Last updated: 14 July 2026
SapphireBet — operated by Hermes Consulting Company N.V. and licensed by the Curaçao Gaming Control Board — takes every complaint seriously. This procedure explains how to raise a concern, what happens next, and how to escalate if you are not satisfied with our response.
How to raise a complaint
Most issues can be resolved quickly by our support team, so please contact us first:
Contact support
Reach out via 24/7 live chat or email support@saphirvipscatter.com, clearly stating that you wish to raise a complaint.
Give us the details
Explain what happened and include the information listed below so we can investigate fully.
We investigate
Our team reviews your account, the relevant records and the circumstances of your complaint.
We respond
We reply with our findings and any resolution within the target timeframes set out below.
Information to include
To help us resolve your complaint as quickly as possible, please provide:
- Your registered username or the email address on your account
- The date and time the issue occurred
- A clear description of what happened and what you expected
- Any transaction, bet or reference IDs involved
- Screenshots or other supporting evidence, where available
- The outcome or resolution you are looking for
Our response timeline
The following are our service targets. They are goals rather than guarantees, and complex cases may take longer — we will keep you updated if they do:
- Acknowledgement: we aim to confirm we have received your complaint within [24-48 hours]
- Initial response: we aim to provide a substantive reply within [7 days]
- Final resolution: we aim to resolve most complaints within [several weeks / a reasonable period]
Escalation within SapphireBet
If you are not satisfied with the first response, you can ask for your complaint to be escalated to a senior member of our complaints team or a manager. Please reply to the same email thread, reference your original complaint, and explain why you believe the matter is unresolved. A fresh review will be carried out independently of the original handler.
Independent escalation
If your complaint remains unresolved after our internal process is complete, you may escalate it independently. As a licensee of the Curaçao Gaming Control Board, we support your right to refer an unresolved dispute to the regulator or to a recognised alternative dispute resolution (ADR) body. On request, we will provide the relevant contact details and any reference information you need to take your complaint further. Contact details for the Curaçao Gaming Control Board and any applicable ADR provider are available from our support team at [contact details].
Record keeping
We keep a record of complaints, our investigations and their outcomes for the period required by applicable law and our licence conditions. These records are held securely in line with our Privacy Policy and help us improve our service over time.
We would rather fix it than lose you
Many complaints come down to a misunderstanding about bonus terms, verification or withdrawals. Getting in touch early — with clear details — is usually the fastest route to a fair outcome.
Contact
To raise or follow up a complaint, contact us any time via 24/7 live chat or email support@saphirvipscatter.com.