Complaints

1. Customer Service and Customer Complaints

1.1. Customer Service

You may contact Customer Service at any time by the following means:

  1. E-mail:[email protected]
  2. Telephone:0043720828442
  3. LiveChat

1.2. Submission of Complaint

Customer complaints/claims of any nature must be submitted within 3 months of the issue occurring.

In order to ensure that your complaint/claim is directed to and investigated by the correct department, written communication must be submitted to Guruplay via the following means:

  1. E-mail:[email protected]

1.3. Information which Must be Included in any Written Communication with Guruplay

To protect your privacy, all email communications between you and Guruplay should be carried out using the email address that you have registered against your Customer account held with Guruplay. Failure to do so may result in our response being delayed.

The following information must be included in any written communication with Guruplay (including a Complaint):

  1. your username;
  2. your first name and surname, as registered on your Customer account;
  3. a detailed explanation of the complaint/claim; and
  4. any specific dates and times associated with the complaint/claim (if applicable).

Please note that any failure to submit written communication with the information outlined above may result in a delay in our ability to identify and respond to your complaint/claim in a timely manner. Upon receipt, we will endeavor to reply to your communication within 72 hours. Further, best efforts will be made to resolve any reported matter promptly and, at a maximum, within one month.

1.4. Collusion, Cheating, Fraud And Criminal Activity

Collusion, cheating, fraud and criminal activity includes but is not limited to:

  • Colluding with third parties;
  • Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots');
  • Undertaking fraudulent or illegal activities, including but not limited to the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;
  • Taking part in any criminal activities including, but not limited to, money laundering;
  • Transferring of funds from one player account to another; and/or
  • Conducting account fraud, use of Duplicate Accounts, manipulation of our software or Website, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating.

We will take all reasonable steps to prevent such activities; detect them and ensure that the relevant players are dealt with appropriately. We may report knowledge or suspicion of an offence to the relevant authorities, we may suspend or close Your Account, confiscate your Winnings and any Bonus Funds (which shall be forfeited by you) and in certain cases, block access to all funds until further notice. We will not be liable for any loss or damage which you or any other player may incur as a result of any of the behaviour outlined in this Section and any action we take in respect of the same will be at our sole discretion.

If We suspects that You have engaged or attempted to engage in any illegal, fraudulent, dishonest or improper activity while using the Guruplay Services, including without limitation, using stolen credit cards, participating in game manipulation, or any other unlawful activity (including but not limited to any chargeback, other payment reversal, or money laundering) Guruplay shall be empowered to take such action as it deems appropriate, including blocking access to the Website, suspending and/or closing Your Account, forfeiting all money held in Your Account and sharing this information (together with disclosing Your personal details) with other online gambling facilities, financial institutions, relevant authorities and/or any person or entity that is legally authorized to be aware of such information.

Should you ever suspect that a Customer is colluding with another Customer or cheating in any way, please notify Guruplay via the means of communication listed in the above Customer Complaints procedure (set out at section 12).