Responsible Gambling & Complaints

Miki is committed to helping you play responsibly and fully enjoy your gaming experience with us. To support responsible play, we provide a range of customizable tools, including deposit limits, activity history, timeout options, and self-exclusion. These features empower you to stay in control of your gaming activity.

Membership at Miki is exclusively for individuals aged 18 and above. It is strictly prohibited and illegal for anyone under the age of 18 to create an account or engage in gambling activities on our platform.

We conduct age verification checks to ensure that our customers are legally old enough to use our services. We reserve the right to suspend any account and request proof of age documentation if necessary.

We recognize that the internet is readily available in many homes; as a result, we must work together to protect children from underage gambling.

Here are some tips for safeguarding children and young people:

• Keep your username, password, and deposit information secure and out of reach.
• Avoid saving passwords or using autofill features on your computer.
• Use website-blocking software such as NetNanny, GamBlock, and CyberPatrol.

Deposit Limits enable you to set a daily (24-hour), weekly (7-day), or monthly (30-day) limit on the amount you can deposit.

If you choose to decrease your limit, the change takes effect immediately. If you choose to increase it, a cooling-off period applies before the new limit takes effect, allowing you to cancel the increase if you have changed your mind.

The Time-Out feature allows you to temporarily suspend your account if you feel you need a short break from gambling. Once confirmed, you will not be able to log into your account until the selected period has ended.

You can manage this setting and view the available options directly within your Responsible Gambling settings in your account.

If you need a longer break, Miki offers a Self-Exclusion option. Once confirmed, your account will remain closed for the chosen period and cannot be accessed until it has fully expired.

You can find and manage the available Self-Exclusion periods in your Responsible Gambling settings in your account.

You can view your Miki activity history in your account settings, including deposits, withdrawals, and gaming activity. Regularly reviewing your activity can help you stay in control of your play and manage your budget.

It’s important to check in with yourself from time to time and make sure your gambling stays fun and within healthy limits. You can use these short self-assessments to help you reflect on your habits and spot any signs that gambling might be becoming a problem.

A well-known test is the Gamblers Anonymous 20 Questions, which you can take by clicking here.

You can also try the “CAGE” Questionnaire below. It only takes a minute:

• C – Cut Down: Have you ever felt you should cut down on your gambling?
• A – Annoyed: Have people annoyed you by criticizing your gambling?
• G – Guilty: Have you ever felt guilty about your gambling?
• E – Eye-Opener: Have you ever gambled first thing in the morning to calm yourself or recover from losses?

How to read your answers:

• 0 “Yes” answers: You’re likely at low risk for gambling problems.
• 1 “Yes” answer: You may be at some risk — consider reflecting on your habits or setting limits.
• 2 or more “Yes” answers: You may be at high risk — it’s a good idea to take a break, use our responsible gambling tools, or reach out for support.

If you ever feel that gambling is no longer enjoyable or starts to cause worry, please visit the Responsible Gambling section in your account to explore the available tools or contact our support team for help.

- GamCare – www.gamcare.org.uk – info@gamcare.org.uk

- Gambling Therapy – www.gamblingtherapy.org – support@gamblingtherapy.org

- Gamblers Anonymous – www.gamblersanonymous.org.uk – info@gamblersanonymous.org.uk

At Miki, we aim to provide a fair and transparent experience at all times. If you are not satisfied with any aspect of our service, you have the right to raise a complaint and have it reviewed.

You can always reach our Customer Support team via live chat or email for assistance with any issue. We encourage you to contact support first, as many matters can be resolved quickly.

If you would like to submit a formal complaint, please send an email from your registered email address to our Customer Support email, support@miki.com, and include "Complaint" in the subject line so it can be handled accordingly.

To help us investigate your case efficiently, please include:

• Your full name and username
• Your residential address and country of residence
• A clear description of the issue
• Relevant dates and times
• Any supporting evidence (e.g. screenshots or transaction details)

Complaints must be submitted within 6 months of the incident giving rise to the complaint.

Once your complaint is received:

• We will acknowledge it within a reasonable timeframe
• Your case will be reviewed by the appropriate team
• You will receive a written response with the outcome and explanation

Responsible Gambling-related complaints are handled with priority and are typically resolved faster.

If you are not satisfied with our final response, you may escalate your complaint to an independent Alternative Dispute Resolution (ADR) provider.

Our appointed ADR provider is CADRE, which offers a free of charge alternative dispute resolution service.

You can submit your complaint here: https://cadre.online/file-a-claim-international/

Please note that you may be required to show that you have already completed our internal complaints process before submitting a case to ADR.

Miki operates under a Curaçao license. While the Curaçao Gaming Authority (CGA) does not resolve individual disputes, you have the right to contact them regarding regulatory concerns or potential breaches.