1. Policy Overview
This Complaints Policy of Peak Interactive N.V (“Operator” / “Company”/ “Omni Casino” / “Fly Casino” / “we” / “us”) outlines the complaints and disputes processes and procedures to ensure a transparent, fair, and efficient process in alignment with the requirements under Article 5.3 of the National Ordinance on Games of Chance (Landsverordening op de kansspelen, “LOK”).
The Complaints Policy herein provides members access to a straightforward and effective complaint and dispute resolution process, including free alternative dispute resolution (ADR) services that prioritize quality and independence.
As of July 2025, this policy is in effect, noting however, that in accordance with Article 5.3 of the LOK, further rules, policies and guidelines regarding complaints and ADR processes may be established and implemented from time to time. Peak Interactive will amend this policy when applicable.
2. Definitions
2.1 Player Interaction
Any written communication initiated by a player (“member”) and directed to the Company’s customer service team. This includes general enquiries, feedback, or requests for information, assistance, or clarification.
2.2 Complaint
A Complaint is a written expression of dissatisfaction by a player relating to the operator’s services, decisions, terms, or conduct, which indicates the player is unhappy and expects a response or resolution.
2.2.1 Complainant
Complaints can only be made by the registered player. Article 1.3 section c of the LOK mandates that a player is not allowed to sell, donate, rent out, lease, pawn, or pledge, under any title, any of their claims against the holder of a gaming license from the CGA.
2.3 Dispute
A complaint that has not been resolved to the player’s satisfaction through the internal complaints process which has been escalated, either within the organization or to an independent third party (e.g. an ADR provider or court of law).
3. General Complaint Process
3.1 How to make a complaint
Members may make a complaint free of charge by contacting Omni or Fly Casino via [email protected], [email protected] or via Live Chat (if available) at any time. Members are asked to detail their problem, concern or complaint and to also provide relevant information about the account name, ID or any other information relevant to locating the member account. Members may raise a complaint up to six (6) months from the date of occurrence.
3.2 Timeline to resolve
Omni and Fly Casino strive to handle and resolve all matters within one (1) to three (3) business days. However, if the matter requires investigation or additional reviews, this timeline may extend to five (5) business days.
In rare situations, should the matter be more complex, require additional information, or if more time is needed to resolve the matter, then resolution may be extended up to two (2) weeks. Notice to the member detailing why time extension is needed shall be provided in writing.
Should the matter require additional information and time to resolve, an additional two (2) weeks may be required, but not to exceed four (4) weeks in total. Notice to the member detailing why time extension is needed shall be provided in writing.
A final assessment and conclusion as determined by the Operator will be provided in writing with supporting evidence if necessary or applicable.
4. Unresolved Matter Complaint Process – ADR
4.1 If the general customer service steps above are unable to resolve a matter to reasonable satisfaction within up to four (4) weeks, then a member may file a formal complaint form below to which we will again work with you to resolve the matter. Such extended efforts shall not exceed an additional four (4) weeks (if appliable).
Should a reasonable resolution not be found hereafter, then a member may request the opportunity to seek Alternative Dispute Resolution (ADR) with a third-party free of charge. However, to circumvent misuse, abuse, schemes and/or crafted fraudulent claims, ADR is reserved for instances whereby the matter exceeds $2,500 USD (or member currency equivalent to USD) and under circumstances to which the matter in dispute CANNOT willfully and/or attempts to infringe on the Operator’s Terms of Use and rights.
Please note that should a member have failed to provide necessary information, data, evidence, documents, or proof of claim within the initial four weeks of complaint, then we may wholly reject the complaint and request for ADR under the terms of our gaming license. The ADR used is one that is registered with the Curacao Gaming Authority and selected by the Operator. If an ADR is necessary, then the Operator shall provide the member with all of the information and what to expect during the process.
4.2 The ADR process is as follows:
- Unless agreed otherwise, the ADR process is non-binding to either party. However, each party agrees to make its best reasonable effort to follow to the third-party conclusions and/or recommendations to come to a resolution.
- Once the ADR process is completed, it cannot be re-commenced by either the member or the operator with another different ADR entity.
- In the event that the player drops out of the ADR process (but it has already begun) – it should be noted the player should not have the right to resurface the dispute in the future.
4.3 Curacao Gaming Authority
The Curacao Gaming Authority (“CGA”) will not resolve or make decisions on any player complaints regarding gambling-related transactions on the operator’s website(s). Unless deemed to be inadequately handled, the decisions made by the operator and/or ADR provider will not be subject to reviewing and/or overturning by the CGA.
Notwithstanding the points above, a member may nonetheless contact the CGA directly https://www.gamingcontrolcuracao.org/contact
While the CGA does not mediate in individual disputes it will use the information to support its supervisory and enforcement actions.
If you have attempted to resolve your complaint in the past four weeks without resolution, you may now file a formal complaint by completing the below form. We will again attempt to resolve your complaint with our best and reasonable effort.
