Version effective as of October 2026.

Handling disputes and complaints

1. JohnBit treats every complaint and dispute with the utmost seriousness and undertakes to handle them fairly, transparently and without stretching the deadlines. 

2. A Client who is unhappy with the way his or her complaint was handled, or who wishes to challenge the response given by the Company, may go directly to the Customer Support Team in the manner set out in the T&Cs. An official complaint is filed at any point within ten (10) days of the date on which the grounds for the complaint arose. Once those 10 days pass, complaints are no longer accepted. 

3. A Client filing a complaint directly with the Customer Support Team is required to state clear and unambiguous details identifying the complainant, along with every particular that gave rise to the request. 

4. The Customer Support Team undertakes to give the Client an exhaustive and detailed answer to the complaint within thirty (30) days of the date it was filed. Where the subject of the complaint is complex and calls for an in-depth investigation, the review may run longer. Likewise, where the outcome depends on further information from the Client, the thirty (30) day period is extended until every necessary detail has been supplied.  

5. For the sake of client protection and the best possible standard of service, JohnBit records and/or monitors all telephone conversations, emails and correspondence between the client and the Company.

6. Where different sources publish diverging results for one and the same event, with errors obvious on their part, the final decision on which results bets are settled against rests with the Company. In disputed situations for which no precedent exists, the final decision likewise rests with the Company.

7. The Company reserves the right to retain all information and personal data connected with a client’s complaint, to the extent the law requires or allows. The Client has the right to access the personal data held by the Company in the manner set out in the Privacy Policy.

8. A Client should approach the Commissioner (Curacao licence) only where he or she believes the Company is in breach of the licence terms. Any dispute over a payout, a blocked account, a delay, broken features and the like is first settled directly with JohnBit. 

9. A Client who wishes to refer a complaint to the Commissioner sends it through the form in the licence window. The licence must first be validated by clicking the Curacao logo at the foot of the website, after which the complaint form is completed: name, E-mail, licensed website, player ID and the message text.