Rules of Procedure

These Rules of Procedure apply to all disputes submitted to AADR by players against operators licensed under the Anjouan regulatory framework.

AADR will only accept a complaint where the operator holds a valid Anjouan licence and has agreed to participate in AADR's dispute resolution process as a condition of that licence.

AADR does not accept disputes that are already subject to court proceedings or have been finally determined by a court or other competent authority.

Any player who has an unresolved dispute with a licensed operator may submit a complaint to AADR, provided they have first attempted to resolve the matter directly with the operator through the operator's internal complaints process.

A complaint will only be accepted by AADR if the operator's internal complaints process has been exhausted or if the operator has failed to respond within a reasonable timeframe (typically 8 weeks).

Complaints must be submitted within 12 months of the player becoming aware of the issue giving rise to the dispute.

Complaints must be submitted using AADR's official complaint form, available on this website. All required fields must be completed and supporting documentation must be provided where available.

Upon receipt of a complaint, AADR will issue an acknowledgement within 5 business days and assign a dedicated case manager to the matter.

The complainant may be asked to provide additional information or documentation to support their case. Failure to provide requested information within the specified timeframe may result in the complaint being closed.

AADR will notify the relevant operator of the complaint and request a formal response within 14 calendar days. The operator's response and any supporting evidence will be shared with the complainant.

Both parties will have the opportunity to submit written representations. AADR may request further information from either party at any stage of the investigation.

AADR's case managers will conduct an impartial review of all evidence submitted, applying the applicable regulatory standards and the terms and conditions of the operator's licence.

AADR aims to issue a final decision within 30 calendar days of receiving all necessary information from both parties. Complex cases may take longer; the parties will be informed of any extension.

Decisions are issued in writing and set out the findings of fact, the applicable rules, and the outcome. Where a complaint is upheld, AADR will specify the remedy to be provided by the operator.

AADR's decisions are binding on the operator as a condition of their licence. Players are not bound by AADR's decision and retain the right to pursue other legal remedies.

All information submitted to AADR in connection with a complaint is treated as strictly confidential. Information will only be shared between the parties to the dispute and AADR's case management team.

AADR may publish anonymised summaries of decisions for the purpose of transparency and regulatory reporting, but will not disclose the identity of any complainant without their express consent.

AADR's dispute resolution service is provided free of charge to players. There are no fees payable by complainants at any stage of the process.

Operators are subject to a case handling fee as set out in their agreement with AADR. This fee structure is separate from and does not affect the independence of AADR's decision-making.

AADR reserves the right to amend these Rules of Procedure at any time. Any amendments will be published on this website and will take effect 30 days after publication.

Complaints submitted prior to the effective date of any amendment will be governed by the rules in force at the time of submission.