Customer Complaint Policy
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♠ O N P O I N T C A S I N O . C O M
Customer Complaint Policy
OnPoint Administration LLC
EFFECTIVE DATE: SEPTEMBER 11, 2026
LAST UPDATED: SEPTEMBER 11, 2026
OnPoint Administration LLC, a Delaware limited liability company ("OnPoint," "we," "us," or "our"), owns
and operates OnPointCasino.com (the "Platform"). We are committed to treating every player fairly and to
resolving concerns quickly, transparently, and professionally. This Customer Complaint Policy (this
"Policy") explains how to submit a complaint, how we investigate and respond, what timelines to expect,
and what options are available if you remain dissatisfied.
This Policy forms part of, and should be read together with, our Terms and Conditions (the "Terms"),
Sweepstakes Rules, Refund Policy, and Privacy Policy. Capitalized terms not defined in this Policy have
the meanings given in the Terms.
1 2 3
Submit
Email support@onpointcasino.com
with "Complaint" in the subject
line, or use live chat.
We Investigate
We acknowledge within 2
business days and aim to respond
within 10 business days.
Escalate if Needed
Not satisfied? Request a senior
management review within 30
days.
CONTENTS
01 Purpose and Scope 07 Special Types of Complaints
02 Our Commitments 08 Respectful Communication
03 How to Submit a Complaint 09 If You Remain Dissatisfied
04 Complaint Categories 10 Confidentiality and Records
05 How We Handle Your Complaint 11 Changes to This Policy
06 Possible Outcomes 12 Contact Us
01 PURPOSE AND SCOPE
A complaint is any expression of dissatisfaction, made by an Account holder or their authorized representative,
about the Platform, our Games, our services, or the conduct of our staff, where a response or resolution is
expected. This Policy covers complaints about, among other things:
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• Account registration, identity verification (KYC), restrictions, suspension, or closure;
• Gold Coin purchases, billing, and payment issues;
• Sweeps Coins and Prize redemptions, including delays or declined requests;
• Game malfunctions, technical errors, and balance discrepancies;
• Promotions and bonuses;
• The handling of personal information; and
• The service or conduct of our support team.
General questions, feature suggestions, and routine support requests are welcome and will be answered, but
they are handled as ordinary support inquiries rather than formal complaints. This Policy does not change any
rights or obligations under the Terms, the Sweepstakes Rules, or applicable law.
02 OUR COMMITMENTS
When you submit a complaint, we commit to:
• Fairness: reviewing every complaint objectively, based on the facts, our records, and our published rules;
• Timeliness: acknowledging and responding within the timelines set out in Section 5, and keeping you
informed if more time is needed;
• Transparency: explaining our decision and the reasons for it in clear, plain language;
• Confidentiality: handling your complaint and personal information in accordance with our Privacy Policy;
• No cost: never charging a fee to submit or escalate a complaint; and
• No retaliation: never restricting or penalizing your Account because you made a complaint in good faith.
03 HOW TO SUBMIT A COMPLAINT
3.1 Contact Channels
CHANNEL DETAILS
Email support@onpointcasino.com with "Complaint" in the subject line
Live chat Available through the support messaging feature on the Platform, where offered
Complaints made through live chat may be converted to an email ticket so that you have a written record and a
reference number.
3.2 What to Include
To help us resolve your complaint quickly, please include:
• Your full name, username, and the email address associated with your Account;
• The category of your complaint (see Section 4);
• The date and time of the issue, including your time zone;
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• Any relevant details, such as the Game name, transaction ID, or redemption request number;
• A clear description of what happened and why you are dissatisfied;
• Supporting evidence, such as screenshots, screen recordings, or payment statements; and
• The outcome you are seeking.
Protect your information: Never send your full card number, CVV, bank login credentials, or Account password.
Our team will never ask for them.
3.3 Time Limit for Complaints
Please submit your complaint within ninety (90) days of the event giving rise to it, so that relevant records
remain available and can be reviewed accurately. Complaints about refunds remain subject to the time limits in
our Refund Policy.
3.4 Authorized Representatives and Accessibility
Someone else may submit a complaint on your behalf if you provide written authorization and we are able to
verify your identity. We will only discuss Account details with the Account holder or a verified representative. If
you need an accommodation to submit a complaint or communicate with us, please let us know and we will
make reasonable efforts to assist.
04 COMPLAINT CATEGORIES
CATEGORY COMMON EXAMPLES RELATED POLICY
Account & Verification KYC delays or rejections, document requests, login
issues
Terms, Sections 5–6; Privacy
Policy
Purchases & Billing Duplicate charges, billing errors, coins not delivered Refund Policy
Prize Redemptions Delayed, declined, or cancelled redemption requests Terms, Section 9; Sweepstakes
Rules
Games & Technical Game malfunctions, disconnections, balance
discrepancies
Terms, Section 10
Promotions & Bonuses Missing bonuses, promotion eligibility, voided bonuses Terms, Section 11; promotion
terms
Account Restrictions Suspensions, closures, forfeited Virtual Coins Terms, Sections 13–14
Privacy & Data Access, correction, or deletion requests; data handling
concerns
Privacy Policy
Responsible Gaming Limits, cool-off, or self-exclusion concerns Responsible Gaming Policy
Customer Service Staff conduct, response times, communication quality This Policy
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05 HOW WE HANDLE YOUR COMPLAINT
Business days means Monday through Friday, excluding U.S. federal holidays.
STAGE WHAT HAPPENS TARGET TIMELINE
1. Acknowledgment We confirm receipt and provide a complaint reference
number.
