Dispute Resolution

If something has gone wrong with your Quok88 account, your bets or a payout, this page summarises the steps we take to resolve it. Counsel will pin the precise channels, escalation paths and timelines before publication.

1. Introduction

Counsel will pin the scope, the good-faith obligation and the cross-reference to the Governing law and disputes section of the Terms.

2. Step 1 — contact our Concierge

The fastest path to resolution is the in-app Concierge channel. Counsel will pin the supported channels (chat / WhatsApp / Telegram / LINE / email) and the first-response SLA.

A dispute is opened by writing to the Concierge with the dispute reference (the bet ID, transaction reference or account event). Below is the placeholder form shape; counsel and engineering will pin the live submission target before this page goes live.

3. Step 2 — file a formal complaint

If the Concierge cannot resolve the dispute, counsel will pin the formal-complaint mechanism and the evidence we will share with you during the review.

4. Step 3 — Alternative Dispute Resolution

Counsel will pin the independent ADR provider, opt-in posture and how the costs of mediation are allocated.

5. Step 4 — regulator (post-licence)

Once Quok88 is licensed, counsel will pin the regulator-complaint route. Licensing is parked until product-first launch completes per the GRAND_PLAN §16 L16 deferral; see Licence for current status.

6. Indicative timelines

Counsel will pin acknowledgement and investigation windows and the cadence at which we escalate unresolved cases.

7. Records and confidentiality

Counsel will pin the records we retain from a dispute and the confidentiality obligations on both sides. Your privacy rights at /legal/privacy#your-rights continue to apply.

8. Contact

Open a dispute through /help/contact. Counsel will pin a direct escalation address before this page goes live.