Grievance Redressal Policy

PlayXcrew is an online skill-based gaming tournament platform headquartered in Hyderabad, Telangana, India. We are committed to providing a fair, transparent, and enjoyable gaming experience for every player on our platform.

This Grievance Redressal Policy is established in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, particularly Rule 4(1)(d), which mandates that every significant social media intermediary and online platform designate a Grievance Officer to handle complaints from users in India.

We take all grievances seriously. Every complaint registered through the proper channel is acknowledged, investigated, and addressed within the legally mandated timelines. We believe in resolving disputes through open communication, and we encourage users to reach out before seeking external remedies.

You may raise a grievance with us for any of the following types of issues:

• Account Issues — Unauthorised access, account suspension or ban, login problems, profile discrepancies, or account closure disputes.
• Payment & Withdrawal Disputes — Failed deposits, delayed or denied withdrawals, incorrect prize credits, double deductions, or refund requests.
• Tournament Results — Disputed match outcomes, incorrect score reporting, technical disconnections affecting results, or unfair disqualification.
• Harassment & Misconduct — Verbal abuse, bullying, hate speech, or threatening behaviour by other users within the platform.
• Data Privacy & Security — Suspected data breach, unauthorised use of personal information, or concerns about how your data is processed.
• KYC & Verification Issues — Rejection of documents, delays in KYC approval, or issues with identity verification.
• Content Complaints — Any content on the platform that you believe violates Indian law or our Community Guidelines.
• Technical Malfunctions — Platform bugs, server crashes, or connectivity failures that directly affected your tournament participation or prize eligibility.
• Any Other Concern — Any issue not listed above that you believe requires attention from PlayXcrew.

Follow these steps to ensure your complaint is registered and processed quickly:

1. Compose an email to grievance@playxcrew.com using the subject line format:
   Grievance: [Brief Description of Issue]
2. Include your details: Full name, PlayXcrew username, registered email address, and registered mobile number.
3. Describe the issue clearly: Provide a detailed, factual account of the problem — what happened, when it happened (date and approximate time), and how it affected you.
4. Attach evidence (if any): Screenshots, transaction IDs, match IDs, error messages, or any other supporting documents relevant to your complaint.
5. Submit the email. You will receive an automated acknowledgement within 24 hours confirming your complaint has been received and assigned a reference number.

We adhere strictly to the timelines prescribed under IT Rules 2021:

For complex cases requiring third-party verification (e.g., bank reconciliation, game server logs from partner providers), the investigation may take the full 15 days. In such cases, we will keep you informed of progress via email.

If your grievance is not resolved to your satisfaction within 15 days, or if you believe the resolution was unjust, you may escalate as follows:

• Internal Escalation: Email legal@playxcrew.com with the subject "Escalation: [Your Reference Number]". The matter will be reviewed by senior management.
• Consumer Forum: You may approach the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, having jurisdiction in Hyderabad, Telangana.
• Cyber Crime Reporting: For issues involving fraud, data theft, or criminal cyber activity, you may report to the National Cyber Crime Reporting Portal (cybercrime.gov.in) or call the helpline 1930.
• IT Grievance Appellate Committee: As per the IT Rules 2021, users may also approach the Grievance Appellate Committee established by the Government of India if they are not satisfied with the resolution from our Grievance Officer.

In the event that a grievance escalates into a formal legal dispute that cannot be resolved through our internal process or consumer forums, the following dispute resolution mechanism applies:

• Governing Law: All disputes shall be governed by and construed in accordance with the laws of India.
• Jurisdiction: The courts of Hyderabad, Telangana shall have exclusive jurisdiction over all disputes arising out of or related to PlayXcrew's services, subject to the arbitration clause below.
• Arbitration: Any dispute, controversy, or claim arising out of or relating to these terms, or any breach thereof, shall be settled by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 (and its amendments). The seat and venue of arbitration shall be Hyderabad, Telangana. The arbitration shall be conducted in the English language.
• Arbitrator: A sole arbitrator shall be appointed by mutual agreement of both parties. If parties cannot agree within 15 days, the arbitrator shall be appointed as per the provisions of the Arbitration and Conciliation Act, 1996.
• Language: All arbitration proceedings shall be conducted in English.

• No Frivolous Complaints: Repeated frivolous or vexatious complaints may be flagged, and appropriate action taken in accordance with our Terms of Service.
• Withdrawal: You may withdraw your grievance at any time by emailing the Grievance Officer with your reference number and a withdrawal request.
• Anonymous Complaints: We are unable to investigate complaints submitted without sufficient identifying information. Please always include your username and registered email.
• Policy Updates: This Grievance Redressal Policy may be updated from time to time. Continued use of the platform after changes constitutes acceptance of the updated policy.
• Language: Grievances may be submitted in English or Telugu. We will endeavour to respond in the same language.

For general support queries that do not constitute formal grievances, please email support@playxcrew.com.