COMPLAINTS AND ARBITRATION

We encourage all players to first use our internal complaints process. At IronWin, we’re committed to addressing any concerns you may have in a fair and transparent manner.

For any complaints, questions, or issues, please reach out to our Customer Support team at support@ironwin.com. We kindly ask that all communications remain respectful- abusive or threatening language will not be tolerated and could result in your account being closed.

Our Customer Support team will make every effort to respond or resolve your issue within 48 hours of receiving your message. In any case, you will receive a final outcome within a maximum of ten days from when we receive your complaint. In exceptional situations requiring further investigation, AXIONYX GROUP SRL may extend the resolution period by an additional ten days. If this happens, we will notify you within the initial ten days of your complaint and explain the delay, the steps we’re taking, and any information we might need from you.

If, after completing our internal process, you still feel your complaint hasn’t been resolved to your satisfaction, you have the right to escalate your case free of charge to an alternative dispute resolution (ADR) body. You can refer your complaint to disputes@egis-adr.com