Complaints & Disputes

Last updated: 17 June 2026

We want every issue resolved fairly and fast. This page explains how to raise a complaint with Parker Playground, how long each stage takes, and how to escalate if you're not satisfied with our response.

How to raise a complaint

Please follow these steps in order — most issues are resolved at step 1 or 2.

Contact support. Use live chat or email support@aurum7.com. Most queries are answered within 24 hours.
Escalate to a complaint. If support can't resolve it, reply asking to "raise a formal complaint" or email support@aurum7.com with the subject "Formal complaint". It is assigned a reference and reviewed by a complaints handler.
Final response. We issue a written final decision with our reasoning.
External escalation. Still unresolved? Escalate to the regulator / dispute service below.

To help us resolve it quickly, include:

Your registered account email
What happened, with dates and times
Any transaction IDs or amounts involved
Screenshots, if relevant
What outcome you're looking for

Our timescales

Acknowledgement of a formal complaint: within 48 hours.
Final written response: within 14 days (or sooner). Complex cases — e.g. requiring a payment-provider investigation — may take longer; we'll keep you updated.
Funds confirmed owed to you are paid promptly once KYC/AML checks are complete.

Independent escalation

If you remain dissatisfied after our final response, you can escalate to our licensing authority and any independent dispute-resolution (ADR) service named in our licence.

Regulator: Curaçao Gaming Control Board — licence 8048/JAZ. See our Licence page for verification details.
Dispute service (ADR): the independent ADR provider for your complaint will be supplied on request and in our final response. [To be confirmed by counsel.]

Contact

Complaints: support@aurum7.com. For data/privacy complaints, see our Privacy Policy.

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