Complaints & Disputes Policy

Tournament and scoring disputes are raised from the relevant tournament page in your account. Everything else can be sent to info@projectoche.com.

Tell us your display name, the tournament or registration concerned, what happened, when it happened and what outcome you are looking for. Attach any evidence you have.

We acknowledge complaints as quickly as we can and aim to give a substantive response within 10 business days. Where a matter needs longer, we will tell you and keep you updated.

Use this category for an incorrect score, a match that could not be completed, a no-show by an opponent, a technical failure during play or a suspected fair-play breach.

Raise the dispute from the tournament page within 48 hours after the Provisional Results are published. That 48-hour window is the Review Period: disputes filed inside it are reviewed before the results are finalised. Once a result is final, options are more limited.

Useful evidence: the match and round, the approximate time, any scoring record or screenshots, and any photo or video you already have. Do not fabricate or edit evidence.

An administrator reviews the recorded data and any submitted material, may contact the players involved, and then confirms, corrects or rejects the disputed result. Decisions are recorded in the platform audit log.

Use this category for a restriction, suspension, ban, verified-average decision or eligibility decision you believe is wrong.

Email info@projectoche.com within 14 days of being told the outcome, explaining what you think was missed. Where practical the review is carried out by an administrator who did not take the original decision.

We will confirm whether the decision is upheld, varied or reversed, and why.

Use this category for an amount that does not match the checkout, a registration that was not created correctly, or — once real-money payments are enabled — a failed payment that still created a charge, a duplicate charge or a refund that has not arrived.

Include the tournament, the date and the amount. Real-money payment processing is not yet enabled, so registrations in the current build cannot produce a real charge.

Once real-money payments are enabled, please contact us before raising a chargeback — we can usually resolve it faster. Duplicate charges are refunded in full to the original payment method.

Use this category for a prize you believe is owed, a payout that is Held or delayed, or a payout that has Failed.

Include the tournament and the prize concerned. We will tell you the current payout status and, where the payout is Held, the reason and what is needed to release it.

Payouts affected by an open dispute or fair-play investigation stay Held until that matter is closed. Real-money payouts are not yet enabled; the Prize & Payout Policy explains what applies once they are.

Anything else — including complaints about our communications, the accuracy of information on the site, accessibility, or how we handled a previous complaint.

Send it to info@projectoche.com. If you are not satisfied with our response, you can ask for it to be reviewed once more at management level.

As a consumer in the EU/EEA you keep your statutory rights, including the right to bring a matter before the competent court in your country of residence where the applicable rules give you that right.

We are not currently affiliated with an external alternative dispute resolution body. If we join one, we will name it here.

Data protection complaints can also be made to your national data protection authority, as described in the Privacy Policy.

Knowingly false, abusive or repeated vexatious complaints are a breach of the Fair Play & Anti-Cheating Policy and the Account & Acceptable Use Policy and may lead to sanctions.