Customer Care And Dispute Resolution
This Customer Care and Dispute Resolution page describes how ScoreVault should handle account questions, complaints, sportsbook disputes, privacy concerns, promotion issues, and responsible gaming escalations in a full environment.
Customer Care Principles
Customer care should be clear, respectful, timely, accessible, and properly documented. Users should receive plain-language explanations and a reference number for support cases.
Support staff should be trained to recognize account security issues, payment concerns, responsible gaming risks, privacy requests, and dispute escalation triggers.
How To Submit A Request
A full platform should provide support through secure in-account messaging, email, help forms, and clearly posted support hours. Urgent account security and responsible gaming issues should be prioritized.
Users should include their account email, issue category, event or market if relevant, date and time, screenshots if available, and a concise description of the desired resolution.
Support Categories
Common support categories include registration, email confirmation, login, account restrictions, identity verification, location checks, payment questions, promotion questions, odds display, bet settlement, privacy requests, responsible gaming tools, and technical issues.
Each category should have internal handling rules, required evidence, escalation thresholds, and response timelines.
Sportsbook Disputes
A sportsbook dispute may involve bet acceptance, displayed odds, market availability, settlement, voided selections, abandoned events, technical errors, incorrect account display, or promotion eligibility.
Full review should use account records, event records, transaction logs, odds history, market rules, sport rules, promotion terms, technical logs, and any regulator-required records.
Promotion Complaints
Promotion complaints should be assessed against the published offer terms, eligibility rules, expiry rules, minimum odds, market exclusions, account restrictions, and responsible gaming restrictions.
If an offer is changed or withdrawn, the operator should explain the reason and preserve evidence of the published terms in effect at the relevant time.
Privacy And Data Requests
Privacy requests should be routed to trained personnel who can verify identity, locate records, respond within required timelines, and explain any lawful limits on access or deletion.
Users should not be asked to disclose unnecessary sensitive information in open support channels.
Responsible Gaming Escalations
If a user expresses loss of control, financial distress, underage gambling, self-exclusion concerns, or harm to self or others, support should follow a responsible gaming escalation process.
Support responses should be calm, direct, and focused on safety, account controls, and connection to appropriate Canada support resources.
Response Timelines
A full service should publish expected response times for general inquiries, urgent account security issues, payment concerns, sportsbook disputes, privacy requests, and escalations.
If a case requires more time, the user should receive updates explaining what is being reviewed and when the next update is expected.
Written Decisions
For disputes, the final response should summarize the issue, evidence reviewed, applicable rules, decision, remedy if any, and available escalation options.
The decision should be written in clear language and stored with the case record.
Escalation
If customer care cannot resolve a dispute, the full platform should identify the appropriate internal escalation team and any external regulator, ombuds, or independent dispute pathway required for Canada operations.
This page does not name a final regulator or dispute body because full licensing and operating structure must be confirmed by counsel.
Records And Auditability
Customer care and disputes should be logged with timestamps, staff actions, communications, evidence, decision records, and escalation history.
Records should be protected, retained only as required, and available for audit or regulatory review where applicable.