The standard timelines
Obvious case (24-48 hours): documented API error, clear contradiction, obviously canceled event.
Example: you have an official league screenshot showing "1-2" and our resolution says "2-1". The admin rules within 24 hours.
Standard case (3-7 days): a factual reason that requires verification.
Example: you dispute a wording interpretation. The admin must re-read the event, check the sources, and sometimes contact your opponent. 4-5 days on average.
Complex case (7-14 days): a subjective reason or one requiring an in-depth investigation.
Example: you report potential fraud involving a bettor. Our team must investigate the behavior, analyze the timestamps, verify the sources. Up to 2 weeks.
The steps of the review
Here's the typical process:
- Day 0 - Received: you submit your dispute. You receive a confirmation email and the ticket is created internally.
- Day 0-1 - Preliminary validation: an admin checks that your dispute has a valid reason. If not, it's rejected immediately (and you're notified).
- Day 1-3 - Review: the admin examines your evidence, checks the external sources, and contacts your opponent if necessary to get their side of the story.
- Day 3-7 - Decision: the admin rules. Either the dispute is accepted (resolution revised), or it's rejected (initial resolution upheld).
- Day 7 - Notification: you receive the final decision via push notification + email with the details and the justification.
At every step, you receive a notification: "Your dispute is under review", "Additional information requested from your opponent", "Decision being finalized", etc.
What can extend the timeline
Several factors:
- Dispute volume: we try to keep the average at 7 days, but during major events (World Cup, major elections), volume rises and timelines can stretch.
- Cases involving multiple bettors: if the dispute affects an event with 100+ bets, the review takes longer (each bet has its own situation).
- Unresponsive opponent: if the admin asks your opponent for their side and they don't reply within 5 days, the review continues without them but the overall timeline gets longer.
- Suspected fraud: these cases require an in-depth investigation, sometimes involving external authorities. The timeline can stretch up to 30 days.
While you wait: your bet's status
Throughout the review:
- Your KTK stay in escrow. You can't touch them.
- Your opponent's KTK too.
- The bet's status is DISPUTED (yellow warning icon in the app).
- You receive no winnings or losses until the final decision is made.
Waiting is frustrating, we get it. But it's necessary to guarantee a fair procedure.