To ensure our support team can assist you as quickly and effectively as possible, please make sure your ticket includes the following information:
Your in-game username, this allows us to immediately identify your account.
The exact Game ID – this is absolutely required. Every game round has a unique ID, and without it we cannot properly review or verify what happened. Please copy/paste the Game ID when submitting your ticket.
Detailed description of the issue – the more information you provide, the faster we can investigate. Helpful details include:
Profit & Loss (PNL) screenshots
Exact date and timestamps of when the issue occurred
Any relevant context that might help us understand the situation
Refund requests due to bugs – in order for a refund to be considered, we must be able to fully replicate the issue and fix it in our system. Screen recordings are extremely useful and greatly increase the chance of a faster resolution.
Connection issues – please note that we do not process refunds for individual connection problems unless it can be verified that the issue affected all players in the round.