At VNG Game, we are dedicated to providing an enjoyable and fair gaming experience for all players. In the event of a dispute, we encourage our community to resolve issues in a constructive and amicable manner. This Dispute Resolution Policy outlines the steps players can take to address and resolve disputes effectively.
1. Initial Communication
If you encounter a problem or have a concern regarding our services or games, please reach out to us directly. You can contact our support team through the following channels:
- Phone: 0902476650
- Email: [email protected]
- Address: 139 Võ Văn Kiệt Street, Hòa Long, Bà Rịa, Bà Rịa – Vũng Tàu, Vietnam
2. Submission of Disputes
To facilitate a smooth resolution, please provide the following information when submitting a dispute:
- Your username or account ID
- A detailed description of the issue
- Any relevant screenshots or documentation
- The date and time the issue occurred
3. Response Time
We aim to respond to all inquiries and disputes within 48 hours. Our support team will review the information provided and may reach out for additional details if necessary.
4. Resolution Process
Once your dispute has been submitted, the following process will be followed:
- Investigation: Our team will investigate the issue based on the information provided.
- Resolution: We will provide a resolution or response based on our findings. This may include clarifications, adjustments, or additional support as needed.
- Follow-Up: If the resolution is satisfactory, we will confirm the closure of the dispute. If you are not satisfied, you may request further review.
5. Escalation
If a dispute cannot be resolved through initial communication, you may escalate the issue to a higher level of management within VNG Game. Please provide the details of your previous communications and the outcome you seek.
6. Commitment to Fairness
At VNG Game, we are committed to treating all players fairly and transparently. We value your feedback and strive to improve our services continuously.
7. Amendments
VNG Game reserves the right to amend this Dispute Resolution Policy at any time. Any changes will be communicated through our website.
Thank you for being a part of the VNG Game community. We appreciate your cooperation and understanding as we work together to ensure a positive gaming experience for everyone.