1. Introduction

This Profile Usurpation Dispute Policy sets out the procedures and measures that NBN23 implements to handle complaints related to user profile (both application user and player user) usurpation within its applications. Our goal is to protect the integrity of user accounts and ensure a safe and secure environment for all users.

2 Definition of Profile Usurpation

Profile theft is defined as the unauthorized creation, use or modification of a user profile with the intent to impersonate another person or entity, mislead other users, or harm the reputation (image) and/or privacy of the person being impersonated.

3. filing a claim

Users who believe their profile has been usurped should follow these steps to file a complaint:

Initial Contact: Send an e-mail to [email protected] with the subject “Claim for Usurpation of Profile”.

Information Required: Provide the following information in the mail:

  • Full name and user name.
  • Detailed description of the situation.
  • Proof to support the claim (screenshots, URL of the usurped profile, etc.)
  • Valid ID for identity verification.
  • In the case of a player-user profile claim, information regarding the player’s federation license must be provided, as data that unequivocally identifies the player.

These data that are required in the presentation of the complaint are processed by NBN23, for the sole purpose of attending to the complaint, monitoring and resolving it and, if necessary, adopting the measures foreseen.

The data will be retained for the legally established periods, being subsequently disposed of in a secure manner.

Further information on the processing and the means and channels for exercising personal data protection rights is available in the Privacy Policy [P2].

4. investigation procedure

Upon receipt of the claim NBN23 will follow these steps:

  1. Confirmation of Receipt: NBN23 will send a confirmation of receipt of the claim to the affected user. This confirmation will indicate the steps to be taken in relation to the claim.
  2. Initial Assessment: Upon receipt of the claim and confirmation of receipt, NBN23 will proceed to review the information provided in the claim in order to analyze the claim. This initial evaluation process will take place within ___ hours of confirmation of receipt.
  3. Provision of additional documentation and information by the Claimant. In the event that it is necessary to carry out the profile claim actions, NBN23 may require the claimant to provide additional documentation and data.
  4. Investigation: Once the complaint and, if applicable, the additional information has been received, NBN23 will proceed to carry out the necessary internal investigation actions to verify the usurpation of the profile, in accordance with the information provided by the Claimant in its request. Once such investigative actions have been completed, NBN23 will proceed to communicate the result of the investigation to the Claimant at the e-mail addresses provided.
  • Temporary Measures: During the investigation NBN23 may temporarily suspend the usurped profile to prevent further damage.

5. resolution of the claim

Following the investigation, the following actions will be taken:

Confirmation of Usurpation: If the profile usurpation is confirmed, the following will be done:

  • Delete or deactivate the usurped profile.
  • Restore access to the affected user’s original profile.
  • Notify the affected user about the resolution of the claim.

Lack of Evidence: If insufficient evidence of usurpation is found, the affected user will be notified, explaining the decision.

6. appeals

If the affected user is not satisfied with the resolution, he/she may appeal the decision:

Appeal Submission: Send an email to [email protected] with the subject line “Usurpation of Profile Claim Appeal”.

Appeal Review: The appeals team will review the case again and make a final decision.

7. prevention and education

To prevent future cases of profile usurpation NBN23 is committed to:

  • User Education: Provide resources and guidance on how to protect the account and detect suspicious activity.
  • Account Security: Implement additional security measures, such as two-factor authentication and monitoring for unusual activity.

8. Contact

For any questions or concerns related to this policy, users can contact our team at [email protected].

9 Policy Modifications

NBN23 reserves the right to modify this Profile Usurpation Dispute Policy at any time. Modifications will be notified to users via email and in-app notifications.

Effective Date: 09/1/2024