Customer Service Channel and Ouvidoria

1. Purpose and scope of this document

This document describes how a bettor reaches jogodobicho: which channels exist, how long we take to reply, how a complaint is recorded and decided, who reviews the decision when the bettor disagrees with it, and what to do when our answer does not resolve the problem.

Customer service is free of charge, provided in Brazilian Portuguese, and operated under the direct responsibility of [to be provided]. No amount is charged to the bettor for requesting information, for filing a complaint, for escalating to the ouvidoria, or for obtaining a copy of the case history.

The rules described here apply to every product offered at jogodobicho.com — fixed-odds betting on real events and online games — and bind jogodobicho towards the bettor. They supplement, and under no circumstance replace or restrict, the rights guaranteed by the Brazilian Consumer Protection Code and by betting legislation.

Legal basis: Lei 14.790/2023 (fixed-odds betting regime and duties of the operating agent) · Lei 13.756/2018 (creation of the fixed-odds betting lottery) · Lei 8.078/1990 (Consumer Protection Code), art. 6, III and VII · Decreto 11.034/2022 (SAC Regulation — customer service) · Portaria SPA/MF nº 1.231/2024 (responsible gambling, bettor rights and service channels)

2. Who answers: identification of the operator

Customer service is provided by the very legal entity authorised to offer betting on this domain, and not by third parties presenting themselves on its behalf. Where a specific step depends on a contracted supplier — payment method, game provider, identity verification — responsibility towards the bettor remains with the operator.

The identification details below are permanently published in the footer of jogodobicho.com and on the operator identification page. If any of them appears as pending on this page, it is because the data has not yet been loaded into the operator record: in that case, it must be demanded before entering into any contract.

• Corporate name: [to be provided]
• CNPJ (Brazilian corporate taxpayer number): [to be provided]
• Registered office: [to be provided]
• SPA/MF authorisation: [to be provided]
• Authorised domain: jogodobicho.com
• Customer service e-mail: [to be provided]
• Ouvidoria e-mail: [to be provided]
• Data protection officer e-mail: [to be provided]

Legal basis: Lei 14.790/2023 (authorisation and identification of the operating agent) · Portaria SPA/MF nº 827/2024 (authorisation to operate the modality) · Portaria SPA/MF nº 1.475/2024 (mandatory use of a .bet.br domain) · Lei 8.078/1990 (Consumer Protection Code), art. 6, III

3. Available channels and hours

We maintain more than one channel for a practical reason: a single channel is a single point of failure, and a bettor with a blocked withdrawal cannot be left depending on a web form working. Every channel below generates a case number and every channel accepts any type of request — none of them is restricted to a single subject.

Deadlines run from the moment the request is recorded, in Brasília time, and continue over weekends where the channel operates continuously. Chat and telephone service is human: an automated assistant may triage, but it cannot be the end point of a complaint.

The official channels are exclusively those published at jogodobicho.com. Social media profiles, messaging groups, telephone numbers and e-mail addresses not listed on that page are not ours, even if they use the brand, the logo or the name of an agent.

• Online chat, inside the account and on the site, 24 hours a day and 7 days a week, with human service.
• E-mail [to be provided], continuously available, with automatic acknowledgement of receipt and a case number.
• Toll-free telephone, whose number is published at jogodobicho.com, with human service for at least 8 hours per business day, Brasília time.
• Contact form at jogodobicho.com, which issues an immediate case number and is answered at the e-mail registered on the account.
• Postal correspondence addressed to [to be provided], accepted for any request, with deadlines counted from the date of receipt.
• Ouvidoria at the e-mail [to be provided], for second instance, under the terms of section 8.

Legal basis: Decreto 11.034/2022 (SAC Regulation) — availability, no charge and human service · Portaria SPA/MF nº 1.231/2024 (bettor service channels) · Portaria SPA/MF nº 1.475/2024 (authorised domain as official channel) · Lei 8.078/1990 (Consumer Protection Code), art. 6, III

4. Who may use the channel and what to have at hand

Anyone may use the channel: a registered bettor, a visitor who has not yet opened an account, a third party wishing to report a practice, and a relative concerned about someone else gambling behaviour. Reports may be filed either identified or anonymously, and the absence of identification does not prevent investigation — it only prevents an individual reply.

For requests concerning a specific account — balance, bet, deposit, withdrawal, documents, limits, closure — we must confirm that the person speaking is the account holder. Without that, customer service would become a route for a third party to discover or move someone else account. That is why we ask for registration details and, in sensitive cases, an additional confirmation through the app or the registered e-mail; we never ask for the password.

On registration, the position is as follows, and it is worth stating plainly: betting with a financial stake requires an open, verified account with confirmed identity, and no money bet is accepted from an unidentified visitor. The demonstration mode — no deposit, no prize, no economic value and no possibility whatsoever of conversion into money — may be used without registration, because it does not constitute a bet in the legal sense: it exists so that a person can get to know the product before deciding whether to open an account.

If you used only the demonstration mode and wish to complain about something — a confusing rule, an advertisement, the operation of the site itself — the channel is equally open to you, with the same deadlines. What changes is that we cannot discuss balance or financial history, because in that mode they do not exist.

Legal basis: Lei 14.790/2023, art. 2 (definitions of fixed-odds bet and of online game) · Lei 14.790/2023, art. 3, II (virtual events of online games as object of a bet) · Portaria SPA/MF nº 1.231/2024 (registration, identification and bettor account) · Lei 9.613/1998 (AML/CFT), art. 10 (customer identification and record keeping)

5. Deadlines for first reply and for resolution

A deadline is only a deadline if it is written down and verifiable. The deadlines below are operator commitments, they run from the moment the case is recorded, and they are measured by the indicators in section 15.

Meeting a deadline does not mean sending a generic reply. A message merely stating that the request is under review does not close the resolution deadline: what closes it is the reasoned answer described in section 6.

Where the case depends on a third party outside our control — payment institution, game provider, certification body, public authority — the extension is granted once only, must be justified in writing, and must be communicated to the bettor before the original deadline expires. A silent extension is a breach.

• Acknowledgement of receipt and case number: immediate, in the same channel through which the request was made.
• First reply with human analysis: within 24 hours for chat and telephone; within 48 hours for e-mail, contact form and postal correspondence.
• Final resolution, with a reasoned written answer: within 7 calendar days, counted from the case number.
• Cases dependent on a third party: a single extension, justified and communicated in advance, capped at 30 calendar days in total.
• Responsible gambling requests (self-exclusion, limits, time-out): handled immediately, not subject to the deadlines above.
• Personal data requests: the LGPD deadlines apply, as described in section 12.

Legal basis: Decreto 11.034/2022 (SAC Regulation) — reply to requests within 7 calendar days · Portaria SPA/MF nº 1.231/2024 (handling and deadlines for bettor requests) · Lei 8.078/1990 (Consumer Protection Code), art. 6, III and VI

6. How a complaint is processed

Every complaint goes through the same stages, in the same order, regardless of which channel it came through and who filed it. The case number is unique and follows the matter from beginning to end: if the request starts in chat and continues by e-mail, the number does not change.

The rule that holds the rest together is that the person who decides is not the person who took part in the conduct complained of. Without that separation, the analysis becomes a confirmation of our own conduct, and the bettor perceives it even when the decision is technically correct.

• Recording — the request generates a unique case number, given at the start of service and valid across all channels.
• Classification — the complaint is classified by subject (payment, bet and outcome, registration and verification, responsible gambling, personal data, advertising, other) and by urgency.
• Investigation — we gather the account history, the bet records, the financial ledger statement and, where the case involves a game outcome, the verification of the draw and of the random number generator.
• Analysis — carried out by a person other than the one who took part in the conduct complained of, with access to the full documentation.
• Reasoned answer — in writing, in the channel chosen by the bettor, stating what was checked, what the conclusion is, what it is based on and what will be done.
• Execution — where the complaint is upheld, the correction is carried out and evidenced to the bettor: credit, refund, limit adjustment, data rectification or correction of the rule applied.
• Closure and reopening — the case is closed with the reasoned answer, and the bettor may reopen it within 30 calendar days, under the same case number, on presenting a new fact or document.

Legal basis: Decreto 11.034/2022 (SAC Regulation) — case number, recording and answer to the consumer · Portaria SPA/MF nº 1.207/2024 (bet records, audit trail and RNG verifiability) · Lei 8.078/1990 (Consumer Protection Code), art. 6, VI

7. Complaints about bets, balance and prize payment

Complaints about money follow their own investigation rule because objective evidence of what happened exists. Every bet is recorded with date, time, amount, market, odds and outcome; every balance movement has a corresponding entry in the financial ledger. The answer to this type of request cites those records — not the impression of whoever handled the call.

Where the dispute concerns the outcome of an online game, the bettor may request verification of the draw. The games are certified by an accredited body and the random number generator is auditable: we disclose the previously committed seed, the outcome produced, and how to check one against the other independently. Disagreeing with an outcome is legitimate; verification exists precisely so that the disagreement can be settled with evidence.

If we find an error on our side, the correction is made on our own initiative and communicated to the bettor, with the amount restored and the entry identifiable in the statement. A correction made without notice is indistinguishable, to the person receiving it, from a concealed error.

Prize payments and withdrawals are made exclusively to an account held by the bettor. If a withdrawal is on hold for identity verification, anti-money-laundering review or legal order, we state the reason, what is missing and the estimated timeframe — except where the law expressly prohibits that communication.

Legal basis: Lei 14.790/2023 (game rules, prize payment and duties of the operating agent) · Portaria SPA/MF nº 1.207/2024 (technical requirements, RNG and audit trail) · Portaria SPA/MF nº 300/2024 (certification by an accredited body) · Lei 9.613/1998 (AML/CFT) and Portaria SPA/MF nº 1.143/2024

8. Ouvidoria: internal second instance

The ouvidoria is the instance a bettor escalates to when disagreeing with the answer given by customer service, or when the deadline in section 5 has passed without an answer. It is not a second customer service desk under another name: it is a review carried out by a separate structure, with the power to overturn the earlier decision.

Access is direct through the e-mail [to be provided], through the dedicated form at jogodobicho.com, or by telephone, quoting the original case number. No special form, no lawyer and no formal justification is required — it is enough to say what you disagree with.

The ouvidoria answers within 10 business days from receipt, extendable once only for an equal period, with a justification communicated to the bettor before expiry. The answer is written, reasoned and final at internal level, and expressly states which external routes remain available, as set out in section 9.

The independence of the ouvidoria is not a statement of intent: it translates into concrete conditions, listed below, which can be verified in an audit.

• It does not report to the commercial, marketing or gaming operations areas, and reports directly to the senior management of [to be provided].
• It has no targets for revenue, bettor retention or reduction of amounts paid out.
• It may overturn a customer service decision and order the correction, without approval from the area complained about.
• It has unrestricted access to bet records, statements, call recordings, system logs and communications related to the case.
• It produces a periodic report on complaints received, recurring root causes and corrective recommendations, submitted to senior management and kept available to SPA/MF.

Legal basis: Portaria SPA/MF nº 1.231/2024 (complaint handling and internal appeal instance) · Decreto 11.034/2022 (SAC Regulation) · Lei 8.078/1990 (Consumer Protection Code), art. 4, V (alternative consumer dispute resolution mechanisms)

9. If our answer does not resolve the matter

The ouvidoria is the last internal instance, not the last instance. If the answer does not resolve the matter, the bettor has external routes, all of them free of charge except litigation in certain circumstances, and none of them requires our authorisation.

Using any of those routes does not require having used our channel first, nor having exhausted the ouvidoria, nor waiting for an internal deadline to expire. Any clause, message or service instruction suggesting otherwise is invalid, and we ask that it be reported to the ouvidoria. Nor do we retaliate: no account is limited, suspended or closed because of a complaint filed with an external body.

• Secretariat of Prizes and Betting of the Ministry of Finance (SPA/MF) — regulator and supervisor of the activity, through the official ouvidoria channels of the Ministry of Finance and the Fala.BR platform.
• The Procon of your state or municipality — consumer protection body, with in-person and electronic service.
• The consumidor.gov.br platform, maintained by the National Consumer Secretariat — where the complaint is public and the supplier answer is recorded and measured.
• The courts — including the Small Claims Courts, which do not require a lawyer in claims of up to twenty minimum wages.
• The National Data Protection Authority (ANPD) — where the request concerns the processing of personal data.

Legal basis: Lei 8.078/1990 (Consumer Protection Code), art. 5 and art. 6, VII (access to administrative and judicial bodies) · Lei 9.099/1995 (Small Claims Courts) · Lei 14.790/2023 (supervisory powers of SPA/MF) · Portaria SPA/MF nº 827/2024 (duties of the authorised operating agent) · Lei 13.709/2018 (LGPD), art. 55-J (powers of the ANPD)

10. Service for people with disabilities

Accessible service is not a separate channel and not a favour: it is the same channel, with the same deadlines, delivered so that a person with a disability can use it on equal terms. Accessible service that answers more slowly is not accessible.

It is enough to state the need at the start of contact, through any channel. We do not require a medical report, proof or prior registration in order to provide accessible service, and information about disability is treated as sensitive personal data, with restricted access.

If an accessibility feature is unavailable at the time, that is recorded as a service failure within the case itself, an equivalent alternative is offered immediately, and the reply deadline is not extended because of the unavailability.

• Service in Libras (Brazilian Sign Language) by video, scheduled for the same business day or the next business day, free of charge.
• Website and account area compatible with screen readers, keyboard navigation, text resizing and adequate contrast.
• Legal documents and service replies in accessible text format, with no text embedded in images.
• Written service (chat, e-mail and contact form) as a full alternative to the telephone, with identical deadlines.
• Extended handling time and queue priority, free of charge, for anyone stating an accessibility need.
• The option of being assisted by a trusted third party, on the account holder authorisation recorded in the case.

Legal basis: Lei 13.146/2015 (Statute of Persons with Disabilities), art. 63 (accessibility of internet sites) · Lei 10.436/2002 (Libras — Brazilian Sign Language) · Lei 10.098/2000 and Decreto 5.296/2004 (general accessibility rules) · Decreto 11.034/2022 (SAC Regulation) — accessibility in consumer service

11. Service on responsible gambling matters

Requests linked to responsible gambling are handled outside the ordinary queue and are not subject to the deadlines in section 5: they are executed on the spot. The reason is simple — someone asking for a time-out is asking at the moment they are able to ask, and a 7-day deadline turns the request into nothing.

The entire service team is expressly prohibited from trying to talk the bettor out of it, from offering any advantage in exchange for withdrawing the request, and from transferring the case to a retention team. Breach is a disciplinary offence and is investigated by the ouvidoria.

Customer service does not diagnose and does not provide treatment. What it does is carry out the measure requested, explain the available options clearly, and point to the public support channels listed on the responsible gambling page at jogodobicho.com.

• Self-exclusion: processed immediately, with no reason required, no waiting period and no retention step of any kind.
• Deposit, loss, session-time or stake limits: applied on the spot where they restrict, and only after the cooling-off period where they increase.
• Temporary time-out: applied immediately, blocking new bets and new deposits for the period chosen.
• Absolute prohibition on offering a bonus, credit, free spin, cashback or any incentive to a person who has requested self-exclusion, a limit or a time-out, and on sending that person marketing communications.
• Account closure on request: processed with no reason required, paying out the available balance through the ordinary means.
• Confidentiality: requests of this nature are accessible only to the staff who need them and are never used for commercial targeting.

Legal basis: Portaria SPA/MF nº 1.231/2024 (responsible gambling, self-exclusion, limits and prevention of compulsive gambling) · Lei 14.790/2023 (measures to prevent gambling disorder) · Portaria SPA/MF nº 615/2024 (advertising and commercial communication) · Lei 8.078/1990 (Consumer Protection Code), art. 39 (abusive practices)

12. Service on personal data matters

Requests concerning personal data — access, correction, portability, erasure, information on sharing, withdrawal of consent — are addressed to the data protection officer at [to be provided], and may also be filed through any of the channels in section 3, which forward them internally.

The applicable deadlines are those of the LGPD and not those of section 5: confirmation that processing exists and access in simplified format, immediately; a clear and complete statement, indicating source, criteria and purpose, within 15 days from the request. Where an erasure request conflicts with a legal retention duty — for example, the records required by anti-money-laundering legislation — we explain which rule applies, exactly what is retained and for how long, rather than refusing the request without grounds.

Security incidents posing relevant risk to data subjects are reported to the National Data Protection Authority and to the affected bettors, in the form and within the deadlines set by the LGPD. The bettor may also complain directly to the ANPD, without going through us.

Legal basis: Lei 13.709/2018 (LGPD), art. 18 (rights of the data subject) · Lei 13.709/2018 (LGPD), art. 19 (form and deadlines for reply) · Lei 13.709/2018 (LGPD), art. 41 (data protection officer) · Lei 13.709/2018 (LGPD), art. 48 (notification of security incidents) · Lei 9.613/1998 (AML/CFT), art. 10 (mandatory record keeping)

13. What customer service never asks for: channel security

The most common fraud against bettors does not attack the system: it attacks customer service, by imitating it. That is why the list below is written as an operator rule and not as generic security advice — if someone asks you for any of these things in the name of jogodobicho, it is not jogodobicho.

No agent, in any circumstance and through any channel, is authorised to ask for the items listed. There is no exception for urgency, for a promotion, for a security check, or for releasing a withdrawal.

If you receive such a contact, forward the record to [to be provided] and, if you have already provided any data, change your password immediately and tell us via chat: we block the account as a precaution and investigate the matter under its own case number.

• The account password, the two-factor verification code, or a code sent by SMS or e-mail.
• A deposit, fee, security payment or charge to release a withdrawal, a prize, a bonus or an account unblock.
• A transfer to an individual bank account, a third-party PIX key, or any means outside the payment channels of your own account.
• Remote access to your computer or phone, or installation of an application sent through a link.
• Contact through profiles, groups, numbers or e-mail addresses not published at jogodobicho.com.
• Payment of a prize into an account held by someone other than the bettor, which is prohibited and will never be proposed by us.

