Terms of use

1.Accepting these terms

By using this website or submitting a complaint you agree to these terms and to our privacy policy. If you do not agree, please do not submit anything — you are still welcome to read the guidance, which is free to everyone with no conditions attached.

These terms are between you and Association TheGamerGuard, a non-profit association governed by the French Act of 1 July 1901, declared at the Préfecture de Police de Paris under RNA number W751XXXXXX (SIREN 9XX XXX XXX).

2.What TheGamerGuard is — and is not

We are a non-profit centre that helps players pursue disputes with game operators, marketplaces and payment providers: reviewing the facts, assembling evidence, drafting claims, corresponding with the parties, and preparing escalations.

We are not:

• A law firm. Our staff are case handlers, not your lawyers. No attorney–client relationship is created by using this service, no legal privilege attaches to what you tell us, and nothing we write is legal advice on which you should rely without your own professional counsel.
• A regulator. We hold no statutory powers. We cannot compel any company to do anything.
• An account recovery service. We do not access, log into or manipulate accounts. We correspond with the operator; the operator restores access.
• A debt collector or an ombudsman. We cannot issue binding decisions.
• Affiliated with any game, platform or payment company, including those named anywhere on this site.

3.Who may use the service

• You may submit a complaint if you are 15 or older — the age of digital consent under French law.
• If you are under 15, a parent or guardian must submit it or confirm it by email before we act on anything beyond immediate safety advice.
• You must be the account holder, the person who made the disputed payment, or the parent or guardian of one of them. We cannot act for a third party without their involvement.
• We do not act on disputes about accounts that were bought, sold, rented or shared, since those arrangements have no standing with any operator.

4.Your obligations

When you use the service you agree to:

• Tell the truth. Give accurate, complete information and correct it if it changes. A single false statement destroys the credibility of the whole claim — and of the next player's claim after yours.
• Disclose the inconvenient parts. If you shared your password, used a third-party tool, or bought from an unofficial reseller, tell us. We can work with awkward facts; we cannot work with surprises that appear in the operator's reply.
• Not send credentials. No passwords, one-time codes, authenticator seeds, recovery codes, full card numbers, CVV or PIN.
• Not submit other people's personal data beyond what the case genuinely requires — and never intimate images or the personal data of a third party who has not agreed.
• Respond to our questions. Cases idle for 30 days are closed. You can reopen them.
• Not use us as leverage. Threatening a company with a complaint through TheGamerGuard to extract something you are not owed is a misuse of the service and ends it.
• Not submit automated, bulk or duplicate complaints.

5.The mandate you give us

By submitting a complaint you authorise us, for that case only, to:

• contact the operator, its payment provider and, where relevant, a regulator or dispute resolution body on your behalf;
• disclose your identity and the case evidence to those parties to the extent necessary;
• receive their replies about your case and pass them to you.

This mandate is limited and revocable. We will not:

• settle, waive, compromise or accept any offer on your behalf without your written agreement;
• sign anything in your name;
• file a regulatory complaint or a police report for you — we prepare it, you submit it;
• receive money on your behalf. Any recovered funds go directly from the operator or provider to you.

You may withdraw the mandate at any time by writing to us. We will stop, and tell the other party we have stopped.

6.Cases we may decline

We may decline or close a case where:

• the facts fall outside what we can influence — for example a bought or shared account, a correctly issued cheating ban, a random loot-box outcome, or a confirmed on-chain crypto transfer;
• evidence is missing and cannot be obtained;
• the account was traded, or the loss arose from cheat software or account sharing;
• every deadline for acting has already expired;
• the submission is abusive, dishonest or a duplicate;
• we have a conflict of interest, which we will disclose;
• our capacity is genuinely exhausted, in which case we say so and point you elsewhere.

We always explain the reason in writing. Declining a case is not a judgement that you are wrong — it is a statement that we cannot help.

7.No fees, ever

The service is free. There is no fee, no success percentage, no deposit, no expedited tier and no upsell at any stage.

