Complaints Procedure
Our commitment to resolving disputes fairly and transparently
1. Introduction
At MapleOddsHub, we pride ourselves on delivering a premium and seamless sports betting experience for our Canadian users. However, we understand that occasionally things can go wrong or misunderstandings may arise. If you are dissatisfied with any aspect of our service, your account, or the settlement of a bet, we want to hear from you so we can put things right.
This document outlines our formal Complaints and Dispute Resolution Procedure. We are committed to handling all complaints promptly, fairly, and in complete confidence.
2. How to File a Complaint
We have a structured, three-step escalation process to ensure your concern is reviewed by the appropriate personnel.
Step 1: Customer Support
In the first instance, you should contact our standard Customer Support team. The vast majority of issues, such as clarification on betting rules, deposit delays, or bonus terms, can be resolved quickly at this stage.
- Email: support@mapleoddshub
- Live Chat: Available 24/7 via your account dashboard.
Required Information: When contacting us, please provide your registered email address, Account ID, the specific date and time of the incident, and a clear description of your grievance. We aim to acknowledge your complaint within 24 hours and resolve it within three (3) working days.
Step 2: Escalation to Management
If you are not satisfied with the resolution provided by our Customer Support team in Step 1, you may formally escalate the matter to our Customer Service Management Team.
You can do this by replying to the support ticket and explicitly requesting an "Escalation to Management," or by emailing complaints@mapleoddshub.
The Management Team will conduct an independent review of your account history, the chat/email transcripts, and the relevant betting rules. You will receive a final, written response detailing our decision—known as a "Deadlock Letter" if we cannot reach an agreement—within fourteen (14) working days.
Step 3: Alternative Dispute Resolution (ADR)
If you remain unsatisfied after receiving the final decision from our Management Team (the Deadlock Letter), you have the right to escalate your complaint to an independent, external adjudicator.
Depending on your province of residence in Canada, you may forward your dispute to the relevant provincial gaming commission (e.g., iGaming Ontario for Ontario residents) or an independent Alternative Dispute Resolution (ADR) service such as eCOGRA.
The ruling of the appointed independent ADR service is generally considered binding on MapleOddsHub, subject to our licensing conditions.
3. Timescales and Limitations
To ensure we can properly investigate your concern with fresh data, all complaints must be raised with our Customer Support team within six (6) months of the incident occurring. Complaints regarding the settlement of a specific bet should ideally be raised within 72 hours of the event concluding.
4. Zero Tolerance for Abusive Behavior
We are committed to resolving your complaint and ask that you treat our staff with respect. MapleOddsHub operates a zero-tolerance policy towards abusive, threatening, or vulgar language directed at our employees. If a user exhibits such behavior, we reserve the right to terminate the communication, close the complaint without resolution, and potentially suspend the user's betting account.
5. Record Keeping
In accordance with our regulatory requirements and PIPEDA guidelines, MapleOddsHub retains a detailed record of all formal complaints, the steps taken during the investigation, and the final outcomes. These records may be audited by our licensing authorities to ensure we are treating our customers fairly.
6. Regulatory Compliance
This Complaints Procedure is designed to comply with the consumer protection standards expected within the regulated Canadian sports betting market. Your statutory rights remain unaffected by our internal procedures.