DISPUTE RESOLUTION
1. Purpose
This Dispute Resolution Policy outlines the procedure for resolving complaints or disputes arising from use of the Cashhouse platform.
By using the Platform, users agree to resolve disputes in accordance with this Policy.
2. Initial Complaint Procedure
2.1 Users must first contact Cashhouse Support in writing at the designated support email within 14 days of the event giving rise to the dispute.
2.2 The complaint must include:
• Full name and registered email
• Username
• Description of the issue
• Relevant tournament ID (if applicable)
• Supporting evidence
2.3 Cashhouse will acknowledge receipt within a reasonable timeframe and investigate the matter.
3. Internal Review Process
3.1 Cashhouse will conduct an internal review of:
• Gameplay logs
• Server data
• Financial transactions
• System performance logs
3.2 The platform’s recorded data shall be considered final and authoritative evidence in determining tournament outcomes.
3.3 Cashhouse aims to resolve disputes within 14–30 business days, depending on complexity.
4. Leaderboard & Gameplay Decisions
4.1 Tournament rankings are determined by the platform’s automated scoring systems.
4.2 In the event of suspected error or misconduct, Cashhouse reserves the right to:
• Adjust rankings
• Disqualify players
• Recalculate results
• Void affected entries
4.3 All decisions made after internal review are final unless otherwise required by law.
5. Financial Disputes
5.1 Payment disputes must be raised before initiating chargebacks.
5.2 Initiating fraudulent chargebacks may result in:
• Immediate account suspension
• Permanent account closure
• Reporting to payment processors
5.3 Cashhouse reserves the right to recover administrative and chargeback fees where permitted by law.
6. Arbitration & Jurisdiction
6.1 If a dispute cannot be resolved internally, it shall be governed by the laws of Malta.
6.2 Any legal proceedings must be brought exclusively before the courts of Malta.
6.3 Users agree not to participate in class actions against Cashhouse where permitted by law.
7. Good Faith Requirement
Users agree to engage in dispute resolution in good faith and not abuse the process.