Lomi Bet Complaint Policy

This Lomi Bet complaint policy explains how Ethiopian players can report concerns about accounts, bets, payments, bonuses, technical errors, verification and customer support. Each complaint is reviewed using account information, transaction history, site rules and the evidence provided. The process aims to give you a clear explanation and a documented response, without promising a particular result. Keep copies of your records and use official support channels so your information stays protected. The responsible department is the Lomi Bet Support / Compliance Team.

What This Complaint Policy Covers

You can submit a complaint about a service issue or a decision you believe is incorrect. This includes:

• A delayed deposit or withdrawal, or an incorrect payment amount.
• An incorrect bet settlement or a disputed game result.
• A missing bonus or a bonus wagering issue.
• Account access, login problems or an account restriction.
• A KYC or account verification delay.
• A responsible gaming request that has not been processed.
• An app, website or live betting technical problem.
• The quality of a response from customer support.

The final decision depends on verified account data, applicable terms, transaction records and game or market rules. Submitting a complaint does not automatically reverse a decision or create a right to a refund.

Before You Submit a Complaint

Use the Lomi Bet login page to check your balance, betting history and payment records. If you cannot access your account, you may still contact support through the official contact channel.

Read the relevant Terms and Conditions and, for a bonus complaint, the conditions of the specific offer. Check that your registered contact details and any payment information you supplied are correct.

Save screenshots of the error, betting slip, payment confirmation or support messages. Keep the original files where possible. Do not alter evidence or submit another person's account information.

How to File a Complaint with Lomi Bet

1. Sign in to your account, if access is available.
2. Open the support section or use Contact Us to find the available official contact channels.
3. Choose the relevant complaint category if one is offered. Otherwise, clearly label your message as a complaint.
4. Describe what happened, what you expected and why you believe the issue needs review.
5. Add supporting details, including the date, time, bet ID, transaction ID, screenshots, device and payment method where relevant.
6. Send the complaint and keep the acknowledgement and reference number provided. If no reference is supplied, retain a copy of your message.

Keep follow-up messages in the same conversation where possible. Multiple separate complaints about the same issue can make the case harder to track.

Information You Should Include

Provide enough information for the support team to identify your account and locate the disputed activity:

• Your full name as registered on the account.
• Your account ID or registered phone number or email address.
• The complaint category and a short description of the issue.
• The date and time in Ethiopian local time, stating if another time zone is used.
• The payment method, amount and transaction reference for a payment complaint.
• The betting slip number, market details or game round ID.
• Relevant screenshots, error messages and device or app details.
• Any previous support conversation reference.
• The outcome you are requesting and why.

Never send your password, PIN, one-time verification codes or full banking or card details. If identity documents are needed, ask for the approved secure submission method. The Privacy Policy explains how personal and payment-related information is handled.

Complaint Review Timeframes

The following are indicative review targets, not guaranteed deadlines:

• Initial acknowledgement: within 24–48 hours after receipt.
• Standard review: 3–7 business days.
• Complex cases: up to 14 business days, or longer where third-party verification is required.

These timeframes are indicative and may vary depending on the complexity of the case, payment provider response, verification status and applicable rules. Payment provider or market data disputes may require additional time.

If further checks are needed, the support team should explain the outstanding steps and provide an updated estimate where possible. Reply promptly to requests for information. If the expected timeframe passes without an update, ask for a status check using your complaint reference.

How We Review Complaints

The complaint is logged and assigned a reference for tracking. Support checks the account history and refers payment, betting, technical or compliance questions to the relevant team where needed.

The complaint review may include transaction logs, bet settlement records, KYC status, bonus terms, market rules, technical logs and communication history. Your evidence is considered alongside these records, rather than relying on assumptions or the strength of a claim alone.

You may be asked to clarify a detail or provide missing evidence. The final response is sent through an official channel and should explain the findings, the relevant rules and any corrective action.

Escalation Process

You may request escalation if no response arrives within the expected timeframe, the answer is incomplete or important evidence has not been addressed. Escalation may also be appropriate for a substantial disputed amount, account security concerns, account blocking, responsible gaming or suspected underage gambling.

1. Reply to the original complaint conversation and quote its reference.
2. Ask for a senior support or Compliance Team review.
3. Explain which findings you dispute and provide any missing evidence.
4. Request a final written response stating the reasons for the decision.
5. If an external route applies, contact the relevant regulator or independent authority after checking its remit and submission requirements.

Consult Legal Status in Ethiopia and License & Regulation for the available legal and licensing information. External dispute resolution depends on the applicable jurisdiction and authority. Do not assume that a particular body can accept your case without confirming this first.

Complaints About Responsible Gaming or Underage Gambling

Complaints involving self-exclusion, deposit limits, problem gambling, suspected underage use or an unprocessed safety restriction should receive priority review. Clearly state the concern and the date of any earlier request.

If you need an immediate protective restriction, tell support directly rather than waiting for a general complaint outcome. Review Responsible Gaming for guidance on protective measures.

Eligibility concerns should be checked against the Age Restriction Policy and State / Regional Restrictions. Do not access another person's account to collect evidence or share unnecessary personal information about a minor.

What Outcomes Are Possible

A review may result in an explanation of the original decision, correction of account or transaction data, a bonus adjustment where terms were applied incorrectly, a payment re-check or a bet settlement review.

Other outcomes include confirmation of a technical issue, an account restriction or security action. There may be no change if verified records support the original decision.

If an error is confirmed, Lomi Bet will take appropriate corrective action in line with its terms and applicable rules. Compensation, refunds and payment release are not automatic and depend on the findings.

Records, Privacy and Fair Use

Complaint messages and supporting evidence may be retained for review, security, fraud prevention, compliance and audit purposes. Their handling is subject to the Privacy Policy. The Cookie Policy explains the use of cookies and related website technologies.

Keep your own copies of submissions and responses. Send only information relevant to the case and use official channels for sensitive documents.

Knowingly false documents, threats, abusive messages or attempts to bypass rules may lead to account restrictions under the Terms and Conditions. A good-faith complaint or disagreement with a decision is not, by itself, abuse of this process.

Need Help Before Filing a Complaint?

If you are unsure whether your issue requires a formal complaint, contact support through the contact page listed above. Explain the problem and ask whether it can be handled as a service request or needs a documented complaint review.

Contact the support team and include all relevant details so your case can be reviewed faster.