Complaints and Dispute Procedure
.1. How to Complain:
1.1.1. Goldrush endeavours to give you the best possible service and strives to get it right at all times. Should you feel that we have failed to offer our best service, the following is a step-by-step guide to our complaints and dispute procedure.
1.1.2. If you think we have made a mistake or let our standards slip, please get in touch with us by using the following methods:
· email: [email protected]
· phone: 010 634 3855
· Online: click on the “chat” logo where it appears on the website
To ensure that your complaint is dealt with as promptly as possible, we request that you have the following information available:
a) Your username and Goldrush account number
b) Your registered name and surname
c) A detailed explanation of your complaint/claim
d) Specific dates and times associated with the complaint/claim (if applicable)
Most concerns, complaints or potential complaints can be solved by talking to a member of our Customer Service team.
1.1.3. In the unlikely event that our Customer Service team cannot resolve your complaint, you may ask for your complaint to be escalated to our Customer Service Team Leader.
You will receive an email acknowledgement of your complaint within four hours.
The Customer Service Team Leader will investigate your issue further and respond within 24 -72 working hours depending on the complexity of the complaint.
1.1.4. If you still feel that your query is not resolved, you may ask for your complaint to be reviewed by our Customer Service Manager.
The Customer Service Manager will independently review your complaint and provide you with the next steps, which usually involves reporting the issue to the relevant department and providing a final response.
Please allow at least 72 working hours, depending on the complexity of the complaint.
1.1.5. Should the complaint not be resolved timeously, the complaint can be escalated to the Northern Cape Gambling Board, which is the statutory body licensing and regulating Goldrush.
Tel: 081 761 9101
2. Dispute Resolution
A dispute may occur between yourself (the customer) and Goldrush. This may include problems with the withdrawal of winnings to your bank or issues with bonuses.
Should you wish to lodge a dispute with Goldrush, the above complaints procedure will apply.
Should the complaint not be resolved timeously, the complaint can be escalated to the Northern Cape Gambling Board, which is the statutory body licensing and regulating Goldrush.
Tel: 081 761 9101