Complaints Policy

What counts

A complaint is a statement that Halfonred got something wrong: a settled game, a cashier movement, an account restriction, or the way you were treated. A question about how a game works is support, not a complaint. Send either way if you are unsure.

How to send one

Email support@halfonred.com with the subject line “Complaint”. Tell us your username, the account email, what happened, when it happened, what you want done, and anything that supports it (transaction ids, bet ids, screenshots). One clear email is better than five fragments.

What we do with it

• We confirm we have it within 3 business days.
• Someone who was not the subject of the complaint reads it.
• We may ask for more detail. The clock pauses while we wait on you.
• We aim to send a decision, or a concrete next step, within 15 business days of a complete complaint.
• If it needs a longer look, we say so and send a decision within 45 business days.

Records

We keep complaint files for at least 5 years. Access stays with people handling the complaint, compliance, or a legal request.

If you still disagree

Reply to the decision and ask for a second look. A different person reviews it. You can also take whatever routes your own law gives you. Write support@halfonred.com if this process itself is unclear.