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RESOLUTION OF DISPUTES AND REFERRAL OF DISPUTES TO THE MPUMALANGA ECONOMIC REGULATOR.

19.1 In the event that a Customer disputes any conduct, decision, or outcome relating to a betting transaction, the Customer must lodge a written complaint with Playbet within 10 (ten) working days from the date of the transaction giving rise to the dispute.

19.2 The complaint must contain sufficient details of the dispute, including the Customer’s account information, the date of the transaction, the amount in dispute, and any supporting documentation relevant to the complaint.

19.3 Complaints may be submitted to Playbet at its offices situated at 3 Willow Crescent, Bedfordview, Johannesburg, or through any official communication channel designated by Playbet from time to time.

19.4 Upon receipt of the complaint, Playbet shall acknowledge receipt thereof and shall investigate the matter in accordance with its internal dispute-resolution procedures and applicable gambling legislation. “Internal dispute-resolution procedures” means Playbet’s formal complaint-handling process, including the receipt, investigation, assessment, and resolution of customer disputes relating to betting transactions.

19.5 Playbet shall endeavour to resolve the dispute within 10 (ten) working days from the date on which the complaint is received. Where additional time is reasonably required to investigate the matter, Playbet shall notify the Customer accordingly.

19.6 If the Customer is dissatisfied with Playbet’s decision, or if Playbet fails to provide a response within the period contemplated in clause 19.5, the Customer may refer the dispute to the Mpumalanga Economic Regulator (“MER”) for consideration, mediation, or any other process permitted in terms of applicable legislation.

19.7 Any mediation or dispute-resolution process facilitated by the MER shall be conducted in the manner determined by the MER or its duly authorised representative, who may request the submission of documents, information, or representations from the Customer and/or Playbet relevant to the dispute.

19.8 The Customer and Playbet undertake to cooperate in good faith with any investigation, mediation, or regulatory process conducted by the MER and shall comply with all lawful and reasonable requests made during such process.

19.9 Nothing contained in this clause shall be interpreted as limiting or excluding any rights afforded to the Customer or Playbet in terms of applicable law, including the provisions of the Mpumalanga Gambling Act, 1995, as amended, the Consumer Protection Act, 2008, where applicable, or any other relevant legislation.

19.10 These dispute-resolution procedures are intended to promote the efficient and fair resolution of disputes prior to formal regulatory or legal proceedings.