Dispute resolution
1. How to submit a complaint
Send your request to support@eorunners.online, stating your login, the date and time of the event, the run identifier, and a description of the problem. The more precise the data, the faster the review.
2. Response times
We acknowledge receipt of a request and provide a first substantive response, as a rule, within 72h. Complex cases may require additional time — we will inform you if so.
3. Evidence base
Disputed run outcomes are checked against provably fair data: the server and client seeds, the nonce, and each floor's rolls are revealed after the run. See "Fair play" (/fairness) and the verification page (/fair) — a run is fully reproducible.
4. Escalation to the regulator
Details of a regulator or alternative dispute resolution body have not yet been published. Contact support for current information and the next steps. For a payment dispute, include the payment number and TXID if a transfer was sent.