Trust, Safety & Fair Play

  • Are penalties automatic?

    Cancel-after-accept is enforced in the match cancel path. Help Centre documents the full matrix (no-show, rage quit, etc.). If a user says a documented penalty didn’t apply, escalate with match ID — some flows are admin/timer assisted.

  • Can I play if I’m banned?

    No new challenges. If they can still deposit/view history, explain ban is on competitive participation; only admins unban.

  • Fair play summary for CS AI

    Play full matches, report scores honestly, upload evidence in disputes, don’t cancel after accept, don’t no-show, don’t rage quit. Repeat abuse → higher penalties and possible ban. Disabled products (tournaments/agents/affiliate) should be described as unavailable, not broken.

  • How do I report misconduct?

    There is no general player-report ticket API for abuse outside matches. For result integrity use match disputes + evidence. For harassment/fraud/account issues, contact support/admin with user IDs, screenshots, and match links.

  • Is win trading / collusion detected automatically?

    There is no dedicated win-trading detector in product. Series Elo-once-per-series reduces farming via Bo3/Bo5 game spam. Suspected collusion → escalate to admin with match IDs.

  • What can get me banned?

    Admin can set isBanned + reason. Banned users cannot create/join/rematch. Wallet/history access may still exist unless further action is taken.

  • What can support do?

    Guide product rules, check statuses, explain fees/penalties, point to dispute upload, escalate bans/KYC/finance approvals to admin. Support should not invent refunds, change Elo, or unlock disputed escrow without admin resolution.

  • What can support NOT do?

    Promise tournament/agent/affiliate access while disabled; bypass withdrawal approval; reverse settled matches without dispute/admin tools; reveal other users’ private data; guarantee Exact crypto confirmation times.

  • What counts as a violation?

    Types include cancel-after-accept, no-show, rage quit, non-reporting, excess disconnects. They accumulate toward repeat-offender status.

  • What is a repeat offender?

    Default: ≥ 3 violations → escalated penalties (+25% wager surcharge to opponent on later penalties) and possible temporary challenge restrictions.