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Complaints Handling Policy

Mad Matrix Solutions Ltd.

Last updated: June 25, 2026

Introduction

The Company has adopted this Complaint Handling Policy in order to establish fair and quick procedures for handling Complaints that may arise from the relationship with the Client. The Company is required to apply a complaints management policy, which is defined and endorsed by Senior Management and the Board of Directors, who will be responsible for its implementation and for monitoring the Company's compliance with it. The Company shall further ensure that it has a complaints management function, which enables Complaints to be investigated fairly, with potential conflicts of interest to be identified and mitigated.

Definitions

  • "Complainant" shall mean any person, natural or legal, who is eligible for lodging a Complaint to the Company and who has already lodged a Complaint.
  • "Complaint" shall mean a statement of dissatisfaction by a Client addressed to the Company by the Complainant, relating to the provisions of investment and/or ancillary services provided by the Company.

Submission of Complaint

We have an internal Complaint resolution process which will help you resolve any issue arising from a Complaint with a product or the service received from us.

File a complaint online

Prefer email? You can also reach us at:

Should you be unable to resolve your issue after communicating with a member of our team, you can then escalate your Complaint by submitting via the following email address: support@madmatrix.gg.

The Company may not be able to accept your complaint submitted via any other means/channels.

Acknowledging Your Complaint

We will acknowledge receipt of your Complaint by email within seventy-two (72) hours, followed by a substantive response addressing your Complaint.

Complaint Handling Process

Upon receipt of your complaint, we will review and investigate the circumstances surrounding your complaint and will try to resolve it without undue delay and in line with this policy.

The investigation of the Complaint is subject to the provision of the correct information by the Complainant. The following information should be provided to the Company to be able to conduct an investigation:

  • The Client's full name
  • The Client's gaming account number
  • Description of the issue/Complaint, including dates and any relevant details
  • The damage claimed by the Complainant
  • Reference of any correspondence exchanged between the Company and the Complainant

Response Timeline

We will investigate your Complaint and make good-faith efforts to resolve it internally within thirty (30) calendar days from the date we receive it. Our final response will set out the outcome of the investigation.

If your Complaint is not resolved within the thirty (30) calendar-day internal resolution period, we will inform you that Alternative Dispute Resolution (ADR) is the next available escalation option, as described below.

During the Investigation

During the investigation process, the Company will keep you updated on the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint.

Settlement

If you remain dissatisfied after our final response, you may escalate your Complaint to Alternative Dispute Resolution (see below). We will not treat your Complaint as closed merely because time has passed without a reply from you.

Alternative Dispute Resolution (ADR)

If we cannot resolve your Complaint internally within thirty (30) calendar days, you may escalate it to Alternative Dispute Resolution (ADR) through the independent body approved by the Anjouan gaming authority. Participation in this ADR process is mandatory and binding on the Company.

The Company bears all costs of the ADR process — there is no cost to you. The approved ADR provider and escalation details will be published here.

You may also refer your complaint to our licensing authority, the Anjouan Gaming Board, at anjouangamingboard.org.

Contact Us

For complaints, please contact us at: