Filing a Complaint With Pulsz

Because Pulsz operates as a social casino under promotional sweepstakes rules, there is no gambling regulator to escalate to in the way an offshore real-money operator might use the Curacao desk. Instead, disputes follow a three-step path: support ticket, internal review and binding arbitration under the Terms. Each step has a defined deadline and a clear documentation requirement.

Step 1: Open a Support Ticket

Every complaint starts as a support ticket so a trail exists. Include the registered email, your username, the exact date and time, the dollar amount or Sweeps Coin total involved, and a screenshot of the screen where the issue occurred. Tickets with all five items get a first reply within 72 hours; tickets missing them usually loop into clarifying questions and add days. Phone is appropriate when the issue is time-sensitive — for example a stuck redemption — but you will still receive a written ticket reference to follow up.

Step 2: Request Internal Review

If the first reply does not resolve the matter, ask in writing for an internal review. The phrase "I am requesting an internal review under your complaints policy" is enough; you do not need legal language. A different team member then takes the file, with access to logs the first agent cannot see (transaction history, KYC notes, game session data). Internal review has a 14-day target turnaround. Keep the original ticket open and reply in the same thread — opening a second ticket resets the queue position.

Step 3: Binding Arbitration

Unresolved complaints after the internal review go to binding arbitration under the Pulsz Terms. The forum is the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Filing fees are capped per AAA rules, and most disputes are decided on documents without an in-person hearing. The Pulsz Terms include a waiver of class actions, so disputes are individual. If the amount in dispute is small, the Terms also permit small claims court in the player's state of residence as an alternative to arbitration.

Timing and Documentation

Keep originals of every screenshot, email, transaction confirmation and KYC submission for at least 12 months. Most arbitration claims are decided within 90 to 120 days of filing. If the dispute concerns a redemption, include the redemption ID; if it concerns a Gold Coin package purchase, include the bank statement descriptor. Documentation quality is the single biggest predictor of outcome.

External Resources

For consumer concerns outside the dispute itself — for example data privacy or unsolicited marketing — state Attorney General offices accept complaints from residents. Player safety resources are listed on our responsible social gaming page. The full dispute clause sits in the terms, and contact details are on the contact page.

21+. Pulsz is a social casino for entertainment only — no real-money gambling, no purchase necessary to play or to win prizes. Set purchase limits, take a cooldown, or self-exclude inside My Account. Free, confidential help: ncpgambling.org or call 1-800-GAMBLER. Operated by Yellow Social Interactive Limited, Gibraltar.