Dispute Resolution

1. Principle

We would rather fix a problem than win an argument about a problem. Most disputes we see are misunderstandings about how a particular rule, hand, or transaction worked. We try to resolve those first by explaining clearly and showing the records.

If that fails, this page is the formal path.

2. Step 1 — Contact support

Email support@theultimatepokergame.com with:

• Your account email.
• A clear description of what went wrong.
• Relevant references: hand IDs, transaction IDs, timestamps, screenshots.

We will acknowledge within one business day and aim to resolve within seven days. Most disputes close at this step.

3. Step 2 — Escalate internally

If the support response does not resolve the issue, reply with “PLEASE ESCALATE” in the subject line, or email legal@theultimatepokergame.com directly. Your case is reviewed by a senior staff member who was not involved in the original response. We will reply within seven (7) business days with a final position.

The final position will include:

• A summary of your complaint.
• The facts as we found them, with supporting records.
• The decision and reasoning.
• The reference number you’ll need if you want to escalate further.

4. Step 3 — Licensor

If you remain dissatisfied within fourteen (14) days of our final position, you can escalate to the licensor:

Curaçao eGaming Licensing Authority Contact and procedure published at validator.curacao-egaming.com.

When escalating, include:

• The reference number from Step 2.
• A copy of our final position.
• Your own narrative.

We will cooperate with the licensor’s process in full.

5. Step 4 — Courts

Without prejudice to your statutory consumer-protection rights, the courts of Curaçao have non-exclusive jurisdiction over any dispute that is not resolved through the steps above. The Terms of Service are governed by the laws of Curaçao.

6. Time limits

Please raise complaints promptly and in any event within six (6) months of the event you are complaining about. Older complaints may still be reviewed but we may have limited records.

7. While a dispute is open

We will not retaliate. Your account remains usable unless the dispute itself concerns conduct (suspected fraud, multi-accounting, sanctions) that justifies a hold. Pending balances connected to a disputed transaction may be held in escrow pending resolution.

8. Anti-harassment

We’re glad to talk to you about what went wrong. We will not tolerate threats, abuse, or harassment of staff. Where that occurs the dispute will continue in writing only and the account may be restricted.

9. Contact summary

Step	Address
Step 1	support@theultimatepokergame.com
Step 2	legal@theultimatepokergame.com
Step 3	Curaçao eGaming Licensing Authority — validator.curacao-egaming.com
Step 4	Courts of Curaçao