certified resolution provider

Resolution Process &

How It Works

A clear, structured process for handling player complaints, from initial submission through to written determination. Designed to be straightforward for operators and players alike.

Section 01

The Intake Process

Claim Submission

Players are required to first complete the operator's internal complaints process. A complaint may be brought to Axion ADR where the player is unsatisfied with the operator's final response, or where 30 days have passed without resolution.

Eligibility Review

Each complaint is reviewed against Axion ADR's eligibility criteria before entering the resolution workflow. Complaints that are frivolous, outside reasonable timeframes, or submitted before completing the operator's internal process will not be accepted.

Section 02

Dispute Lifecycle

Submission

Player submits complaint following completion of the operator's internal complaints process or after 30 days without resolution.

Evidence

Both parties are required to provide relevant information and supporting documentation. Axion ADR reviews all submissions before proceeding.

Determination

A written determination is issued based on the applicable terms and available evidence, setting out the outcome and the reasoning behind the decision.

Review Period

A review period follows the draft determination, allowing both parties to raise any factual corrections before the decision is finalised.