How we handle disputed results
If a match result looks wrong, here is what to send us and what happens after you do.
Check the record first
Your match history shows every round you have played, with scores and the resulting balance change. Most surprises are explained there - a round closed early, a score submitted lower than expected, or a fee for a different room.
What to send us
Write to support@joyaccesshub.com with:
- the game and the room
- roughly when the round was played
- what you expected and what you saw
That is enough for us to find the match.
What we look at
We review the stored match record: the round's timing, the scores submitted, the resulting settlement and any automated flags raised at the time.
What happens next
We tell you what the record shows, in plain language. If something went wrong on our side, we correct it and adjust your balance. If the record shows the result stands, we explain why.
Timescales
Most reviews are answered within a couple of working days. Complex cases take longer, and we will keep you updated rather than leave you waiting.