Legal

Complaints

Last updated: June 22, 2026

If something goes wrong, we want to put it right. This policy explains how to raise a complaint, what to expect from us, our timelines, and how to escalate if you are not satisfied with the outcome.

1. How to submit a complaint

Email us at contact@squareoff.gg. To help us resolve things quickly, please include:

  • your account email or display name;
  • a clear description of the issue and when it happened;
  • any relevant details — match ID, transaction reference, screenshots; and
  • the outcome you are looking for.

For match-settlement or balance errors specifically, please also see the dispute steps and time limit in our Terms of Service.

2. How we handle it

  • We aim to acknowledge your complaint within 2 business days.
  • A member of our team reviews it and may ask you for more information.
  • We aim to give an initial response with proposed resolution steps within 10 business days.
  • If a complaint needs deeper investigation, it may take up to 30 days for a final determination, and we will keep you updated in the meantime.

Our records and server-side game logs (including commit-reveal data) are the primary basis for resolving gameplay disputes.

3. Complaint records

We keep records of complaints for at least five years, kept confidential and accessed only by authorized personnel, in line with our Privacy Policy and applicable law.

4. Escalation and ADR

If you are not satisfied with our resolution, you can ask us to escalate the matter for a further review. Where available, you may also refer the complaint to an alternative dispute resolution (ADR) body or, for online transactions in some regions, an online dispute resolution (ODR) platform where one is available in your country. Nothing in this policy limits your statutory rights or your right to seek remedies through the courts of a competent jurisdiction.

5. Contact

To raise or escalate a complaint, contact us at contact@squareoff.gg.