Complaint Process

Our Commitment

At OrbitForge, we are committed to providing excellent customer service and resolving any issues or complaints fairly and promptly. We take all complaints seriously and strive to address them within reasonable timeframes.

Step 1: Contact Customer Support

If you have a concern or complaint, we encourage you to first contact our customer support team. Many issues can be resolved quickly through direct communication.

Contact Methods:

• Live Chat: Available 24/7 on our website
• Email: support@orbitforge.games
• Phone: 1-800-522-2876 (Monday-Friday, 9 AM - 5 PM EST)

Response Time: We aim to respond to all inquiries within 24 hours.

Step 2: Formal Complaint Submission

If your issue is not resolved through initial customer support contact, you may submit a formal complaint. Please include:

• Your account username or account number
• A clear description of the issue or complaint
• Relevant dates and times
• Any supporting documentation (screenshots, transaction IDs, etc.)
• Details of previous communications with our support team
• Your preferred resolution

Submit Formal Complaints To: complaints@orbitforge.games

Step 3: Internal Review

Upon receiving your formal complaint, we will:

• Acknowledge receipt within 48 hours
• Assign your complaint to a dedicated complaints officer
• Conduct a thorough investigation
• Review all relevant account activity and communications
• Consider applicable terms and conditions and regulations

Investigation Timeframe: We aim to complete our investigation and provide a response within 14 business days. Complex cases may require additional time, and we will keep you informed of any delays.

Step 4: Resolution

After completing our investigation, we will:

• Provide a written response explaining our findings
• Offer a resolution if your complaint is upheld
• Explain our decision if your complaint is not upheld
• Provide information about your right to escalate the matter

Step 5: External Escalation

If you are not satisfied with our resolution, you have the right to escalate your complaint to the regulatory authority:

Alcohol and Gaming Commission of Ontario (AGCO)

• Website: www.agco.ca
• Phone: 1-800-522-2876
• Email: customer.service@agco.ca

Requirements for Escalation: Before escalating to the AGCO, you must have:

• Submitted a formal complaint to us
• Received our final response
• Waited at least 30 days from submitting your complaint

Types of Complaints We Handle

We handle complaints related to:

• Account management and verification
• Deposits and withdrawals
• Betting disputes and settlement
• Game fairness and technical issues
• Bonus terms and wagering requirements
• Self-exclusion and responsible gaming tools
• Customer service interactions
• Privacy and data protection

Complaint Tracking

When you submit a formal complaint, you will receive a unique complaint reference number. Please keep this number for your records and use it in all future communications regarding your complaint.

You can track the status of your complaint by contacting our support team and providing your reference number.

Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy. We will only share information with authorized personnel involved in the resolution process and regulatory authorities when required by law.

Good Faith Complaints

We expect all complaints to be submitted in good faith. We reserve the right to reject complaints that are:

• Abusive, threatening, or harassing
• Submitted with false or misleading information
• Submitted in bad faith or for improper purposes
• Related to matters that have already been resolved

Contact Information

Customer Support:

Email: support@orbitforge.games

Live Chat: Available 24/7 on our website

Formal Complaints:

Email: complaints@orbitforge.games

Complaints Manager:

Email: complaints-manager@orbitforge.games