Dispute resolution

In the event of any disagreement between the user and the Company, several channels are available to address and resolve the matter in a fair and transparent manner.

COMPLAINT PROCEDURE

Players who wish to file a complaint about any of our services may do so by contacting our customer support team via email at [email protected].

Users are encouraged to reach out to our support department following the instructions available on the website to submit any concerns or dissatisfaction related to our services.
All complaints will be initially addressed by our support staff. Should the matter not be resolved immediately, it will be escalated internally to higher management. Users will receive updates on the progress and status of their complaint in a timely and reasonable manner.
If the issue remains unresolved after internal review, the player may refer the matter to an independent third party, relevant gaming authority, or the licensing body as indicated on our website.
In case of a dispute regarding gameplay or outcomes, the records maintained by our servers shall be deemed conclusive. If there is any inconsistency between what is shown on your screen and the result recorded by the game server, the outcome as registered on the server shall take precedence. By using our services, you acknowledge that these server records are final and binding in determining the results and conditions of your participation in any game.
Any communication from Tugabet regarding disputes will be directed to you using the contact information registered in your user account.

ARBITRATION AND GOVERNING LAW

Our Terms and Conditions shall be governed by the Laws of Costa Rica. The Parties hereby agree that any dispute, controversy or claim arising out of or in connection with the present Terms and Conditions or the breach, termination or invalidity thereof, shall be submitted to the exclusive jurisdiction of Costa Rica.