Dispute Resolution
This Dispute Resolution Policy outlines the procedure for submitting and resolving complaints or disputes related to the use of the Hyperwin platform.
The website www.hyperwin.org is operated by Hyperwin through its operating entity (the “Operator”).
By using the Platform, users agree to follow the dispute resolution procedures described in this policy.
1. Submitting a Complaint
If a user has a complaint or dispute regarding the services provided on the Platform, they should first contact Hyperwin customer support.
Complaints must be submitted through the official support channel:
Email: support@hyperwin.org
Users should include the following information when submitting a complaint:
- Username or account ID
- Description of the issue
- Relevant transaction or bet details
- Supporting documents or screenshots where applicable
Providing complete information helps ensure that the issue can be investigated efficiently.
2. Review of Complaints
Once a complaint has been received, the Operator will review the matter and investigate the issue.
The review process may involve:
- Examination of account activity
- Review of betting or gaming records
- Verification of transaction history
- Consultation with relevant service providers, including payment providers or game providers
The Operator will make reasonable efforts to resolve complaints in a timely manner.
3. Response Time
The Operator will acknowledge receipt of the complaint and begin the investigation.
A response will generally be provided within a reasonable timeframe, typically within 7 to 14 business days, depending on the complexity of the matter.
In cases where additional investigation is required, the Operator may extend the review period and notify the user accordingly.
4. Third-Party Review
Where disputes relate to games provided by third-party software providers, the Operator may refer the matter to the relevant provider for further investigation.
Game results generated by certified gaming software or Random Number Generator (RNG) systems are considered final and binding.
5. Final Decision
After reviewing the complaint, the Operator will communicate the final decision to the user.
Decisions will be based on:
- The Platform’s Terms and Conditions
- Applicable policies
- Records of account activity and transactions
- Rules of the relevant game or sporting event
The Operator’s decision will be considered final unless otherwise required by applicable law or regulatory authority.
6. Abuse of the Dispute Process
The Operator reserves the right to reject complaints that are:
- Fraudulent
- Abusive
- Submitted with misleading information
- Repeatedly submitted without valid grounds
Misuse of the dispute process may result in account restrictions.
7. Policy Updates
This Dispute Resolution Policy may be updated periodically.
The most current version will always be published on the Platform.