Complaints & Content Removal

Anyone may file a complaint — you do not need a GOONMASTER account. We accept complaints from users, non-users, persons depicted or referenced in any material connected to the platform, rights holders and their authorized agents, and law-enforcement or regulatory authorities.

What you can complain about

• Illegal content — suspected CSAM, terrorist content, or any other unlawful material connected to the platform. Treated as critical priority.
• Non-consensual intimate content (NCII) — content depicting you (or someone you represent) without consent, including deepfakes. Treated as high priority.
• Account abuse — offensive, infringing, or abusive material in account fields (usernames, profile content), harassment, impersonation, or spam.
• Intellectual property — copyright or trademark infringement (see also the DMCA procedure in our Terms of Use).
• Billing — wrong, duplicate, or unrecognized charges, cancellation problems, refund requests (see also the Refund & Cancellation Policy).
• Platform content — objections to anything GOONMASTER itself publishes, including AI-generated voice audio, game copy, or marketing material.
• Anything else — privacy concerns, accessibility issues, or conduct you believe violates our Terms of Use or the law.

One important scope note: GOONMASTER hosts no user-uploaded visual content. The media player is 100% client-side — anything a user pairs with a session stays on their own device and never reaches our servers, so it is not something we can see or take down. What we CAN and DO act on: account fields, anything we publish ourselves (including our synthetic AI voice content), user accounts and their behavior, and billing.

Send your complaint to support@goonmaster.io. For copyright (DMCA) and NCII notices you may also use dmca@goonmaster.io.

Email is our complaint channel. To help us act fast, include as much of the following as you can:

• Your name and a reply-to email address (complaints may be filed pseudonymously, but we need a way to respond).
• The category of the complaint (illegal content / NCII / account abuse / intellectual property / billing / platform content / other).
• What the complaint concerns and where it appears — a username, URL, screenshot, or transaction reference.
• For NCII: a statement that you did not consent to the content, and (for verification) a government-issued ID with sensitive fields redacted.
• For IP claims: identification of the protected work, proof of ownership or authority to act, and a good-faith statement (full DMCA elements are listed in the Terms of Use).
• Any prior steps you have already taken (e.g., contact with the user, your bank, or another platform).

You will receive a reference acknowledgment so you can follow up on the same thread. We handle complaint correspondence confidentially and share details only as needed to investigate and resolve the matter (or as required by law).

Our committed service levels for every complaint:

• Acknowledgment — Within 24–48 hours of receipt. Confirmation that we received your complaint, with a reference for follow-up.
• Resolution — Within 7 business days. A substantive outcome: what we found, what action we took, or why no action was warranted. Complex cases that need longer receive an interim update within this window with a revised date.
• Critical priority (illegal content) — Review begins within 24 hours. Suspected CSAM, terrorist content, or credible threats are reviewed immediately and reported to the relevant authorities where appropriate.
• High priority (NCII) — Action within 24–48 hours. Verified non-consensual intimate content connected to the platform is removed or disabled within 24–48 hours of a complete notice.

When a complaint concerns material we control, the removal process is:

• Triage — we classify the complaint by severity on receipt; illegal content and NCII jump the queue.
• Interim action — where the complaint is credible and the potential harm is serious, we remove or disable the material (or suspend the account) immediately, pending full review.
• Investigation — we review the material against our Terms of Use, this policy, and applicable law, and may ask you or the account holder for more information.
• Action — confirmed violations result in permanent removal of the material and proportionate account action (warning, suspension, or termination). Illegal content is preserved as evidence and reported to the competent authorities where required.
• Notification — we inform you of the outcome within the resolution window. Where appropriate and lawful, the affected account holder is told what was removed and why, and how to appeal.

For material we do not control — content on other websites, or media on a user's own device — we cannot remove it directly, but we will tell you so quickly and point you to the right venue (the hosting platform, StopNCII.org for intimate-image hashing, or law enforcement) instead of leaving you waiting.

If you disagree with the outcome of a complaint — whether you filed it or your account was actioned by it — you can appeal:

• Reply on the same email thread (or quote your reference) within 14 days of our decision, stating why you believe the outcome is wrong and adding any new information.
• Appeals are reviewed fresh, and wherever our team size allows, by someone other than the original decision-maker.
• You will receive a final decision within 7 business days of the appeal.

If you remain unsatisfied, external routes stay open: EU consumers may use their national consumer-protection authority or the European Commission's dispute-resolution channels; data-protection complaints can go to your local supervisory authority (in Poland, the UODO); and nothing in this process limits your right to pursue the matter in court. Formal dispute-resolution terms are in our Terms of Use.

• Billing problems and refunds — fastest via the steps in the Refund & Cancellation Policy.
• Privacy and data-subject requests (access, deletion, correction) — see the Privacy Policy.
• Copyright / DMCA notices — email our DMCA contact with the elements listed in the Terms of Use.
• Safety guidance and reporting context — see the Safety page.
• Suspected child sexual abuse material — report to us AND directly to NCMEC (CyberTipline.org) or local law enforcement.

Related pages: Refund & Cancellation Policy · Privacy Policy · Terms of Use · Safety · 2257 Statement