providing inaccurate information may delay the investigation or affect its outcome.

9. Confidentiality

All complaints are handled confidentially. Personal data will only be processed for the purpose of handling your complaint and in accordance with our Privacy Policy and applicable privacy laws.

10. Misuse of the Complaints Procedure

We reserve the right to reject complaints that:

Are clearly unfounded.
Are abusive or threatening in nature.
Are repeatedly submitted without new information.
Contain fraudulent or misleading information.

11. Data Retention

Information relating to complaints may be retained for a reasonable period for administrative, legal, and regulatory purposes, in accordance with applicable law.

12. Changes to this Procedure

We reserve the right to amend this Complaints and Dispute Resolution Procedure at any time. The most recent version will always be published on our website.

13. Contact

If you have any questions about this Complaints and Dispute Resolution Procedure or wish to submit a complaint, please contact us via: