Dispute Management Policy

At Eco Rummy, we are committed to providing a fair, transparent, and enjoyable gaming experience for all our users. Despite our best efforts, disputes may occasionally arise. This Dispute Management Policy outlines our approach to handling and resolving such disputes efficiently and fairly.

Our dispute resolution process is designed with the following principles:

• Fairness: All disputes are addressed with impartiality and without bias.
• Transparency: Our processes and decisions are communicated clearly to all parties involved.
• Efficiency: We aim to resolve disputes promptly to minimize disruption to your gaming experience.
• Respect: All communications and interactions are conducted with courtesy and respect.

This policy applies to all users of the Eco Rummy platform and covers disputes related to gameplay, account management, payments, and other aspects of our service.

Our dispute resolution system is equipped to handle various types of concerns, including but not limited to:

For disputes related to gameplay, our approach includes:

• Log Analysis: We maintain detailed logs of all games played on our platform. These logs record every action taken during a game, allowing us to reconstruct the exact sequence of events in case of a dispute.
• Technical Verification: Our technical team verifies whether any system errors or connectivity issues may have affected the game outcome.
• Fair Play Review: We assess whether all players adhered to our fair play policies during the disputed game.
• Resolution Criteria: Decisions are based on objective evidence from our system logs and the specific circumstances of each case.

For disputes related to payments, deposits, withdrawals, or account balance, we follow these procedures:

• Transaction Verification: We review our payment gateway logs and banking records to verify the details of the transaction in question.
• Documentation: Users may be required to provide supporting documentation, such as bank statements or payment receipts, to help resolve the dispute.
• Resolution Timeline: Payment disputes are typically resolved within 7-10 business days, depending on the complexity and the responsiveness of third-party payment processors.

We take fair play very seriously and have robust systems in place to detect and prevent unfair practices. For disputes related to fair play violations:

• Detection Systems: We use advanced algorithms and monitoring systems to detect patterns that may indicate unfair play or collusion.
• Investigation Process: Reports of unfair play undergo thorough investigation, including review of gameplay patterns, communication between players, and historical gameplay data.
• Actions Taken: If violations are confirmed, actions may include warnings, temporary suspension, permanent account termination, and/or forfeiture of winnings, depending on the severity and frequency of the violation.

We are committed to resolving disputes in a timely manner. Our standard response times are:

These timeframes may vary depending on the complexity of the dispute, the responsiveness of the parties involved, and the need for additional information or third-party verification.

We respect your privacy and maintain strict confidentiality regarding all dispute-related communications and information:

• Access Control: Only authorized personnel involved in resolving your dispute will have access to the details and communications related to your case.
• Data Protection: All dispute-related information is stored securely in accordance with our Privacy Policy and applicable data protection laws.
• Disclosure Limitations: We do not disclose the details of disputes or their resolutions to third parties, except where required by law or with your explicit consent.

While we strive to resolve all disputes through our internal processes, we recognize your right to pursue legal remedies if you remain dissatisfied with our resolution:

• Jurisdiction: Any legal proceedings arising from disputes related to our services shall be subject to the jurisdiction of the courts in New Delhi, India.
• Governing Law: All disputes shall be governed by the laws of India.
• Arbitration: In some cases, disputes may be resolved through arbitration as specified in our Terms of Service.

To submit a dispute or for any questions regarding our Dispute Management Policy, please contact us through any of the following channels:

This Dispute Management Policy may be updated periodically to reflect changes in our practices, legal requirements, or service improvements:

• Notification: Significant changes to this policy will be communicated to users through email notifications and/or in-app announcements.
• Effective Date: Any updates to this policy will include an effective date, and the updated policy will apply to disputes submitted after that date.
• Archive Access: Previous versions of this policy are available upon request by contacting our support team.