Grievance Redressal Policy
- List Item
We value every user at radhe exchange and are committed to providing a transparent, secure, and fair gaming environment. This Grievance Redressal Policy outlines the process for addressing complaints, disputes, or concerns raised by our users. All users are encouraged to report issues promptly so they can be resolved efficiently and fairly. This policy ensures grievances are handled in a structured and timely manner while maintaining user privacy and security.
Scope of the Policy
- Account registration, login, or verification issues
- Deposits, withdrawals, or transaction disputes
- Betting or gaming irregularities
- Technical problems with the platform or mobile app
- Promotional offers, bonuses, and rewards
- Customer support interactions and service delays
How to Submit a Grievance
- Users can submit grievances through the following channels:
- Support and advice via radhe exchange
- Live Chat: Available on the platform 24/7
- WhatsApp Helpdesk: As per platform guidelines
Required Information:
- Full Name and Registered Email Address
- User ID or Account Number
- Detailed description of the issue or complaint
- Screenshots or supporting documents (if applicable)
Grievance Resolution Procedure
- Acknowledgment: Complaints will be acknowledged within 24 hours.
- Investigation: A detailed review will be conducted, including verification of account details, transaction history, or relevant information.
- Resolution: Users will be informed of the outcome within 7 working days. If more time is needed, users will be notified of the expected resolution date.
- Escalation: If unresolved, users may escalate to the Grievance Officer via email at support@radheexchange.com.
Timelines for Resolution
Type of Complaint |
Resolution Time |
|---|---|
|
Account & Login Issues |
Within 24–48 hours |
|
Deposits & Withdrawals |
Within 3–5 working days |
|
Betting & Gaming Disputes |
Within 5–7 working days |
|
Bonus & Promotions Issues |
Within 3–5 working days |
|
Technical Issues |
1–7 days depending on severity |
User Responsibilities
- Provide accurate and complete information when submitting grievances.
- Respond promptly to requests from the support team for additional details.
- Avoid submitting multiple complaints for the same issue to prevent delays.
Platform Responsibilities
- Address grievances with fairness, transparency, and confidentiality.
- Ensure timely acknowledgment and resolution of complaints.
- Maintain records of all grievances and actions taken for accountability.
Privacy and Confidentiality
- All information shared during grievance submission is kept strictly confidential. Details are only used for investigation and resolution and are not disclosed to unauthorized third parties.
Contact Information
- For grievances, complaints, or feedback, users can reach out via: Email: support@radheexchange.com