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Complaints & Dispute Resolution

We aim to resolve any issues quickly, transparently, and fairly. If you have a complaint, please follow the process below so we can investigate efficiently and provide a timely outcome.

For more information about the regulator's dispute framework, you can also review:
Anjouan Gaming - Dispute Terms & Conditions.

1) How to submit a complaint

All complaints must first be submitted directly to us using the "Submit a Complaint" form available via our Anjouan Gaming site-seal / licence validation page.

For general support questions (not a formal complaint), you can contact us via live chat (logged-in) or by email at support@narniumslots.com.

Note: If you cannot locate the complaint form via our site-seal / validation page, contact support and we will direct you to the correct submission channel.

2) What to include

To help us investigate your complaint as quickly as possible, please include:

  • Your username
  • Your registered email address
  • Date/time the issue occurred (including timezone, if possible)
  • Game and provider name (if relevant)
  • Transaction IDs / reference numbers (if relevant)
  • Any supporting screenshots or documents

3) Time limits for submitting complaints

  • Game outcome disputes: within 14 calendar days of the relevant gaming session.
  • Account-related disputes (payments, suspensions, verification, bonuses, etc.): within 30 calendar days of the relevant event.

4) Our internal handling timeframe

We will acknowledge your complaint promptly, investigate in good faith, and make reasonable efforts to resolve it within 30 calendar days of receipt.

5) Escalation to ADR (Alternative Dispute Resolution)

If we cannot resolve your complaint within the 30-day internal resolution period, you may escalate the dispute to our independent ADR (Alternative Dispute Resolution) provider.

Our ADR Provider:

Visit ADR's website

Participation in ADR is mandatory for Anjouan-licensed operators. We will cooperate fully with the ADR process in accordance with the ADR provider's rules and procedures.

6) Language & documentation

All complaint and ADR communications must be provided in English. Please retain all relevant correspondence, screenshots, and documentation related to your complaint.

7) Records & game logs

When investigating, we may rely on technical records such as game server logs, provider reports, transaction records, and account history to determine what occurred. These records help us verify timelines, actions, and outcomes accurately.