Formal Complaint Form

Operated by visionx.games — Licence — Last updated: May 14, 2026

Prefer the offline form? Download the official PDF, complete it and email to complaints@visionx.games.

Before completing this form

Please complete this form only if your issue has not been resolved by our Customer Support team at support@visionx.games or via the in-site Chat Support Widget. On receipt of a completed form you will be issued with a unique complaint reference number.

Standard complaints — acknowledged within 7 calendar days; resolved within 4 weeks.
Responsible-gaming complaints — prioritised and acknowledged within 2 calendar days.

Complaints must be submitted within six (6) months of the date of the incident or the settlement of the bet/transaction giving rise to the complaint. Submissions outside this period may be considered inadmissible, unless applicable law or regulatory obligations require otherwise.

Thank you. Your complaint has been received.
Your unique reference number is:
Please keep this reference for your records. We will acknowledge your complaint within (7 calendar days for standard complaints, 2 calendar days for Responsible Gaming matters).

We could not submit your complaint at this time. Please try again, or email complaints@visionx.games directly with the details below.

1. Player Information

Full Name (as registered)*

Account ID / Username*

Date of Birth*

Registered Email*

Contact Telephone (optional)

Country of Residence*

Primary Account Currency

2. Complaint Type

Please choose the option that best describes your complaint. Responsible-gaming complaints are prioritised.

Standard complaint — account, bet settlement, withdrawal, bonus, etc. Responsible-gaming complaint — self-exclusion, deposit limits, addiction-related concerns. Payments — deposit, withdrawal, chargeback or fiat transaction. KYC / Verification Other — please specify in Section 4 below.

3. Incident Details

Date of Incident / Bet Settlement*

Transaction / Bet / Game Reference

Amount in Dispute (if any) & Currency

Date First Raised with Customer Support

4. Description of Complaint

Please describe what happened, in your own words*

5. Outcome You Are Seeking

What resolution are you asking us to provide?*

6. Supporting Documents

Attach any documents that support your complaint (screenshots, transaction hashes, chat-support transcripts, emails). You may also send attachments directly to complaints@visionx.games quoting your name and account ID.

Files (optional)

Max 5 files, 10 MB each.

List of Attached Documents (optional)

7. Declaration

I confirm that the information provided in this form is true, accurate, and complete to the best of my knowledge. I understand that the matter will be handled in accordance with Clause 9 of the Vision X Terms & Conditions, and that I may escalate the matter to Resolvo Curaçao (the independent ADR provider) at www.resolvocuracao.com if I am not satisfied with the outcome.

Signed (Name in Full)*

Date*

I consent to visionx.games processing the information provided for the purpose of investigating my complaint, in accordance with the Privacy Policy.*

Free of charge. On receipt of this form you will be issued a unique complaint reference number by email within the timelines stated above.

Escalation to Alternative Dispute Resolution (ADR)

If your complaint is not resolved through our internal procedure (Clauses 9.1–9.3 of the Terms & Conditions), or if you have not received a final response within four (4) weeks, you have the right to escalate to our independent ADR provider, free of charge.

Resolvo Curaçao

Website: www.resolvocuracao.com

Email: info@resolvocuracao.com

Languages: English, French, German, Spanish

Cost: Free of charge to players

When submitting to Resolvo Curaçao you will need to provide evidence that you have first followed our internal complaints procedure and the matter remains unresolved (or that the four-week response period has elapsed). Full procedural rules at www.resolvocuracao.com.

Regulatory escalation

Nothing in this procedure restricts your right to seek any other remedy available to you under applicable law.

Contact

Customer Support: support@visionx.games
Complaints Team: complaints@visionx.games
Postal address: visionx.games.