Within 2 business days
2. Investigation We review your Account, transaction and gameplay records,
communications, and any evidence you provide. We may ask
for more information.
Begins on acknowledgment
3. Response We send a written response explaining our findings, our
decision, and any remedy.
Within 10 business days of
acknowledgment
Complex cases If more time is needed, we will tell you why and provide
regular updates.
Up to 30 days in total
4. Escalation If you are dissatisfied, you may request a review by a senior
member of management who was not involved in the original
decision.
Request within 30 days of our
response
Final Response We send a written Final Response concluding the internal
process.
Within 15 business days of the
escalation request
5.1 Requests for Information
If we ask for additional information and do not receive a reply within fourteen (14) days, we may close the
complaint. You may reopen it at any time within the time limit in Section 3.3 by providing the requested
information. Response timelines are paused while we are waiting for information from you.
5.2 Escalation
To escalate, reply to our response or email support@onpointcasino.com with "Complaint Escalation" and your
reference number in the subject line, and explain why you disagree with our decision. The reviewer will consider
the full complaint file, including any new information you provide. The Final Response concludes our internal
complaint process.
06 POSSIBLE OUTCOMES
Depending on our findings, the resolution of a complaint may include:
• A clear explanation of our decision and the rules that apply;
• Correction of an error in your Account, including restoring Virtual Coins or balances affected by a verified
technical error;
• A refund in accordance with our Refund Policy;
• Processing of a delayed redemption that meets all requirements of the Sweepstakes Rules;
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• Reinstatement of an Account, or removal of a restriction, where it was applied in error;
• Correction of personal information we hold about you; or
• An apology, and improvements to our processes where appropriate.
Any goodwill gesture we offer is at our sole discretion, is not an admission of liability, and does not create an
obligation to offer the same in the future. Remedies are provided in accordance with the Terms and
Sweepstakes Rules, and we cannot offer cash in place of Gold Coins or award Prizes outside of the Sweepstakes
Rules.
07 SPECIAL TYPES OF COMPLAINTS
7.1 Gameplay and Technical Complaints
We review server-side game logs and transaction records for every gameplay complaint. As set out in the
Terms, our server records are the final and binding record of gameplay and balances, and a malfunction voids all
affected pays and plays. Screenshots and screen recordings that show the Game name, time, and balance are
especially helpful.
7.2 Account Restrictions and Compliance Reviews
Some Account restrictions result from fraud prevention, anti-money laundering, sanctions, or other legal and
regulatory reviews. In these cases, legal obligations or security considerations may prevent us from sharing the
specific reasons for our decision or the details of our review. We will still acknowledge your complaint, confirm
that it has been reviewed, and tell you whether any action is required from you.
7.3 Privacy Complaints
Complaints about how we handle personal information, and requests to exercise privacy rights, are handled
under our Privacy Policy. Please email support@onpointcasino.com with "Privacy Request" in the subject line. Where
applicable law provides a right to appeal a privacy decision, the appeal process in our Privacy Policy applies.
7.4 Responsible Gaming Concerns
Concerns about responsible gaming are prioritized. Requests to set limits, take a cool-off period, or self-exclude
are processed as promptly as possible and do not need to go through the complaint process. If you or someone
you know is struggling with gambling, confidential help is available 24/7 from the National Problem Gambling
Helpline at 1-800-GAMBLER.
08 RESPECTFUL COMMUNICATION
Our team will always treat you with courtesy and respect, and we ask for the same in return. If communications
become abusive, threatening, or harassing, we may limit the channels through which you can contact us, while
continuing to handle your complaint. We may also close complaints that repeat an issue that has already
received a Final Response, unless new and relevant information is provided.
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09 IF YOU REMAIN DISSATISFIED
If our Final Response does not resolve your concern, the following options are available:
• Formal dispute resolution. You may pursue the dispute resolution process in Section 21 of the Terms, which
begins with a written Dispute Notice sent to support@onpointcasino.com with "Dispute Notice" in the subject
line. Submitting a complaint under this Policy is not a Dispute Notice, but completing this process first
often resolves matters more quickly.
• Government agencies. You may contact the consumer protection division of your state Attorney General or
another appropriate government agency.
• Independent platforms. We review and respond to complaints submitted through reputable independent
complaint resolution platforms. Using these platforms does not replace this Policy or the dispute resolution
process in the Terms.
Chargebacks: Please use this complaint process before disputing a charge with your bank or card issuer.
Chargebacks and payment disputes are handled under our Refund Policy and may result in Account suspension
while they are pending.
10 CONFIDENTIALITY AND RECORDS
We handle all complaints confidentially and share complaint information only with staff and service providers
who need it to resolve the complaint, or as required by law. We keep records of complaints and our responses
for three (3) years, consistent with our Privacy Policy, and we review complaint trends regularly to improve our
Platform, policies, and customer service.
11 CHANGES TO THIS POLICY
We may update this Policy from time to time. The "Last Updated" date at the top of this Policy reflects the most
recent revision. Complaints are handled under the version of this Policy in effect when the complaint is
received.
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12 CONTACT US
To help us route your message, please use the subject lines below.
REQUEST TYPE SUBJECT LINE
New complaint Complaint
Escalation of a complaint response Complaint Escalation
Refund request Refund Request
Privacy request Privacy Request
Formal dispute notice (Terms, Section 21.1) Dispute Notice
OnPoint Administration LLC — Customer Support
Email: support@onpointcasino.com
Website: OnPointCasino.com
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