Start with the issue, not the accusation
Identify the product, account, Club or service whose record is in question. If access may be compromised, protect the affected account through the provider's known site or app first. Do not send another password, one-time code or device access to a contact who says they can fix the dispute.
Keep your account-security concern separate from a gameplay, membership, Club-administration or editorial correction request. They may need different recipients and evidence. An unusual hand, delay or inconsistent message can justify a report, but it does not by itself prove misconduct.
Build one compact case record
- Timeline. Record each event's date, time and time zone, the action you took, the notice you saw and the response received. Mark what you observed separately from what someone told you or what you inferred.
- Identifiers. Keep the relevant product, Club name and ID, username or case reference, table/hand identifier where applicable, and exact message handle or URL. Do not include passwords or one-time codes.
- Original evidence. Retain original screenshots, emails, notices and message exports privately. Record when they were captured; do not edit the only copy. If relevant rules were displayed, save their text or stable link and access date.
- Requested action. Ask for a specific explanation, correction, record check or escalation within that recipient's control. Avoid demanding an outcome the recipient cannot grant.
- Sharing copy. Prepare a short, redacted set for the responsible support channel. Keep unrelated people's personal data and identity documents out unless that channel specifically and securely requires them.
A chronology is more useful than an unlabelled screenshot collection. Where a screenshot is the only evidence, say exactly what it shows and what it cannot establish.
Send it to the party responsible for the disputed function
On a narrow screen, swipe within the table. With a keyboard, focus the table area and use the left and right arrow keys.
| Issue | Start with | Boundary |
|---|---|---|
| ClubGG app, access or account | ClubGG's official Help Centre | Club or publisher contacts cannot determine ClubGG account status. |
| ClubGG Membership or Public Games process | ClubGG's official product and account channel | Check the current displayed rules; a private Club does not decide platform eligibility. |
| A named private Club or table | That Club's independently verified administrator | Club administration does not make the administrator ClubGG support. |
| Another provider's account or conduct | That provider's independently reached support | Deep and ClubGG cannot decide a separate provider's records. |
| Deep website, account or published claim | Deep's own contact and correction route | Deep can address its own records and relationships, not guarantee another party's result. |
ClubGG's Help Centre, account guidance and Club-role guidance describe different scopes. Its Media Guideline also rejects treating an independent Club as ClubGG-operated or endorsed. For a Deep site, account or published-profile question, contact Deep using its own known route. A separate provider's records require that provider's route.
Write a support request someone can act on
Use a factual subject line naming the issue and reference. In a few lines give: the affected account or Club reference, dated event, what the product displayed, the original case number if any, what you have already tried and the exact response requested. Attach only relevant redacted evidence through the recipient's official channel. Keep a copy of the message and any case number.
Do not post the full case in a public comment to get attention. If the first recipient says the issue belongs elsewhere, record that answer and ask which team or administrator controls the disputed function rather than assuming the same support system covers every route.
Avoid making the problem worse
The FTC warns about unsolicited recovery pitches, especially demands for an advance fee or more personal data. Its general scam-response guide stresses prompt contact with the relevant provider when information or access has been exposed. These are broad consumer examples, not evidence that a named poker contact is fraudulent and not a ClubGG transaction route.
If you suspect identity misuse or a crime, consider a locally relevant official reporting route or qualified adviser; this guide offers no jurisdiction-specific legal finding. Do not publicly name someone as guilty on an unresolved record. Preserve accurate originals and share only the minimum with the appropriate recipient. Scam-pattern guidance covers impersonation; role-claim guidance covers identity limits.
Frequently Asked Questions
What should I save before I contact support?
Keep a dated timeline with time zone, relevant account or Club references, original messages or notices, case numbers, and the exact action requested. Preserve originals privately and send only what the responsible recipient needs.
Can ClubGG resolve every private Club issue?
No. ClubGG's Help Centre covers its own app and account processes; private Club administration has a separate responsible party. Ask the relevant Club through an independently verified channel, and use ClubGG support for platform matters.
Can Deep Poker decide another platform's dispute?
No. Deep can review its own site, account, published profiles and support records within its actual role. It cannot issue a ruling on another platform's account or promise that another party will take a requested action.
Should I publish my full evidence file?
No. Keep originals privately. Make a redacted copy only if sharing is necessary; remove credentials, one-time codes, identity documents and unrelated people's personal details. Avoid treating an unresolved allegation as a finding.
Does submitting a clear report guarantee a decision?
No. A clear record helps the right party understand the issue, but it does not guarantee a reply, a particular conclusion or a remedy. Record any case number and follow the recipient's stated process.
Sources and limits
Public sources checked 26 September 2026 UTC: ClubGG Help, account basics, Club administration roles, Media Guideline, FTC recovery-scam guidance and general response guidance. They support the stated route and safety boundaries, not a conclusion about an individual dispute.
We did not inspect private evidence, test a support queue, contact a provider, verify an account or decide a case. A clear report cannot guarantee response, adjudication, recovery or legal relief. Preserve current terms and seek qualified help if a material legal issue depends on your jurisdiction.
Return to the Trust hub for the other safety routes.