DISPUTE RESOLUTION

1.Purpose

This policy establishes the process for handling player complaints, contest outcome disputes, payment disputes, and formal grievances. It ensures that all players have a clear, fair, and timely path to resolution.

2.Scope

This policy covers disputes related to contest outcomes (scoring, placement, prize distribution), payment issues (deposits, withdrawals, refunds, chargebacks), account actions (suspension, termination, KYC rejection), enforcement actions (warnings, suspensions, prize forfeiture), responsible gaming tool issues, and any other complaint about the Platform or its operation.

3.How to Submit a Dispute

3.1Channels

3.2What to Include

To help us investigate your dispute efficiently, please include your display name or the email associated with your account, the contest ID, transaction ID, or date of the issue (as applicable), a description of the problem and what you believe the correct outcome should be, and any supporting evidence (screenshots, transaction confirmations).

You will receive an automated acknowledgment with a dispute reference number within minutes of submission.

4.Dispute Categories and Procedures

4.1Contest Outcome Disputes

When: You believe a contest result is incorrect (wrong score, incorrect placement, missing prize).

Investigation process:

1. Dispute is logged and assigned a reference number.
2. We retrieve the contest record, including the shared game seed (confirming all players had identical grids), all word submissions and their server-side validation results, score calculations per the published scoring rules, and final placements and prize distribution.
3. We verify the server-calculated score matches the published scoring formula.
4. If an error is found: scores are recalculated, placements corrected, and prizes adjusted. All affected players are notified.
5. If no error is found: we provide you with a clear explanation of how your score and placement were determined, referencing the applicable scoring rules.

Timeline: Initial response within 1 business day. Resolution within 3 business days.

4.2Payment Disputes

#### 4.2.1 Deposit Not Credited

When: Your payment was charged but the deposit was not reflected in your wallet.

We will check the transaction status with our payment provider. If the payment was captured but the wallet credit failed, we will manually credit the wallet and notify you. If the payment was not captured, we will advise that no charge occurred and suggest retrying. If the charge is pending, we will advise you to wait for settlement (typically 1–3 business days for card payments, instant for PayPal).

Timeline: Initial response within 1 business day. Resolution within 3 business days.

#### 4.2.2 Withdrawal Delayed

When: Your withdrawal has not arrived within the expected processing window.

We will check the withdrawal status and provide updated timing estimates. If the withdrawal failed, we will investigate the failure reason, initiate a retry, and notify you.

Timeline: Initial response within 1 business day. Resolution within 5 business days (dependent on payment provider processing times).

#### 4.2.3 Refund Requests

When: You request a refund for a deposit.

Refunds are evaluated against the following criteria:

Timeline: Decision within 3 business days. Refund processing within 5–10 business days (dependent on payment provider).

#### 4.2.4 Chargebacks

When: You file a dispute with your bank or card issuer rather than contacting Deku Studios directly.

We strongly encourage you to contact disputes@deku.net before filing a chargeback with your bank. Direct resolution is faster and avoids account consequences.

If a chargeback is filed, we will review the original transaction and your account history, then submit evidence to the payment provider. If the chargeback is upheld by the bank, the amount is deducted from your wallet balance and your account may be suspended until resolved. If the chargeback is reversed in our favor, no further action is needed.

Timeline: Response submitted within 5 business days of notification. Final resolution depends on bank/card network timelines (typically 30–90 days).

4.3Account Action Disputes

When: You dispute a suspension, termination, KYC rejection, or other account action.

Anti-cheat enforcement appeals: Appeals must be submitted to support@deku.net within 14 days of the enforcement action. Your appeal should include your account email, a description of the enforcement action, and any information you believe is relevant.

KYC rejection disputes: If your identity verification was rejected due to document quality, we will advise on how to retry. If you believe the rejection was incorrect, we will escalate to our verification provider for re-evaluation. If suspected fraud, we will explain that the verification cannot be approved and you may provide alternative documentation.

Account suspension/termination appeals: Submit your appeal to disputes@deku.net with your account identifier and explanation. We will review the original enforcement decision, evidence, and your appeal. If the appeal raises new information, we will re-investigate. The decision is communicated to you via email.

Timeline: Response within 3–5 business days. Complex cases may require up to 14 business days.

4.4Responsible Gaming Disputes

When: You have an issue with deposit limits, self-exclusion, or other responsible gaming controls.

If you believe a responsible gaming restriction was applied in error, we will review your account settings and activity log. Self-exclusion removal requests are subject to the 24-hour cooling-off period (this cannot be waived except in documented error cases). Deposit limit issues are reviewed against your limit configuration.

Timeline: Response within 1 business day.

5.Escalation

5.1Internal Escalation

If a dispute cannot be resolved at the initial support level, it is escalated to specialist review (compliance or finance), and then to senior leadership for policy exceptions or final decisions.

5.2External Escalation

If you are unsatisfied with the outcome of the internal dispute process:

Binding Arbitration. As described in the Terms of Service, unresolved disputes are subject to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules.

Small Claims Court. You may pursue claims in small claims court in your jurisdiction as an alternative to arbitration, for claims within the court's jurisdictional limits.

State Consumer Protection Agencies. You may file complaints with your state's consumer protection office or attorney general.

We will cooperate in good faith with any external dispute resolution process.

6.Resolution Outcomes

7.Recordkeeping

All disputes are documented and retained for a minimum of seven (7) years from resolution, including dispute submissions, investigation evidence and findings, resolution decisions, chargeback evidence, and appeal records.

8.Player Protections

8.1No Retaliation

Players will not face adverse account action for filing a good-faith dispute or complaint.

8.2Confidentiality

Dispute investigations may involve reviewing other players' gameplay data. We do not disclose other players' personal information or account details to the disputing player.

8.3Fair Process

All disputes receive a substantive investigation (not a form response). Players are informed of the outcome and the basis for the decision. Players have access to an appeal or escalation path if unsatisfied.

9.Changes to This Policy

We may update this Dispute Resolution Policy from time to time. Material changes will be communicated through the Platform or by email. Your continued use of the Platform after changes are posted constitutes your acceptance of the revised policy.

10.Contact

If you need to submit a dispute or have questions about our dispute resolution process, please contact us:

Disputes: disputes@deku.net

General Support: support@deku.net

Mail: Deku Studios LLC, 418 Broadway #11209, Albany, NY 12207

Website: https://deku.net