Legal basis: Portaria SPA/MF nº 722/2024 (information security and protection of the betting environment) · Portaria SPA/MF nº 1.143/2024 (AML/CFT — ownership of payment accounts) · Lei 9.613/1998 (AML/CFT) · Lei 8.078/1990 (Consumer Protection Code), art. 39 (abusive practices)

14. Recording and retention of complaints

Every case is recorded in a system with an audit trail: what was said, by whom, when, what was decided and on what grounds. Records cannot be deleted or altered retroactively — corrections are entered as a new record, preserving the previous one.

Telephone calls are recorded and chat conversations are retained, with prior notice at the start of service. Those recordings serve both to investigate the complaint and to allow the bettor to challenge what was said to them.

Access to the case history is a right of the bettor, not a concession. We also make the records available to SPA/MF, to consumer protection bodies and to the courts on request, and to the independent audits required by regulation.

• We keep the case number, the content of the request, the attachments, the decisions and the date of each stage.
• The bettor may request a full copy of the case history, free of charge, delivered within 7 calendar days.
• Retention period: at least 5 years from closure of the case, aligned with the record retention period under anti-money-laundering legislation.
• A longer period where a specific law, a court order, a request from a consumer protection body or a determination of SPA/MF so requires.
• Records are processed in accordance with the privacy policy, with access restricted to the staff who need it and use limited to investigating the request, accounting to the regulator and complying with a legal duty.

Legal basis: Lei 9.613/1998 (AML/CFT), art. 10 (record keeping) · Decreto 11.034/2022 (SAC Regulation) — service records and availability of case history · Portaria SPA/MF nº 1.207/2024 (audit trail and retention of betting system records) · Lei 13.709/2018 (LGPD), art. 6 (purpose, necessity and security) · Lei 12.965/2014 (Internet Civil Framework), art. 15 (retention of application access logs)

15. Indicators reported to the regulator

Customer service performance is measured, and the measurement is reported. A channel that does not measure its own deadlines has no way of knowing whether it complies with this document, and the bettor would have no way of holding it to account.

The indicators below are compiled monthly, retained together with the case database for the period set in section 14, and made available to SPA/MF in the form and at the frequency required by regulation, as well as to independent audits and to consumer protection bodies on request.

The figures are compiled from the complete case database, not from a sample selected by the operation itself. Reclassifying a complaint as a mere enquiry in order to improve an indicator is prohibited conduct and is investigated by the ouvidoria.

• Total volume of requests and of complaints, broken down by entry channel and by subject.
• Average time to first reply and average time to resolution, per channel.
• Percentage of requests resolved within the 7 calendar day deadline, and number of extensions used.
• Complaints per thousand active accounts in the period, so that periods of different volume can be compared.
• Case reopening rate and escalation rate to the ouvidoria, with the outcome of each escalation (upheld, partly upheld, rejected).
• Responsible gambling requests in aggregate figures: self-exclusions, limits applied, time-outs and closures on request.
• Complaints received through Procon, consumidor.gov.br and SPA/MF, with the corresponding resolution rate and average response time.
• Channel unavailability incidents, with duration and the alternative measure adopted.

Legal basis: Lei 14.790/2023 (supervision and provision of information to SPA/MF) · Portaria SPA/MF nº 1.231/2024 (customer service and responsible gambling reporting) · Portaria SPA/MF nº 300/2024 (certification and independent audit) · Portaria SPA/MF nº 827/2024 (duties of the authorised operating agent)

16. Effective date, version and amendments

This document is in the version shown in its header and has been in force since the date stated there. Previous versions remain published and accessible at jogodobicho.com, so that it is possible to know which text applied on a given date — which matters when an old case is in dispute.

Amendments that shorten reply deadlines in favour of the bettor or add channels take effect immediately. Amendments that restrict rights or extend deadlines are notified at least 30 days in advance, by e-mail and by notice in the account area, and do not apply to cases already filed.

In the event of divergence between the Portuguese, Spanish and English versions of this document, the Brazilian Portuguese version prevails, as it is the language of the applicable regulation. Questions about the content of this document itself may be sent to [to be provided] and, at second instance, to [to be provided].

Legal basis: Lei 14.790/2023 (game rules and bettor acceptance) · Lei 8.078/1990 (Consumer Protection Code), art. 46 (prior knowledge of content) and art. 54 (adhesion contracts) · Portaria SPA/MF nº 1.231/2024