EvoRummy is committed to fair and transparent dispute resolution. This policy outlines our procedures for handling player disputes, investigation processes, and resolution timelines.
This policy covers disputes related to gameplay, withdrawals, account issues, and other services provided by EvoRummy. Our comprehensive dispute management system is designed to address all aspects of player concerns efficiently and fairly.
Our dispute management policy encompasses a wide range of issues that players may encounter:
EvoRummy is committed to maintaining a fair and transparent gaming environment. Our dispute resolution process applies equally to all players, regardless of their playing frequency or account status.
While we strive to address all player concerns, certain matters fall outside the scope of this dispute policy:
If you're unsure whether your concern falls within our dispute management scope, please contact our support team for guidance.
Players must report disputes via email or through our live chat feature. To ensure efficient resolution, please include all relevant details about your dispute.
Report your dispute through our official channels:
Include the following information in your dispute report:
Attach any relevant evidence to support your claim:
Important: Disputes should be reported within 72 hours of the incident. While we may consider issues reported after this timeframe, timely reporting ensures we have access to all relevant logs and data necessary for a thorough investigation.
After submitting your dispute, you will receive an acknowledgment with a unique reference number. This reference number should be used in all future communications regarding your dispute.
EvoRummy takes every dispute seriously and conducts a thorough investigation to ensure fair resolution. Our investigation process is designed to be comprehensive, impartial, and transparent.
You'll receive an acknowledgment within 24 hours of submitting your dispute. This confirmation will include a unique dispute reference number that you should use in all future communications about this case.
Our dedicated dispute resolution team will gather all relevant information related to your case, including:
We may contact you for additional details or clarification if needed. This step ensures we have a complete understanding of the issue from your perspective and allows you to provide any additional information that might be relevant.
Our dispute resolution team will evaluate all evidence according to our terms and fair play policies. Each case is reviewed on its own merits, with consideration for relevant precedents and industry best practices.
During the investigation, if the dispute involves significant financial implications or account security, we may temporarily freeze the affected account functionality until resolution. This precautionary measure is implemented to protect both the player and the platform.
All information provided during a dispute investigation is treated with strict confidentiality. We only share relevant details with team members directly involved in resolving your case.
EvoRummy is committed to resolving disputes in a timely manner. While the complexity of each case may vary, we adhere to the following resolution timelines to ensure efficient handling of all disputes.
Different types of disputes require different investigation procedures and timelines:
For disputes requiring extensive investigation or involving third parties (payment processors, etc.), resolution may take longer than the standard timeframe. In such cases, we will keep you informed about the progress of your dispute.
We understand the importance of keeping you informed throughout the dispute resolution process:
After completing a thorough investigation, EvoRummy will provide a final decision on your dispute. All decisions are made with careful consideration of the evidence, our terms of service, and industry best practices.
All dispute resolutions are based on:
Each decision includes a detailed explanation of the rationale behind the resolution, ensuring transparency in our dispute management process.
Depending on the nature and findings of your dispute, resolutions may include:
The decision made by EvoRummy's management will be final and binding. Players will be notified of the outcome via email to their registered email address. A detailed explanation of the decision will be provided, including the evidence considered and the reasoning behind the resolution.
Once a decision has been made, any actions required as part of the resolution will be implemented within 2 business days. You will receive confirmation once all aspects of the resolution have been completed.
If you are unsatisfied with the resolution provided, EvoRummy offers an escalation process to ensure all disputes are handled to the highest standards of fairness.
If you believe there's been an oversight in the resolution of your dispute, you may request a review of the decision within 7 days of receiving the resolution. Your request should include:
Any reconsideration request must include new evidence or highlight specific aspects that may have been overlooked in the initial investigation. Simply disagreeing with the outcome without new information is unlikely to result in a different decision.
Reconsideration requests are handled by senior management who were not involved in the original decision. This ensures a fresh perspective and impartial review of your case.
If you remain unsatisfied after the reconsideration process, you may escalate to the relevant regulatory authority with jurisdiction over our operations. We will provide you with the necessary information about our licensing authority and how to submit your complaint.
Reconsideration requests are typically processed within 5 business days. The decision following reconsideration will be final and no further internal reviews will be conducted for the same dispute.
At EvoRummy, we believe preventing disputes is as important as resolving them. By following these best practices, you can minimize the risk of encountering issues during your gaming experience.
Familiarize yourself with our game rules and terms of service before playing. Understanding how games work and what to expect can prevent misunderstandings.
Play on a stable internet connection to avoid disconnection issues. Mobile data connections can be unreliable during gameplay.
Take screenshots of important transactions or game outcomes as a record. These can be valuable evidence if a dispute arises.
Never share your account credentials and use secure payment methods. Protecting your account information prevents unauthorized access.
Our dedicated support team is available round the clock to assist you with any issues or concerns before they become disputes. We encourage players to reach out at the first sign of any problem, as many issues can be resolved immediately with proper assistance.
Fair Resolution Guarantee: We are committed to fair and unbiased resolution of all disputes, placing player satisfaction at the core of our business. Our transparent approach to dispute management reflects our dedication to providing a trustworthy gaming environment.