Welcome to the Support Section!
Here, your concerns are our top priority. Whether you need help with custom games, technical issues, Dota Allstars, donations, or shopping, this is the place to get assistance. Our community and support team are ready to help with any questions or feedback you have.
Using the Ticket System for ICCup Issues
If you need to report issues related to ICCup, such as:
- Going AFK (Away From Keyboard)
- Misusing items
- Intentional feeding
- Using unauthorized mods
- Inappropriate language
- Problems with purchases
Please use our ticket system to report these. This ensures your complaint is handled quickly and reaches the right people.
Important Note:
Please remember that while you’re welcome to discuss any issues in this forum, anything you share here is visible to other users. We can’t take action based solely on forum posts. For ICCup-related problems, make sure to use the ticket system to get the help you need.
Thank you for understanding, and we’re here to help you every step of the way.
Need help using the ticket system?
Check out our visual tutorial that guides you through filing complaints in these four categories.
How to Submit a Complaint in the Support Center
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Log In First
Make sure you are logged into your iCCup.com account before trying to submit a complaint.
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Access the Support Section
Click on the «Support» button at the top of the iCCup.com forum to enter the Support Center.
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Create a Ticket
Once you're in the Support Center, you can create a ticket by choosing one of the four available options.
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Choose the Right Category
If your complaint is related to Dota Allstars, you will see four subcategories to choose from:
Select the subcategory that best matches your issue for quicker and more accurate assistance.
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Follow the Instructions
After selecting the correct category, you'll find detailed instructions on how to file your complaint. Please follow these guidelines carefully to ensure your ticket is properly submitted.
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Wait for a Response
Once you've submitted your ticket, please be patient. Our support team handles many requests, and we're working hard to ensure everyone has a fair and enjoyable gaming experience.
Now, let's explore each category in more detail to help you understand the process and options available.
In this category, you'll find two subcategories to address your issues:
- Disconnect / Wrong Points
- Incorrect Points Transfer
Disconnect / Wrong Points:
If you were disconnected during a game or were wrongly awarded points (for example, if you lost points instead of gaining them after a win), this is the section for you. Just describe what happened in your complaint, and our administrators will work quickly to fix the problem.
Incorrect Points Transfer:
If your statistics were transferred incorrectly, use this section to report it. Provide a clear descryption of the issue, and our administrators will review and correct it as soon as possible.
This problem usually occurs when using the points transfer feature in our shop. The good news is, using this feature is completely free! You can check it out here: Transfer.
This category includes three subcategories for reporting different types of violations:
- Report for Feeding / AFK
- DotA Ladder Cheating
- Abusing, Transferring Accounts/Stats
1. Report for Feeding / AFK
Feeding refers to intentionally dying to help the enemy team. It's important to note that players won’t be banned for simply being low-skilled or lagging. However, if a player deliberately dies multiple times and then leaves the game, this is considered feeding and can result in punishment.
To report feeding or AFK behavior:
- Include the offender’s nickname.
- Provide the timestamp of the violation from the replay. (You can use the
/time command in the game chat to help mark the time of the incident.)
- Describe the incident clearly, including the specific time it occurred.
Please note that we handle many reports, so it may take a few days to review your complaint.
2. DotA Ladder Cheating
If you have strong evidence that someone is cheating in a ranked game, use this subcategory to report them.
To report cheating:
- Include the nickname of the suspected cheater.
- Attach the replay of the game.
- Provide at least three timestamps where the suspicious activity occurred.
- Explain why you believe the player is cheating, with specific details.
Your detailed report helps us keep the game fair. Please be aware that reviewing these reports manually can take 3 to 7 days. Thank you for your patience and dedication to fair play!
3. Abusing, Transferring Accounts/Stats
Abusing refers to repeatedly feeding an enemy player over several games (typically 3 or more). You can identify this by looking at match lists of specific players.
To report abuse or account/stat transfers:
- List the nicknames of the violators.
- Provide a link to the match lists.
- Include a link to the replay.
If you’re submitting a ticket for abuse, both the replay and match list must be provided.
This category is divided into four subcategories to help you report different types of misconduct:
- Report Bad Manners / AFK
- Report Spam
- Channel / Custom Games / Lobby
- Insulting in PM / On Wall
1. Report Bad Manners
If a player is insulting others, including yourself, you can report them here. In your complaint, make sure to include the name(s) of the person or people involved. You can also refer to our guidelines for more details on what counts as bad manners.
2. Report Spam
Spam involves flooding the chat with messages for more than 15 seconds or posting 17+ messages in a short time. This includes both text spam and excessive minimap pings. If you encounter this behavior, report it under this subcategory.
3. Channel / Custom Games / Lobby
If someone insults you in a channel, custom game, or lobby, report it here. When submitting your report, please include:
- The nickname of the violator.
- A screenshot showing the insult along with the
/time command in the chat, which shows when the incident occurred.
Note: Tickets without the /time command will not be accepted.
4. Insulting in PM / On Wall
If you’re insulted in a personal message (PM) or on your wall, report it here. Your report should include:
- The nickname of the violator.
- A screenshot of the insult with the
/time command visible.
Important: If the insult was on your wall, do not delete it. Screenshots alone aren’t enough—make sure the insult remains on your wall for us to verify.
If you disagree with a decision made by our administrators or believe an administrator has acted inappropriately, you can report it here.
To file a complaint:
- Include the nickname of the administrator(s) involved.
- Provide a clear and detailed descryption of the issue.
All complaints are taken seriously and will be carefully reviewed by our Head and Super Administrators.
If you need anything else, feel free to ask. Happy gaming!
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