Quality & Complaints
This page explains our quality approach, issue reporting workflow, complaint handling, and escalation process for B2B partners.
Overview
We aim to deliver stable, compliant, and performant gaming products. When issues occur, we follow a structured workflow to assess impact, restore service, and communicate updates.
Quality Approach
Regression tests, release checks, and monitoring ensure consistent behavior across environments.
We follow best practices to reduce risk and protect partner integrations and player experiences.
Logs, metrics, and alerts help detect anomalies early and support fast recovery.
Report an Issue
Please include as much detail as possible:
- Partner name / environment (prod/stage)
- Game name and round/session id (if applicable)
- Timestamp + timezone
- Steps to reproduce / screenshots / logs
- Business impact and urgency
Tip: If you can reproduce the issue, send a minimal reproducible case. This significantly speeds up resolution.
Complaints
Complaints are tracked, reviewed, and handled with clear ownership. If a complaint is related to a specific incident, it is linked to the incident record for consistent follow-up.
Severity & Priority
- Critical: major outage, critical functionality broken, high impact
- High: significant degradation, partial outage, workaround may exist
- Medium: limited impact, non-blocking issue
- Low: minor defects, cosmetic issues, enhancements
Response Targets
Targets depend on severity and context. We aim to acknowledge promptly and provide regular updates until resolution.
Escalation
If an issue requires escalation, we assign appropriate stakeholders and increase communication frequency until service is restored.
Contact
For issue reports, complaints, or quality-related questions:
We appreciate your feedback — it helps us improve our products and processes.
Email: [email protected]
Privacy & Data Protection
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Effective Date: January 1, 2025
Last Updated: December 20, 2025