Customer Dispute Resolution: How Online Poker Players Raise and Settle Complaints at WPT Global

Customer dispute resolution

At WPT® Global, we are committed to delivering customer support of the highest standard. We work to make sure every player is satisfied with the products and services we offer, whether you are deep in a tournament or grinding a cash game at the online poker tables. Even so, we know that on rare occasions we may fall short of your expectations. If you are not happy with the service you have received, get in touch with our support team by email or through the in-app live chat.

If you are still dissatisfied after speaking with our support team, your case will be treated as a formal dispute. From that point, you can escalate the matter to our support supervision team. To do so, simply contact our support team again by email or live chat. Once your dispute has been escalated internally, you will receive a confirmation email letting you know that your case is under review.

You will be informed of the outcome of your case within 10 days of our receipt of your dispute. In certain situations, we may, at our discretion, extend this response window, and you will be notified if that happens.

Once our investigation is complete, the support team will communicate the final outcome by email. If you do not agree with the resolution offered and wish to take the matter further, you may request an independent review by an alternative dispute resolution (ADR) provider. To refer your case to the ADR provider, you must first ask our support team for an email confirming the deadlock in the dispute. That email sets out the details of your case along with a unique reference number, which you will need to supply when filing your complaint. You can then submit your dispute to the ADR provider through its official platform.

The ADR provider is an independent, impartial organization that specializes in arbitrating disputes relating to gaming and betting.

WPT Global is operated by Everstronglink Limited, based in Costa Rica, licensed by the Tobique Gaming Commission under licence no. 0000005. Payments are processed by Kashxa Limited, based in Cyprus, registration no. 427606. The platform is intended exclusively for individuals who are 18 years of age or older.

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