Dispute Resolution
This page explains how to raise concerns or disputes about your experience on EZFlip and how we handle them.
Our Approach
We are committed to:
- Fair and transparent dispute resolution
- Timely responses to player concerns
- Thorough investigation of issues
- Clear communication throughout the process
Types of Disputes
Game Disputes
- Incorrect game outcomes
- Technical issues during play
- Bet settlement questions
- Provably fair concerns
Transaction Disputes
- Missing deposits
- Withdrawal delays
- Incorrect balances
- Transaction errors
Account Disputes
- Access issues
- Verification problems
- Bonus disputes
- Account restrictions
General Complaints
- Customer service issues
- Platform functionality
- Policy concerns
How to File a Dispute
Step 1: Gather Information
Before contacting us, collect:
- Your wallet address
- Date and time of the issue
- Transaction IDs (if applicable)
- Game round IDs (if applicable)
- Screenshots or recordings
- Detailed description of the problem
Step 2: Contact Support
Reach out through our official channels:
| Channel | Best For |
|---|---|
| Discord | Fastest response, most issues |
| Twitter DM | Alternative contact method |
When contacting us:
- Be clear and specific
- Provide all relevant information
- Remain respectful
- Allow time for investigation
Step 3: Await Response
- Initial response: Within 24 hours
- Investigation: Varies by complexity
- Resolution: As quickly as possible
Investigation Process
1. Acknowledgment
We'll confirm receipt of your dispute and provide a reference number.
2. Review
Our team will:
- Review the information provided
- Check transaction/game logs
- Verify blockchain data
- Examine relevant system records
3. Investigation
Depending on the dispute:
- Technical review of game data
- Transaction tracing
- Provably fair verification
- Policy review
4. Response
We'll provide:
- Findings of the investigation
- Explanation of the decision
- Any corrective action taken
- Next steps if applicable
5. Resolution
If the dispute is in your favor:
- Account credited
- Issue corrected
- Appropriate compensation (if applicable)
Provably Fair Disputes
For game outcome disputes:
-
Self-Verification First
- Use the provably fair tools
- Verify the game yourself
- Compare with expected results
-
Third-Party Verification
- Use external tools to verify
- Share your verification with us
-
Our Review
- We'll independently verify
- Blockchain data is immutable
- Mathematical proof is provided
Game outcomes are determined cryptographically. If the provably fair verification confirms the result, the outcome stands.
Timeline Expectations
| Stage | Expected Duration |
|---|---|
| Initial Response | 24 hours |
| Simple Issues | 1-3 business days |
| Complex Issues | 3-7 business days |
| Technical Investigation | Up to 14 days |
| Escalated Cases | May take longer |
Escalation
If you're not satisfied with the initial resolution:
Internal Escalation
- Request escalation to a senior team member
- Provide reasons for escalation
- Allow additional time for review
External Options
If internal resolution fails, you may consider:
- Mediation services
- Industry dispute resolution bodies
- Legal options (as a last resort)
We encourage resolving disputes through our process, but respect your right to external recourse.
Best Practices
For Faster Resolution
✅ Provide complete information upfront
✅ Include relevant transaction/game IDs
✅ Attach screenshots or evidence
✅ Be clear about the desired outcome
✅ Respond promptly to follow-up questions
What to Avoid
❌ Submitting multiple tickets for the same issue
❌ Abusive or threatening language
❌ Making false claims
❌ Disputing verified provably fair outcomes
Limitation of Claims
Please note:
- Disputes must be raised within a reasonable timeframe (typically 30 days)
- We cannot address issues from years past
- Evidence becomes harder to retrieve over time
- Prompt reporting helps us help you
Contact Information
| Channel | Link |
|---|---|
| Discord | discord.gg/ezflip |
| @ezflipgg |
FAQ
How long do I have to file a dispute?
We recommend filing within 30 days of the issue occurring.
What if I lose a dispute?
We'll explain the reasoning. You may request escalation or seek external resolution.
Can I dispute a provably fair outcome?
You can request verification, but mathematically verified outcomes stand.
Will I be penalized for filing disputes?
No. Legitimate disputes are welcomed. However, repeated frivolous claims may be flagged.
What if there's a bug in a game?
We investigate all technical issues. If a bug affected you, appropriate action will be taken.
We're committed to fair resolution of all disputes. Thank you for helping us maintain a trustworthy platform.