Complaints & Dispute Resolution

Terms & Conditions

AML Policy

Responsible Gaming

Cookie Policy

Age Verification

At the Organization, we are committed to providing a fair, transparent, and responsible gaming environment. If you are not satisfied with any aspect of our services, you have the right to file a complaint.

How to Submit a Complaint

If you wish to submit a complaint, please contact us through one of the following methods:

Email: compliance@cs2skin.com

To help us resolve your issue quickly, please include:

• Your full name

• Registered email address

• Username / Account ID

• A detailed description of the issue

• Any supporting documents or screenshots

What Happens Next?

Acknowledgment

We will acknowledge your complaint within 24-72 hours.

Investigation

Your complaint will be reviewed by the relevant department (Compliance, Payments, or Support).

We may contact you if additional information is required.

Resolution

We aim to provide a final response within 7-14 calendar days.

If additional time is needed, we will inform you.

Our response will clearly explain:

• The outcome of the investigation

• The reasons for our decision

• Any corrective actions taken (if applicable)

If You Are Not Satisfied

If you believe your complaint has not been resolved fairly:

• You may request a further internal review.

• If the matter remains unresolved, you may escalate the complaint to the Anjouan Gaming Authority, our licensing authority.

We will fully cooperate with the regulator in the event of a formal dispute.

Payment Disputes & Chargebacks

If you initiate a chargeback or payment dispute:

• We will provide transaction evidence to the relevant payment provider.

• Fraudulent or abusive chargebacks may result in account suspension.

• Additional administrative fees may apply in accordance with our Terms & Conditions.

Responsible Gaming Complaints

Complaints relating to responsible gaming or player protection are treated with priority and handled with additional care and sensitivity.

Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy. We do not share your information except where required by law or regulatory obligations.

Our Commitment

We are licensed under the supervision of the Anjouan Gaming Authority and maintain structured procedures to ensure that all player complaints are handled fairly, transparently, and without undue delay.