Complaints Procedure

Last updated

6 November 2026

1. How to complain

Contact us through Help & Support in your account (choose “Complaint”) or email support@truehouse.gg. Tell us your account email, what happened and when, any bet or transaction IDs, and what you would like us to do. Never send your password, two-factor codes or recovery codes.

2. What happens next

We acknowledge every complaint within 24 hours. A member of our team who was not involved in the original decision, where possible, looks at the account, game, wallet and support records, which are kept in full. Every bet can also be checked independently with the Fair Play tools. We aim to send you a written answer within 14 days, explaining our decision and the reasons for it. If we need longer, we will tell you why and when to expect it.

3. If you are not satisfied

Reply to our answer and ask for a review by a senior member of staff. We will send you a final response within 14 days of your request.

4. Taking it further

If you are still not satisfied with our final response, you can refer your complaint to the licensing authority that issued our licence (Licence No. ALSI-202609026-FI1), through the player complaints process on its website. Using it is free for you.

5. Records

We keep a record of every complaint and its outcome, and use them to improve the Service.