Legal Contact and Complaints
This page lists the dedicated contact channels for legal, privacy, security, and complaints matters relating to Midium and explains how the Operator handles complaints.
Operator
Midium is operated by the company that develops and runs the Service ("the Operator"). The registered legal name, registered office address, company-registration number, tax-registration number, and where applicable the regulator and licence number of the Operator are made available on request to legal@midium.live, and where required by law are also displayed in the application.
Dedicated contact channels
| For | Email | | ---------------------------------------------------------------------- | ------------------------------ | | Legal questions, terms-of-service issues, governing-law correspondence | legal@midium.live | | Privacy, data-protection, data-subject requests | privacy@midium.live | | Security vulnerabilities, account take-over, fraud reports | security@midium.live | | Abuse, harassment, impersonation, AUP breaches | abuse@midium.live | | Copyright, trade-mark, and other intellectual-property notices | dmca@midium.live | | Self-exclusion, responsible-gaming questions | responsible-gaming@midium.live | | Customer support, billing, account access | support@midium.live | | Press, partnerships, business development | hello@midium.live | | Appeal of an enforcement decision against your account | appeals@midium.live |
We monitor each address. We do not guarantee a response time outside the dedicated SLA below, but we acknowledge every complaint.
Complaints procedure
We aim to resolve complaints transparently, in good faith, and within reasonable timeframes. The procedure is:
- Submit your complaint to the most relevant address above. Include your account email or username (if any), a clear description of the issue, the dates and times concerned, any relevant screenshots or transaction references, and the outcome you are seeking. If you are writing in a representative capacity, include your authority to act.
- Acknowledgement. We acknowledge receipt within five business days.
- Investigation and substantive response. We investigate and provide a substantive response within 30 days of acknowledgement. For more complex complaints we may extend this period by up to a further 30 days, in which case we will tell you why and when you can expect our response.
- Outcome. Our response will explain our findings, set out any action we have taken or will take, and tell you what further options are available to you if you remain dissatisfied.
If you remain dissatisfied
Depending on your country of residence and the subject-matter of your complaint, you may have the right to escalate to: a data-protection authority (for privacy complaints) — for example, the Information Commissioner's Office in the United Kingdom, the relevant national data-protection authority in any EU member state, the UAE Data Office, the Saudi Data and Artificial Intelligence Authority, or the Turkish Personal Data Protection Authority (KVKK); a consumer-protection authority (for consumer-rights complaints) in your country of residence; a sports-integrity unit (for match-fixing or sports-integrity allegations) — for example, the IBIA, the relevant national sports-integrity body, or the integrity unit of the relevant sports league; a financial-intelligence unit (for money-laundering or sanctions concerns); an app-store provider (for subscription-billing disputes) — Apple via the iTunes refund process, Google via the Google Play refund process; or a competent court in the jurisdiction agreed in our Terms of Service or, where you are a consumer, the courts of your country of residence to the extent provided by mandatory consumer law.
We will provide reasonable assistance in pointing you to the right authority where we can, but we cannot ourselves bring or fund a complaint on your behalf to any external body.
Out-of-court dispute resolution
Where you are a consumer in the European Union, you may use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr to seek out-of-court resolution. We are not, however, obliged to and do not commit to use any particular alternative dispute-resolution body unless required by law.
Languages
We respond to complaints in English. Where local law requires us to respond in another official language we will do so. Otherwise we may use machine-assisted translation in our response and will retain English as the controlling version.
Format and accessibility
If you require this information or our complaints process in an accessible format (for example, large print, screen-reader-compatible plain text, or another language), please tell us in your first message and we will accommodate your request.
Contact
legal@midium.live