Complaints & Appeals Policy
1. Right to Appeal
At Superchat BD, we believe in proportionate, evidence-based decisions. If your withdrawal request has been placed in the under_review status, rejected, or if your account features have been temporarily restricted, you have the full right to submit an appeal.
Automated risk flags trigger manual reviews; they are never a definitive indictment of fraud. We actively review all legitimate creator explanations and documentation.
2. How to Submit an Appeal
To initiate a formal review, please prepare and provide the following:
- Account Identifiers: Your registered account email, creator handle (e.g.,
@username), and affected withdrawal ID. - Context & Explanation: An honest explanation of the transactions under review (e.g., OBS test transactions, related accounts, or specific live stream events).
- Supporting Proof: Links to live stream VODs, screenshots, or wallet ownership verification.
Direct Compliance Email
Send your appeal with the subject [Withdrawal Appeal] - @yourusername - ID: [WithdrawalID] to:
3. Review Timeline & SLA
Our compliance operations operate under clear Service Level Agreements:
- Initial Acknowledgment: Within 12 hours of receiving your appeal email.
- Case Determination: Within 48 banking operating hours (Sunday through Thursday, 9:00 AM – 5:00 PM Dhaka time).
- Hold Release: If verified, the hold is removed immediately and the payout advances to the processing queue.
4. Fair Dispute Escalation
If you believe a compliance decision was rendered erroneously, you may request an escalated review by senior management at Zalveriq Technologies Limited by contacting [email protected].