Player Dispute Resolution Procedure

Internal Controls / Compliance

Document Information

Field	Detail
Document Name	Player Dispute Resolution Procedure
Version	1.0
Effective Date	__________, 2026
Owner	Sandman Sports, LLC
Classification	Internal Controls / Compliance

I. Purpose

Sandman Sports, LLC (“Sandman”) is committed to resolving all player disputes fairly, consistently, promptly, and in accordance with applicable laws and regulations. This procedure establishes the process for receiving, investigating, resolving, documenting, and retaining records relating to player disputes arising from the use of the Sandman platform.

II. Scope

This procedure applies to any dispute submitted by a registered player relating to, including but not limited to:

Contest entries
Contest scoring
Contest results
Prize awards
Deposits
Withdrawals
Account balances
Identity verification
Promotional offers
Bonus credits
Responsible gaming restrictions
Account suspensions or closures
Any other issue related to a player's account or participation on the platform

III. Submission of a Player Dispute

Players may submit disputes by contacting Sandman Customer Support through the contact information provided on the platform.

A dispute should include, whenever possible:

Player name
Username
Email address associated with the account
Date of the incident
Contest name (if applicable)
Description of the dispute
Any supporting documentation or screenshots

Sandman may request additional information necessary to investigate the matter.

IV. Acknowledgement

Sandman will acknowledge receipt of a player dispute within two (2) business days whenever reasonably practicable.

If additional information is required before an investigation can begin, Sandman will notify the player accordingly.

V. Investigation

Each dispute shall be reviewed by authorized Sandman personnel. Depending upon the nature of the dispute, the investigation may include review of:

Account activity logs
Contest entry records
Contest scoring
Official sports statistics
Geolocation records
Identity verification records
Payment records
Audit logs
Internal system logs
Applicable House Rules
Platform Terms and Conditions
Applicable laws and regulations

Sandman may consult with third-party service providers when necessary to investigate payment processing, geolocation, identity verification, or other technical matters.

VI. Resolution

Following completion of the investigation, Sandman shall issue a written decision to the player explaining the outcome.

Sandman shall issue a written decision within ten (10) business days of receiving all information necessary to complete the investigation. Where a dispute requires additional time, Sandman shall notify the player of the delay and the anticipated timeframe for resolution.

Where appropriate, corrective actions may include:

Contest result correction
Prize adjustment
Refund of entry fees
Account adjustment
Restoration of account access
Denial of the claim where no error occurred
Other remedies deemed appropriate by Sandman

All decisions shall be based upon the available evidence, applicable House Rules, Platform Terms and Conditions, and applicable law.

VII. Escalation

If a player is dissatisfied with the initial resolution, the dispute may be escalated for additional internal review by Sandman management.

The internal review shall include an independent evaluation of the original investigation and any additional information submitted by the player.

Following completion of the review, Sandman's decision shall be communicated to the player in writing.

If a player remains dissatisfied following internal review, the player may file a complaint directly with the applicable regulatory authority, including the Arizona Department of Gaming. Sandman shall provide the player with the contact information for the applicable regulatory authority upon request, and shall include a reference to this right in its written decision.

Nothing in this procedure limits any rights available to a player under applicable law or regulation.

VIII. Regulatory Cooperation

Sandman shall fully cooperate with any state gaming commission, department of gaming, attorney general, or other governmental authority with jurisdiction over Sandman's operations (each, a "Regulatory Authority") regarding player disputes.

Upon request, Sandman shall make available to any Regulatory Authority all records relating to a dispute, including investigation notes, supporting documentation, audit logs, correspondence, and the final determination, subject to applicable privacy laws.

IX. Record Retention

Sandman shall maintain records relating to all player disputes in accordance with its Data Retention and Disposal Policy and applicable regulatory requirements.

Dispute records shall include, where applicable:

Original complaint
Supporting documentation
Internal investigation notes
System and audit records
Correspondence with the player
Final resolution
Date of resolution

X. Confidentiality

Information relating to player disputes shall be treated as confidential and shall only be disclosed to:

Authorized Sandman personnel;
Applicable regulators;
Law enforcement when legally required; or
Third-party service providers assisting in the investigation, where appropriate.

XI. Policy Review

This procedure shall be reviewed at least annually and updated as necessary to reflect operational changes, regulatory requirements, and industry best practices.