Yardım merkezi

Last updated: 05.11.2026

If something goes wrong, we want to hear about it and fix it. This page explains how to complain, what we do, and how long it takes. It is part of our Terms & Conditions.

In short: write to support first. We reply within 14 days. If you are not satisfied, escalate in writing and we give you a final answer within 30 days, or up to 90 days for complex cases.

1. Step 1: contact Support

1.1 Contact Live Support on the Site, or write to support@mrcash888.com.

1.2 Please include your username, your Player ID, the date and time, what happened, the amount involved, and any screenshot, bet ID, game round ID or transaction hash that helps.

1.3 We aim to reply within 14 days. Most questions are solved much faster.

2. Step 2: escalate in writing

2.1 If you are not satisfied with the answer, write to support@mrcash888.com and put “Complaint” in the subject line. Include the reference of your first contact.

2.2 We confirm that we received your complaint. A senior member of our team, who was not involved in the first answer, reviews it.

2.3 We give you a final answer within 30 days. If the case is complex, for example when it needs information from a game provider, a payment provider or the blockchain, or a security or AML check, we may need more time, up to 90 days in total. We tell you if we need more time, and why, before the 30 days end.

2.4 Our final answer is in writing and explains our decision and the reasons for it.

3. Step 3: if you are still not satisfied

3.1 If you are still not satisfied, section 19 of our Terms and Conditions (governing law and courts) applies.

4. Time limits

4.1 Please raise a complaint about a game result or a sports bet settlement within 14 days of the game session or the settlement, and a complaint about your Account or a payment within 30 days of the event. We will still look at a later complaint, but it may be harder to check.

5. Evidence

5.1 In a dispute about a game, the records of the game provider are the main evidence. In a dispute about a sports bet, the official result and our records are the main evidence (see our Sportsbook Rules). In a dispute about a payment, the blockchain transaction and our records are the main evidence.

5.2 You can ask us for the records that we hold about your complaint, and we will give them to you where the law allows.

6. While a complaint is open

6.1 We may keep an Account or a payment on hold while we investigate. We tell you what we need from you, where the law allows.

6.2 Responsible gambling tools, such as limits, time outs and self-exclusion, keep working during a complaint.

7. Your data and records

We keep complaints and our answers for 5 years. We use them only to handle the complaint, to improve our services and as the law requires. See our Privacy Policy.

8. Contact

Live Support on the Site and support@mrcash888.com.