Fair Play, Disputes & Payouts

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1. Fair-play commitment

Tsoro is a game of skill. We operate an anti-collusion and fair-play program: automated heuristics screen settled matches for multi-accounting (same device/IP), coordinated play (mirror openings), result-dumping, and engine assistance. Flags are reviewed by our compliance team. Confirmed abuse results in forfeiture of winnings, account suspension, and where required, reporting to relevant authorities.

Disputes must be filed within 7 days of the match. We aim to resolve within 14 days. Outcomes: uphold, adjust (refund/credit), or deny with written reasons.

2. Dispute procedure

If you believe a match result, payout, or fee was handled incorrectly, file a dispute right here — pick the finished match, describe the problem, and optionally attach an evidence reference. Filings are deduplicated per match and land in the review team's queue directly (no support inbox required).

For urgent or unresolved matters, contact support@tsoro.example.

3. Refunds

• Unplayed entry fees (match cancelled/abandoned before any move) are refunded in full to your wallet automatically.
• Failed withdrawals are reversed to your wallet automatically; you will not be double-charged.
• Disputed results found in your favour are credited or refunded per section 2.
• Entry fees for completed matches are not refundable — the winner takes the prize pool minus the service fee.

4. Prize fulfilment

Prizes are credited to your wallet immediately on settlement. Withdrawals require verified identity (KYC), a cleared sanctions screen, and (for payouts of US$2,000 or more) a source-of-funds check. Payouts are made to the verified payment method on your account; we do not pay third-party numbers.

5. Responsible gaming

Set deposit limits, loss limits, cool-off periods, and self-exclusion any time from your Account. Need help? Use the self-exclusion tool or contact a responsible-gaming helpline in your jurisdiction.

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