PLAYER ASSISTANCE

CEZA upholds the standards of fair, responsible and safe gaming. The following basic principles of game integrity must be observed by the Licensees in the conduct of interactive gaming operations:

  • Game rules, odds and return-to-player rate(s) must be published in the Licensee’s domain and must be easily accessible to the Player.
  • Player’s winnings are correctly paid by the Licensee.
  • The outcome of RNG-based interactive games are determined by a certified random number generator (RNG) which had gone through and passed external compliance testing confirming that the RNG distributes numbers with sufficient non-predictability, fair distribution and lack of bias to particular outcomes. There must be no human interference in determining the outcome of RNG-based games.
  • The terms and conditions on the use of website, services and promotional offers must be clear-cut and transparent.

Pursuant to Article V Section 44 of the CEZA Interactive Gaming Rules and Regulations , CEZA as the Regulator, shall investigate any complaint submitted to it about a Licensee’s interactive gaming operations. It is the responsibility of the Player to check whether the casino it registers with holds an Interactive Gaming License (IGL) issued by the Cagayan Economic Zone Authority. The Licensee must indicate its IGL Number in the footer of its game website. Otherwise, there is a slim chance in resolving the Player’s and the complaint procedures will not be applicable. It is strongly recommended that the Player must actively seek first the resolve of the dispute directly with the IGL Licensee’s management and/or customer support before filing the complaint with CEZA.

The Interactive Gaming Player Complaint Form is the formal channel enabling players to lodge a complaint against a CEZA IGL Licensee. It must be duly accomplished by the concerned player when filing a complaint against a particular Interactive Gaming Licensee.

  • If the player has a valid issue with an Interactive Gaming Licensee, please describe the problem in HONEST DETAIL.
  • False claims and information will not be tolerated. Do not submit false, misleading or incomplete information.