Complaints procedure

If you have an issue or question regarding the Website or our services, please contact our customer support via the live chat or by writing to support@don.ro. Our customer support will provide you with an answer to your query through the same channel.

Should you feel aggrieved by the resolution of your query, our decision, or other action, you may submit a complaint to initiate our internal complaints procedure.

We ask you to submit your complaint to complaints@don.ro and include sufficient details to identify and address the issue:

• Include your account (user) name and your full name;
• Send your complaint from your registered email address;
• “COMPLAINT: (reason)” in the email subject field;
• Include a detailed description of the encountered issues, arguments and your desired outcome;
• Include dates and time (where possible) associated with the relevant circumstances.

We aim to provide you with a substantive response to your complaint within fourteen (14) days from the date we receive the complaint. Our inquiry may take longer if we require additional information from you.

Should you be dissatisfied with the results of our inquiry into your complaint, you may send your complaint to a representative of ONJN via http://onjn.gov.ro. We reserve the right to close any pending bet or alleged pending bet that is the subject of a dispute, in order to minimise the financial consequences of the pending bet and any such closing will be valid as and how it would have been done with your consent.

We will retain an internal record of your complaints, all documentation, communication and other data pertaining to your complaints for at least two (2) years after your complaint has been resolved or referred to the ONJN, whichever comes later.