Introduction

Marcentra Corporation N.V., licensed under the Curaçao Gaming Authority (CGA) for offering casino and sportsbook services through www.bettorian.com, is committed to the fair, transparent, and timely handling of all player complaints, in compliance with Article 5.3 of the National Ordinance on Games of Chance (LOK).

Filing a Complaint

Players may submit complaints regarding any Game of Chance related to the use and/or functions of www.bettorian.com within six (6) months from the date of the incident, free of charge.

Complaints must be submitted using the template provided on our Website and include the following information:

• Complainant’s full name, address, and place of residence

• Date of complaint

• Language of submission: English, Dutch, or Papiamentu

• Description of the incident

Acknowledgment

Complaints will be acknowledged in writing within one (1) week by the support team of Marcentra Corporation N.V. and www.bettorian.com, including an explanation of how the complaint will be handled.

Resolution

Marcentra Corporation N.V. will provide a final ruling in writing within four (4) weeks from receipt of the complaint.

If necessary, this period may be extended once by an additional four (4) weeks, with the player informed accordingly.

Alternative Dispute Resolution

Players may, at any time, request alternative dispute resolution at Marcentra Corporation N.V.’s expense.

For further details or assistance, players may contact the support team at [email protected].