01Overview
PlayDen operates a grievance redressal mechanism in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and equivalent requirements in other regions we operate in. This policy covers complaints about content, account decisions, tournament conduct, payouts, or any other aspect of using PlayDen — it is separate from, and in addition to, the specific appeal processes described in our other policies.
02Filing a Complaint
You can file a grievance by emailing our Grievance Officer at grievance@getplayden.com, or through our contact page selecting "Grievance" as the topic. Please include your registered account details, a clear description of the issue, the date it occurred, and any supporting evidence (screenshots, transaction IDs, tournament IDs). Complaints about specific content should also include a link or description sufficient to locate that content.
03Response Timeline
We acknowledge every grievance within 24 hours of receipt and aim to resolve it within 15 days, consistent with applicable regulatory timelines. Complaints relating to content that may need to be taken down are acknowledged and actioned on an expedited basis, generally within 72 hours where the complaint clearly identifies unlawful or policy-violating content.
04Resolution Process
Our Grievance Officer reviews the complaint, consults the relevant team (fair-play, payments, moderation, or organizer trust, depending on the issue), and communicates the outcome and reasoning directly to you. Where a grievance reveals a genuine platform issue — a bug, a miscalculated payout, an incorrectly enforced penalty — we correct it and, where appropriate, restore what was affected.
05Appeals
If you're not satisfied with how a grievance was resolved, you may request a further review by replying to the resolution email within 15 days, explaining what you believe was overlooked. Where a grievance concerns a decision that already has its own dedicated appeal process — such as an anti-cheat penalty or a content removal — that policy's appeal process is the primary route, and the grievance mechanism serves as a backstop for concerns that fall outside those specific processes.
06Contact
Grievance Officer — PlayDen (operated by Fractal KX Studio). Email: grievance@getplayden.com. You can also reach us through our contact page for anything that doesn't require the formal grievance process.
Questions about this document? Email legal@getplayden.com or visit our contact page.