8.No guaranteed outcome

We commit to reading your case, being honest about its prospects, and pursuing it competently through the channels available. We do not and cannot commit to a result.

The published figures on this site — including our resolution rate and average timings — are historical aggregates. They describe past cases and are not a prediction, a promise or a term of this agreement.

9.Acceptable use of the site

You agree not to:

• attempt to gain unauthorised access to any part of the site or its infrastructure;
• scrape, mirror or bulk-download the site except for personal, non-commercial reading;
• submit malware, or content designed to interfere with the service;
• impersonate TheGamerGuard, our staff, or another player;
• use the site to distribute cheat software, phishing links or stolen credentials.

Responsible security research is welcome. If you find a vulnerability, tell [email protected] before disclosing it and we will not pursue you for good-faith testing that does not damage data or degrade the service for others.

10.Intellectual property

The name TheGamerGuard, our logo and the shield mark are ours. The site's text, layout and code are ours or used with permission.

Our guidance material — the safety rules, the evidence checklist, the escalation guides — may be reproduced, translated and redistributed freely for non-commercial educational purposes, provided you credit TheGamerGuard and do not present the result as an official TheGamerGuard publication. That is deliberate: the advice is more useful spread widely than owned tightly.

You keep all rights in what you send us. You grant us only the licence needed to handle your case and, once identifiers are removed, to include the pattern in aggregate research.

11.Third-party links

Where we link to an external service — a breach checker, a password manager, a national fraud reporting body — we do so because we consider it useful. We do not operate those services, we receive nothing for recommending them, and we cannot vouch for their content, availability or terms. Domains change hands. Always verify a security tool before trusting it with anything sensitive, and tell us if a link has gone bad.

12.Limitation of liability

The service is provided in good faith, free of charge, on an «as is» basis. To the fullest extent permitted by law, we are not liable for:

• the decisions, delays, refusals or conduct of any game operator, platform, payment provider, regulator or authority;
• losses you incur before contacting us, or caused by the original scam or attack;
• the outcome of an escalation you file, or a deadline that had already expired when you reached us;
• content, security or availability of third-party sites we link to;
• indirect or consequential loss, including lost in-game items, progress, earnings or opportunity.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. If you are a consumer, your statutory rights are unaffected by this section.

13.Suspension and closure

We may close a case or restrict access to the service if these terms are breached — particularly for dishonest submissions, abuse directed at our staff, or attempts to use us as a tool of harassment. Where the situation allows it we warn you first and explain what would need to change.

You may stop using the service at any time and ask us to delete your data. See section 8 of the privacy policy.

14.Governing law and disputes

These terms are governed by French law, and the courts of Paris have jurisdiction. If you are a consumer resident elsewhere in the EU, you keep the protection of the mandatory consumer law of your own country of residence and may bring proceedings in your local courts — nothing here removes that.

Before any formal step, please raise the issue with us at [email protected]. We operate a two-stage internal complaints procedure, and in five years we have never needed a court to resolve a dispute with somebody we were trying to help.

If that does not settle it, a consumer may refer the matter free of charge to a French consumer mediator (médiateur de la consommation) under Article L.612-1 of the Code de la consommation; the body we are registered with is named on request from the address above. EU residents may also use the European Commission's online dispute resolution platform.

15.Changes and general terms

• Changes. We may update these terms. The version and date at the top always reflect the current text; material changes are announced on the site for 30 days beforehand and emailed to anyone with an open case.
• Severability. If a provision is found unenforceable, the rest remains in force.
• No waiver. Not enforcing a term on one occasion does not waive it.
• Assignment. You may not transfer your rights under these terms. We may transfer ours only to a successor body pursuing the same non-profit purpose.
• Entire agreement. These terms and the privacy policy are the whole agreement between us regarding the service.
• Language. The English text prevails if a translation conflicts with it.

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This site is a demonstration project. The entity details, RNA and SIREN numbers and email addresses above are placeholders and the service described is not operating.