Complaints & Dispute Resolution
If you are unhappy with our service, we want to make it right. This page explains how to raise a complaint, what happens next, and what to do if you are not satisfied with the outcome.
Step 1: Contact Customer Support
Most issues are resolved quickly by our support team. Contact us by email at [email protected] or through live chat in your account. Explain the issue clearly and include any relevant details.
We recommend keeping all communications polite and factual. The more information you provide, the faster we can investigate.
What to Include in Your Complaint
- Your full name and registered username.
- The date and time the issue occurred.
- A detailed description of what happened.
- Any screenshots, emails, or transaction IDs.
- What you consider a fair resolution.
Step 2: Escalate Within Pulsz
If the first agent cannot resolve your complaint, ask for the case to be escalated to a senior support specialist or complaints team. Escalated complaints are reviewed by experienced staff who have authority to make binding decisions.
Escalated cases are usually resolved within 7 to 14 business days. You will receive written updates by email.
Common Complaint Topics
- Account access and verification.
- Missing bonus coins or rewards.
- Redemption delays or status questions.
- Game behavior and technical errors.
- Responsible gaming limits and self-exclusion.
Response Times
| Stage | Typical Timeline | Contact Method |
|---|---|---|
| Initial support | 24–48 hours | Email or chat |
| Escalated review | 7–14 business days | |
| Final decision | Up to 30 days |
Step 3: Independent Resolution
If you are not satisfied with our final decision, you may seek independent resolution. Because Pulsz operates under sweepstakes rules and offshore gaming licenses, options depend on your location and the nature of the dispute.
Players may contact the licensing authority or a recognized alternative dispute resolution service. Details are available upon request from our complaints team.
Before You Escalate
- Make sure you have completed Step 1 and Step 2 with Pulsz.
- Keep copies of all emails and chat transcripts.
- Understand the specific rule or term involved.
- Be realistic about the outcome you are seeking.
Responsible Gaming Complaints
If your complaint relates to responsible gaming tools — such as self-exclusion, purchase limits, or account cooling-off — we treat it with high priority. These requests are handled by trained staff and reviewed immediately.
Complaint Outcomes
After reviewing your complaint, we may uphold, partially uphold, or reject it. You will receive a written explanation of the decision. If compensation is awarded, it will be credited to your account or sent through the original payment method.
What We Expect From Players
- Be honest and provide accurate information.
- Do not use abusive language toward staff.
- Give us reasonable time to investigate.
- Accept that some decisions are final.
Contact for Complaints
Email [email protected] with the subject line "Complaint" to start the formal process. Include all relevant details and your preferred resolution.
21+. Pulsz is a social casino with no real-money gambling. Please play responsibly. Set limits, take breaks, and find help at ncpgambling.org, 1-800-GAMBLER, or by calling 1-800-522-4700. Licensed by the Government of Curacao and the Kahnawake Gaming Commission.