Personal

My Data

We understand that you may be reluctant to provide personal information on the internet, so we only ask you information that is essential and we make sure that these files are kept safe with us. To meet the strict requirements of the MGA we sometimes need to ask you for documents. When this happens we’ll make sure that all your documents are safe. Please read our privacy policy for more information. For any questions, please check our FAQs. If they don’t help, our customer service team will be happy to assist you.

Claims and disputes

Our aim is to make your experience with us an enjoyable one.  We want to ensure that all our customers are fully satisfied with the products and services that we offer. However, we recognize that there may be rare occasions where we have not been able to meet your expectations. If you feel dissatisfied with the quality of our products or service you can contact us via chat, email or phone, through the following contact channels. One of our Customer Support representatives will contact you as soon as possible.

Chat:  by visiting www.onecasino.com
Email: complaints@onecasino.com
Phone: + 356 27782188 

In cases involving your personal data or other data protection matters, please contact our Data Protection Officer on dpo-officer@onecasino.com.

If you remain dissatisfied with the outcome after raising your issue with our Customer Support Team,  you may raise a formal complaint by writing to us on complaints@onecasino.com. A formal complaint is considered  as valid when it contains clear information regarding your identity.  Therefore, please ensure you include the following: 

• Your Username
• Your Name and Surname
• A detailed explanation of the complaint
• Details of any previous correspondence you have had with us 

Naturally, all Personal Data provided will be subject to our Privacy Policy.

Once we have received your complaint, we aim to acknowledge it within 24 hours.

Your complaint will be investigated internally, and we will do everything in our power to reply to you no later than 10 days from the date on which the complaint was received, provided that in certain cases we can extend this by a further 10 days at our discretion.

If you remain dissatisfied by the final outcome of the investigation after completing the complaints process, you may refer the matter to our Alternative Dispute Resolution Provider which is eCogra.

Disputes with eCogra may be raised here: https://www.ecogra.org/srs/dispute.php

The detailed procedure on how to raise a complaint with eCogra can be found at the following link  https://ecogra.org/ata/policies_procedures.php.