Bets and game results
Decided on the game studio’s round records, which show the stake, the result and the settlement. A round voided because of a malfunction is refunded; an unfinished live round is settled under the studio’s rules.
- Home
- Complaints
Dispute resolution
Complaints and Disputes
If something went wrong with a bet, a payment, a withdrawal or your account, tell us. Every complaint is registered with a reference number and receives a final written decision from Aveazure SRL within 45 days.
The procedure
How a complaint is handled
- 01
Submit your complaint to Aveazure SRL
Use the form below or write to support@playmojoco.slonik.store from the email address of your account. Say what happened, when, and what you would like us to do. Add the transaction reference (PM-…) or the game round shown in your account history.
- 02
Registration
The complaint is registered at once. You see its reference number (CMP-…) on screen and receive it by email together with the date by which our decision is due.
- 03
Investigation
A team member who was not involved in the original decision reviews the game records, transaction logs and documents on file. We may ask you for more information; the deadline does not stop while we wait for it.
- 04
Final decision within 45 days
We send our final written decision, with the reasons and any correction or payment it includes, no later than 45 days after we received the complaint.
- 05
Refer the complaint to the Kahnawà:ke Gaming Commission
If you are not satisfied with our decision, or you have not received it within 45 days, you can refer the complaint to the Commission at complaints@gamingcommission.ca. Quote your CMP reference and attach our decision if you have one. The Commission may consider some complaints before the 45 days have passed — for example when an account has been blocked or funds are withheld.
What we look at
Disputes we handle
Each type of dispute is decided on the records that are binding for it.
Deposits and payments
Decided on our transaction log and the payment provider’s confirmation. A deposit taken by the provider but not credited is credited or refunded once the provider confirms it.
Withdrawals
We check the request against the review stage, identity verification and anti-money-laundering requirements, explain any delay and give a date. A rejected withdrawal is always returned to your balance.
Blocked or restricted accounts
We explain the reason — verification, location, duplicate account, fraud prevention or a responsible gambling measure — and what is needed to lift it, unless the law forbids us to disclose it. Your balance remains yours.
Submit a complaint
Fields marked optional can be left empty. Please do not send passwords or full card numbers.
Complaint registered
Your reference is —. We have sent it to your email address, and our final decision will reach you within 45 days. Keep the reference: you will need it if you refer the complaint to the Kahnawà:ke Gaming Commission.
Who decides
- Operator
- Aveazure SRLReg. No. 3-102-848946 · Costa Rica
- Complaints to the operator
- support@playmojoco.slonik.store
- Regulator
- Kahnawà:ke Gaming CommissionClient Provider Authorization (CPA) No. 940
- Complaints to the regulator
- complaints@gamingcommission.ca
If your complaint is about gambling harm, you can also self-exclude right away and contact a support organization.
