Complaints and Disputes

1. 1Report it

   Use the report button in the match, or Support in the app, within 14 days. You get a reference such as LR-AB12CD.

2. 2We review

   A person checks the full match log (every roll, move and timing), the provably fair record, payments and chat as needed.

3. 3We reply

   You get our answer in the app (and by email). We aim to answer most cases within 3 working days; complex payment cases can take up to 14.

4. 4Escalate

   Not happy? Ask for a second review by a senior team member by writing to [email protected] with your reference.

1. What you can complain about

• a match result, a timeout, a disconnection or a forfeit;
• a player who cheated, colluded or was abusive;
• a deposit, withdrawal, gift, fee or bonus;
• a decision we made about your account (for example a restriction, a voided match or a withheld payout);
• how we handled your personal data;
• anything else about the Service.

2. What to include

• the match id (from your match history or the result screen) or the payment reference from your wallet;
• what happened and when (Kampala time);
• screenshots if you have them;
• what you would like us to do.

For dice disputes, you can check the match yourself first on the dice verifier: a provably fair match shows whether every roll matches the seed committed before the first roll.

3. Where to send it

• In the app: Support (report form or chat).
• Email: [email protected]; withdrawals [email protected]; cheating, fraud or abuse [email protected]; escalations and data requests [email protected].

4. How we decide

We decide on the logged facts and these policies. If we find a fault on our side we put it right: for example we void the match and return stakes, or credit a payment. If we find no fault we explain why. We do not change the result of a match that was played and finished under the rules.

5. If you are still not satisfied

After our final answer you may take the matter to the authorities that apply in Uganda, including the relevant regulator, the Personal Data Protection Office (for data complaints) or the courts of Uganda. This does not affect your rights under Ugandan law.