- We will only recover play data if we can verify the identity of the person requesting it.
- If the verification requirements are not met, we may decline to provide assistance. Please note that we do not disclose the verification criteria.
- We will only investigate inquiries made by the original account holder upon verification.
- We do not accept inquiries made by a representative on behalf of the account holder. Please have the account holder contact us directly if there is an issue with their play data.
- If false information or another person's information is provided, we will take appropriate action.
- We will only reply to the email address used to make the inquiry.
- If multiple inquiries are made from different email addresses, we may not be able to verify the identity of the account holder.
- It may take up to a week to receive a response to your inquiry.
- We do not provide updates on the status of your inquiry or on response times.
- We do not provide compensation for events or campaigns that have already ended.
- We cannot provide login bonuses or claim gifts that have expired during the period that support is being provided.
- We do not offer support in languages other than English.
- We do not offer support over the phone.