DISPUTE RESOLUTION POLICY

Applies to: All users of the website orobet.com operated by SUVYD B.V. under License No. OGL/2024/846/0501 issued by the Curaçao Gaming Control Board.

This Dispute Resolution Policy forms part of the agreement between the Client and SUVYD B.V. and governs the resolution of any dispute, controversy, or claim, whether based on contract, tort, fraudulent misrepresentation, statute, regulation, constitution, common law, equity, or any other matter.

SUVYD B.V. operates the website orobet.com. Services are provided to account holders by SUVYD B.V., a company registered under the laws of Curacao, with company registration number 164492 and a registered address at Abraham Mendez Chumaceiro Boulevard 03, P.O. Box 4750, Curacao.

As used in this Dispute Resolution Policy, "SUVYD B.V." or the "Company" refers to the legal entity SUVYD B.V., including, without limitation, its owners, directors, employees, representatives, and affiliates. Depending on the context, "SUVYD B.V." may also refer to its services, products, website, content, or other materials.

Capitalized terms not otherwise defined herein shall have the meanings ascribed to them in the Terms of Service.

1. General Regulations

1.1. The use of the site and all associated agreements, rules, and terms are governed solely by the laws of Curacao.

1.2. The competent courts of Curacao shall have exclusive jurisdiction over any dispute arising from or related to this Policy. However, the Company reserves the right to bring proceedings in any jurisdiction for injunctive or similar relief.

1.3. A "complaint" refers to a Client concern about the Company's conduct in relation to their dealings, while a "dispute" refers to an unresolved complaint or disagreement connected to a gambling transaction or services offered on the Website.

1.4. The Company reserves the right to retain all communication records with the Client and related parties. In the event of a dispute, such records and the Company’s transaction database shall serve as authoritative evidence unless proven otherwise.

1.5. The Client agrees to maintain confidentiality regarding any complaint or dispute while it is under review and thereafter. Breach of this confidentiality may result in the Company ceasing its efforts to resolve the matter.

1.6. Nothing in this Policy shall limit the Company’s right to take legal action for any criminal or unlawful activity related to the use of its services.

1.7. Filing a complaint under this Policy does not limit the Client’s legal rights to seek remedy through the courts or to submit a regulatory complaint to the Curaçao Gaming Control Board (GCB). Clients may contact the GCB at complaints@gamingcontrolcuracao.org for external dispute resolution if internal mechanisms fail to resolve the issue satisfactorily.

2.Complaint Procedure

2.1. If a Client has concerns about their account, transactions, gameplay, or any other matter, they should contact the Company directly.

2.2. The Support Team is available 24/7. The Company may record or monitor any communications for service quality and compliance purposes.

2.3. To submit a complaint, Clients may email the Company. To facilitate a prompt resolution, Clients should provide their username, registered email address, full complaint details, and any relevant transaction or bet IDs.The Company will acknowledge receipt of the complaint within 24 hours and provide a substantive response within 7 business days, unless exceptional circumstances apply.

2.4. Alternatively, Clients can use the LiveChat feature for real-time assistance. If an issue cannot be resolved immediately, it will be escalated to a department manager.

2.5. If a Client is dissatisfied with the resolution provided by the Support Team, they may request further escalation. The decision of the department manager shall be provided in writing and considered the Company’s final internal response. The Client may escalate the matter to the GCB for independent review if dissatisfied.

2.6. Complaints must be submitted within thirty (30) calendar days from the date of the event giving rise to the complaint or from the moment the Client becomes aware of the issue. Complaints submitted after this period may be rejected unless the Client can demonstrate reasonable grounds for the delay.

3.Regulatory Features

3.1. The Client agrees that the Company’s records are final in determining the use and circumstances of the Website, Software, and Services.

3.2. If a Client suspects unauthorized use or compromise of their account, the Company will investigate and may request additional information from the Client. Findings will be shared upon conclusion of the investigation.

3.3. The Company may, at its sole discretion, investigate complaints against other Clients and take appropriate action where unlawful behavior or breaches of the Terms of Service are suspected. However, the Company is not obliged to take action in every case.

External Dispute Resolution

If the Client remains dissatisfied after receiving the final response from the Company, the Client may seek external resolution through the Curaçao Gaming Control Board (GCB). The GCB is the designated authority to handle disputes involving licensed operators under Curaçao jurisdiction.

The Client may submit a complaint directly to the GCB via email at complaints@gamingcontrolcuracao.org. SUVYD B.V. is committed to cooperating with the GCB in full transparency and good faith.