Help and Support
On this section you can find most frequent questions. If you had any specific problem, you may also contact support. We will reply to you in less than 24 hours.What is Winnder?
Winnder is the platform that allows you to add an extra dose of adrenaline to your usual games while having the chance to win cash prizes by paying an entry fee. All of this is supervised by our professional referee team and guaranteed by an optimal matchmaking technology (Innovative Match System).
Who can participate?
Our competitions are open to players over 18 years old who meet the requirements set by the specific games they want to link. Make sure you don't have any banned accounts in games you plan to use to participate in our competitions.
Can I use Winnder on my phone?
Yes! Winnder is a PWA. What does that mean? It means that once you access it through your browser, it will offer you the option to download it as a mobile app, making the operation much simpler for you.
Can I have more than one account?
Having more than one account on Winnder is not allowed. Each person can only have one account and one PayPal address on our platform. We take the detection of duplicate accounts very seriously, and those who violate this rule will be indefinitely banned. Additionally, creating a new account after being banned is strictly prohibited.
Is it safe and legal to play on Winnder?
At Winnder, security is a top priority. Your personal information is encrypted to ensure it is protected and never falls into the wrong hands. All your transactions are guaranteed by Secure Commerce processes. You can trust that your experience on Winnder is secure and protected. Likewise, Winnder's activities are certified by regulatory entities, so you have nothing to worry about.
How do I link my game account?
You will find the option to link your account within the competition page of each game,. Depending on the game, specific instructions will be provided to complete the linking process.
Can I change a linked game account?
It is not allowed to change a previously linked game account. However, in justified cases such as linking the wrong account, losing access to it, or being banned from the game, you can contact our Support team. They will assist you in linking your new account. Please note that linking "Smurf" accounts is not allowed; you must link your main account.
If my account gets hacked, what should I do and what happens to my money?
If you notice any irregular activity on your account, whether in your games or transactions, contact our Support team as soon as possible so they can assist you in recovering your account. Remember that only one person is allowed per account, and sharing the account is not permitted.
My account has been banned, can I come back someday?
No, it is not possible to recover a banned account. Close to this topic, we must be firm. We aim for a competitive and healthy community, and cheating is not tolerated. Toxicity is severely penalized on our platform, as we do not tolerate it.
How do I play?
You can join existing matches or create your own matches. Participating in competitions from different regions or playing with emulators is not allowed.
Which games can I compete in?
You can compete in FIFA 22, NBA 2K22, COD Warzone, COD MWII, Free Fire & 8Ball Pool. Stay tuned for more titles to come!
What should I do if a user insults me, disrespects me, or refuses to play?
In Winnder Community, we value fair play and healthy competition based on mutual respect. If someone disrespects you in any way, first thing you should do is report it by contacting Support and providing details about the user and what happened. If you can provide evidence such as screenshots, it will help us to take appropriate action.
Can I play with a Smurf account?
No, it is not allowed. You must always link your highest ELO rank account within our application. Additionally, multiple accounts are not permitted.
Can I chat with other players?
Yes, you can send messages and chat with other users about any topic. You will have all your chat summaries in the messages section. You will also have access to a general chat channel where you can interact with all users at once.
How can I make a deposit?
You will have secure deposit methods available, such as bank cards, PayPal, and even Bizum (optional, depending on the country).
How can I withdraw? What do I need? How long does it take for a withdrawal to be processed?
Easy, the first step is to verify your identity from your profile page by sending us your ID document and payment method, so that we can review that it's really you.
Then, you make the withdrawal from your wallet of the desired amount, and it will be in your power in less than 3 days.
You can withdraw via PayPal and bank transfer.
¿What is a FreeMatch?
It is a match whereby we give you a free entry, so you can opt for the match winnings without paying anything from your wallet. It may be unlocked or blocked, to unlock it you will have to play the wallet balance that FreeMatch indicates (you will be able to see the progress in the wallet). These have an expiration period, once they expire they cannot be used.
What are matches?
Matches are 1vs1 games, classic duels. You can create them and decide the amount of money you want to play for.
Are the matches balanced?
Yes, we take very seriously that the match you play has an appropriate
rival and either of the two can win. It is one of the pillars of the platform,
and for that, we have developed a level system through the Innovative
Match System. In the beginning, new players will calibrate their level with
first three matches.
How long do matches stay in the lobby when you create them?
Each match you create will stay in the lobby by default for a maximum of
3 hours, this can be optionally configured soon. Once a user accepts it,
you will have 1 hour to play. If your opponent doesn't show up within 15
minutes, don't worry, you can contact the referee to immediately refund
your entry fee.
The match has ended, and I won, how do I report the result?
We offer both manual and automatic matches. In manual matches, you
must provide evidence that you have won, such as a screenshot or photo,
and send it by clicking the green "I have won" button in the match room.
In automatic matches, once the stipulated time has passed, the result will
be shown automatically without you having to do anything.
My opponent claims to have won, but it's not true, what should I do?
If your opponent claims to be the winner, but you can prove that it's false,
you must open a dispute within the match by clicking the "Claim result"
button and provide evidence of the true outcome of the confrontation. You
will have 15 minutes to request a dispute. Our arbitration team will review
the dispute and make an instant decision on the result.
We couldn't play or after all the time, we ended up in a tie, what will happen?
Don't worry, if the match couldn't be played or you end up in a tie (which is not common), we will immediately refund the entry fee to both players.
This way, you can participate in another match quickly.
Do we have Support assistance in matches?
Yes, 24/7. You will have the option to add a referee to the chat at any time
through the "Add referee" button, who will ensure fair competition and
gameplay at all times.
Can I see my progress on the platform?
Yes, each game has a ranking where you can see the top ten positions
and your position in relation to others. Rankings may vary between win
rate, matches played, or prizes won.
Can I block someone I don't want to play against?
At Winnder, we understand the importance of ensuring a safe and
enjoyable experience for all our users. That's why we have implemented
the blocking function in our application, which prevents that person from
sending you messages or facing you in matches.
I have been invited to a game with the wrong rules, what should I do?
If your opponent has misconfigured the game and it has not been played, you should request an arbitrator through the chat. Our referee team will review the case.
I have played a game with the wrong rules, what happens now?
.
If your opponent has misconfigured the game and the game has already been played under this error, our team will not be able to change the result of the game.
Can I create a game in one game to play in a different game?
No, this is completely forbidden, any kind of similar behavior will be punished with the defeat of the game and if repeated with a ban.
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- Help and Support