If Something Goes Wrong

How to raise a problem, how long we take, and what to do if you disagree with the answer.

Last updated 30 July 2026

Raise It Here First

Send it through support from inside your account. That attaches your message to your account, so nobody has to establish who you are before reading it. Write to legal@azavor.com.

What to Include

The pot number of the round, if the problem is about a draw. It is printed on the ticket panel as 00001-ID. The date and rough time. What you expected to happen and what happened instead. If the problem is about money, the amount and whether it was a deposit or a withdrawal.

How Long We Take

A person reads every complaint and answers in your account. We reply within three days, and settle it within fourteen. If something genuinely needs longer — a chain to be traced, a round history to be reconstructed — you are told that inside the fourteen days, along with what is being checked, rather than left waiting.

Disputes About a Draw

If a result looks wrong to you, say so and quote the pot number. We hold the full record of the round: the numbers sold, who held them, the number that drew and what was paid out. If the payout does not match that record, it is a fault on our side and it will be treated as one, and the round will be corrected rather than argued about.

If You Are Still Unhappy

Say so in the same thread and ask for it to be looked at again. It goes to a second person who has not handled it before, and that review is final on our side. Keep your own copy of what you sent and what you were told.

These terms are governed by the law of Malta, and a dispute we cannot settle between us belongs to its courts. This does not take away any right you have to bring a claim where you live.

There is no third-party adjudicator standing between us. That means an escalation past our own final answer is a court or a regulator where you live, and it is worth knowing that before a dispute rather than during one.