April 21, 2026
Company: Aldex Win Ltd
Registration No: 16207
License No: ALSI-202512034-FI1
Jurisdiction: Autonomous Island of Anjouan, Union of Comoros
1.1. Aldex Win Ltd (hereinafter — the "Company") aims to provide a fair and transparent gaming environment. However, we acknowledge that disputes may occasionally arise.
1.2. This Policy establishes a mandatory framework for the handling and resolution of complaints and disputes between the User and the Company.
2.1. Complaint: An expression of dissatisfaction regarding any aspect of the Company’s services (e.g., game performance, customer service).
2.2. Dispute: A complaint that remains unresolved after the initial internal procedure, typically relating to the outcome of a gambling transaction or a financial claim.
3.1. Before escalating an issue, the User must first attempt to resolve it by contacting our Customer Support team via email at support@aldex.win.
3.2. The User must provide:
4.1. If the User is not satisfied with the response from Customer Support, the matter may be escalated to the Legal Department.
4.2. Escalation must be sent to legal@aldex.win with the subject line: "Official Dispute Escalation - [Account ID]".
4.3. The Legal Department will conduct a comprehensive review of the case, including logs, transaction history, and compliance with the General Terms and Conditions.
4.4. A final internal decision will be issued within 14 business days from the date of escalation. This period may be extended if further information is required from the User.
5.1. If the User remains dissatisfied after the final internal decision, they have the right to submit a formal complaint to the relevant licensing authority in the Autonomous Island of Anjouan.
5.2. The Company agrees to cooperate fully with any investigation initiated by the regulator and to abide by its final ruling, provided all internal stages of this Policy have been exhausted by the User.
6.1. This Policy and the relationship between the User and the Company are governed by the laws of the Autonomous Island of Anjouan, Union of the Comoros.
6.2. By using the platform, the User irrevocably agrees that any legal proceedings or court actions arising from a dispute shall be subject to the exclusive jurisdiction of the courts of Anjouan.
7.1. Any claim or dispute regarding a specific transaction (bet, deposit, withdrawal) must be raised within 30 days of the date the transaction occurred. Failure to do so will result in the claim being barred.
7.2. In any event, the Company’s maximum liability in any dispute shall be limited to the amount of the specific stake or transaction in question.
8.1. Both the User and the Company agree to keep the details of any dispute confidential while the investigation is ongoing and after a resolution has been reached, unless disclosure is required by law.