Complaints Policy
1. Purpose
YEET is committed to providing a fair, transparent, and efficient process for handling customer complaints.
Players who are dissatisfied with any aspect of our services may submit a complaint in accordance with this policy. We aim to investigate all complaints fairly, promptly, and in accordance with our regulatory obligations.
2. How to Submit a Complaint
As a first step, players must contact Customer Support and provide the following information:
Username and/or User ID;
Full name;
Detailed description of the issue;
Relevant dates and circumstances;
Any supporting evidence, screenshots, or documents.
If you are not satisfied with the response received from our Customer Support team, you may submit a formal complaint providing the above information by email to:
3. Internal Complaint Handling
Upon receipt of a complaint, an assigned representative will investigate the matter by reviewing all relevant information and evidence.
YEET will provide a final written response within 30 calendar days of receiving the complaint.
The final response will include:
A summary of the complaint;
The findings of the investigation;
The decision reached;
Any corrective actions taken, where applicable.
Where additional information is required from the player, the investigation period may be extended until the requested information has been received.
4. Escalation to Alternative Dispute Resolution (ADR)
If a player remains dissatisfied with YEET's final response, or if the complaint has not been resolved within thirty (30) days, the player may refer the dispute to CADRE, an independent Alternative Dispute Resolution (ADR) provider.
5. Filing a Complaint with CADRE
A dispute may be submitted through CADRE's online claim portal:
The player must:
Select Pacific Edge Ltd from the Operator Reference list;
Provide a complete description of the dispute;
Submit all relevant supporting evidence;
Clearly state the remedy sought.
Before accepting a dispute, CADRE will verify with YEET whether the player has completed the internal complaints process.
If the internal complaints process has not been completed, CADRE may decline to consider the complaint and direct the player to first submit the complaint to YEET.
6. ADR Procedure
Players are required to first seek resolution directly with YEET by submitting a complaint to complaints@yeet.com.
Where the dispute has not been resolved to the player's satisfaction within thirty (30) days, or where no final response has been received within that period, the player may submit the dispute to CADRE.
Upon receipt of a complaint, CADRE will determine whether the dispute is admissible in accordance with its rules and procedures.
Where a dispute is accepted, CADRE will:
Request submissions and evidence from both parties;
Review all relevant information;
Consider the applicable Terms and Conditions and governing law;
Issue a written determination.
YEET agrees to cooperate fully with the ADR process and provide any information reasonably requested by CADRE.
7. Outcome
Following completion of its review, CADRE will issue a written determination to both the player and YEET.
Where the complaint is upheld, YEET will implement any binding remedies or corrective actions required under the applicable licence or ADR framework.
Where the complaint is not upheld, the player will be provided with the reasons for the decision.
Participation in the ADR process does not prevent either party from exercising any legal rights that may be available under applicable law, unless otherwise required by the applicable licensing framework.
8. Record Keeping
YEET maintains records of all complaints, investigations, correspondence, and outcomes for the period required by applicable legal and regulatory requirements.
Complaint records are handled confidentially and processed in accordance with YEET's Privacy Policy and applicable data protection legislation.