Last updated: 28.01.2026

Dispute Resolution Policy

This policy explains how to file and resolve disputes with Betamina, applicable timelines and the regulatory body. See also Terms and Conditions, Refund Policy and Privacy Policy.

Index

1. 1. Our commitment
2. 2. What is a dispute?
3. 3. How to file a dispute
4. 4. Timeframe to file a dispute
5. 5. Required information
6. 6. Betamina response timelines
7. 7. Internal and binding resolution
8. 8. Regulator escalation
9. 9. Chargebacks
10. 10. Good faith and proper use of the process
11. 11. Data protection
12. 12. Modifications and updates

Betamina is operated by Aymora Group Ltd, a company registered in Belize under commercial registration number 000053733, with an online gaming license issued by the Government of the Autonomous Island of Anjouan, Union of the Comoros (License No. ALSI-202602023-Fl1). This Dispute Resolution Policy describes how to file, handle and resolve disputes with Betamina, applicable timelines and escalation channels. See also our Terms and Conditions, Refund Policy, Withdrawal Policy and Privacy Policy.

1. Our commitment

Betamina aims to resolve every dispute with its players in a fast, transparent and fair way. Our goal is to resolve the complaint at first contact whenever possible. When that is not possible, we guarantee a clear escalation process and defined timelines.

2. What is a dispute?

For the purposes of this policy, a dispute is any formal complaint by the player related to:

• Deposits, withdrawals, payments or balances.
• Game, bet or round outcomes (including technical errors).
• Application, release or cancellation of bonuses and promotions.
• Identity verification (KYC) or anti-fraud/AML controls.
• Account access, suspensions or closures.
• Any other operator conduct the player considers incorrect.

3. How to file a dispute

The player may file a dispute through any of the following channels, in the recommended order:

• Live chat available at betamina.com. This is the fastest way to resolve operational questions.
• Email to support@betamina.com, sent from the address registered on the account.
• If the initial response does not resolve the issue, the player may request escalation to a supervisor by stating so explicitly in the same thread.

4. Timeframe to file a dispute

Disputes must be filed within 30 calendar days from the event that gave rise to them. After that, Betamina may reject the complaint, except for duly justified exceptional cases.

5. Required information

To process a dispute efficiently, the player must include in their request:

• Username and registered email on the account.
• Approximate date and time of the event.
• Clear description of the issue.
• Transaction, round, bet or bonus identifiers where applicable.
• Relevant screenshots or evidence.
• Outcome expected by the player.

The more information provided, the faster we can resolve.

6. Betamina response timelines

• First response: within 24 business hours from receipt of the request.
• Standard resolution: up to 14 calendar days for most cases.
• Complex cases: up to 30 calendar days when additional verification, technical reports from the game provider or coordination with third parties is required.
• We will keep the player informed of the case status throughout the process.

7. Internal and binding resolution

Betamina's final decision on a dispute, once the process described above has been exhausted, is binding within the contractual framework accepted by the player in the Terms and Conditions, without prejudice to the player's right to escalate to the regulator (section 8).

8. Regulator escalation

If the player is not satisfied with Betamina's final resolution, they may bring the case before the regulator that issues our license:

• Government of the Autonomous Island of Anjouan, Union of the Comoros.
• License No. ALSI-202602023-Fl1, holder: Aymora Group Ltd.
• To file the complaint with the regulator, the player must include the full case history with Betamina, personal identification and the documentation gathered during the internal process.

9. Chargebacks

Chargebacks (forced reversals via issuing bank or processor) are not an accepted dispute-resolution mechanism. Before initiating a chargeback, the player must contact support and exhaust the process described in this policy. A chargeback filed without exhausting this process will be considered misuse and may result in:

• Immediate account suspension.
• Forfeiture of available balances.
• Reporting to anti-fraud networks and a permanent ban from the services.

10. Good faith and proper use of the process

The dispute resolution process must be used in good faith. Abuse of the process (repeated unfounded complaints, abusive language, attempts at extortion or manipulation) may lead to account suspension and termination of the contractual relationship under the Terms and Conditions.

11. Data protection

All information exchanged during the dispute process is treated confidentially and processed in accordance with our Privacy Policy and applicable data protection laws.

12. Modifications and updates

Betamina reserves the right to update this Dispute Resolution Policy at any time. The current version is always available at betamina.com/dispute-resolution. Continued use of Betamina's services constitutes acceptance of this policy and any future updates.