COMPLAINTS POLICY
Effective date: 19 January 2026
Platform: Lets777.com
Operator: Go East B.V. (Chamber no.: 153264)
Registered address: Emancipatie Boulevard 31, Willemstad, Curaçao
Brands / domains: Lets777.com
LOK Licence: OGL/2024/1044/045
Operator: The services available on Lets777.com are operated by Graucus Trade Ltd, a limited liability company incorporated in Hong Kong under registration number 74414217, with its registered office at Unit 1411, 14th Floor, Cosco Tower, 183 Queen's Road Central, Sheung Wan, Hong Kong.
Introduction
Lets777's aim is to ensure that all players always have a great experience when using our services. However, we recognise there are occasions when we may not have been able to meet your expectations, and when this occurs, we would like you to contact us as soon as possible so we may resolve your concern quickly and fairly.
Our customer service team is highly trained to resolve any queries in order to provide a satisfactory outcome. On the rare occasions where this is not possible, you can request for your complaint to be escalated to a senior team member, who will independently review and seek resolution to your complaint.
Policy Acceptance
This Policy is published as a standalone document and clearly referenced in our Terms and Conditions, including all Stages of Complaint Resolution.
Acceptance of this Policy is covered by your acceptance of our Terms and Conditions during registration. We do not require a separate tick‑box, popup, or email confirmation.
Definitions and eligibility
Player Interaction – Any written communication initiated by a player to customer service (inquiries, feedback, requests).
Complaint – A written expression of dissatisfaction about our services/decisions/terms/conduct where a response or resolution is expected. For reporting, a "complaint" is counted when the Complaint Submission Form is submitted and/or when a complaint is escalated to ADR.
Dispute – A complaint not resolved to the player's satisfaction and escalated internally or to an independent third party (ADR or court).
Eligible to file a complaint – Only the registered player may submit a complaint.
Complaints Timeframe
The player may submit a complaint free of charge within six (6) months of the settlement of the bet or of the incident being complained about.
How to Complain
Step 1 – Contact our Customer Support via email: [email protected]. We will do our best to resolve the issue promptly.
Step 2 – Contact our relevant team to file a Complaint, if your issue is not resolved. To do so, you can send an email to [email protected]. Minimum information required: name, address, place of residence; username or email address associated with the account; date of complaint and date/time of the disputed event; description of the conduct being disputed (with category selection); and reasonable supporting documents.
Complaint Resolution Timeframe
A. Responsible Gaming complaints (priority)
We use best efforts to resolve within five (5) business days. Within two (2) days of receipt we will: confirm in writing, explain the process, and provide our average resolution timeline (currently 3 business days). If more time is needed, we will inform you. Any delay cannot exceed two (2) weeks (plus up to two (2) additional weeks if we are awaiting information from you).
B. All other complaint types
We will assess and respond within four (4) weeks of receipt. If necessary due to complexity or missing information, we may extend once by an additional four (4) weeks, with prior written notice. Within one (1) week of receipt we will: confirm in writing, explain the process, and provide our average resolution timeline (currently 3 business days).
Final Response
You will always receive a final response in writing. It will either: provide a reasoned final assessment with evidence; or set out reasons for not handling the complaint (e.g., required information not provided within the initial four weeks after we requested it).
Stages of Complaint Resolution
Customer Support → [email protected]
Formal Complaint → [email protected] → final response in writing
Escalation to our Licensing Body by emailing to [email protected]
Legal proceedings → we do not restrict your right to take legal action.
Dispute Escalation
If you are not satisfied with the resolution provided by the Company, you have the option to escalate your complaint to the licensing body by emailing to [email protected].