Why is my account on hold?
We pause accounts while we look into possible rule breaks, payment disputes or eligibility problems. Email support and we will tell you what we can and what happens next.
Applies to every Deku gameUpdated September 15, 2026
If your account is on hold, the app signs you out and shows a message asking you to contact support.
Common reasons
- A chargeback or payment dispute
- A possible second account
- A fair play review, for example unusual scores
- Information that suggests you are under the minimum age
- Playing for cash from outside an eligible state, or masking your location
A hold is often temporary while we investigate. Fair play action is only taken after a person has reviewed the case.
What to do
Email support@deku.net from the address on your account. We will explain what we can and what, if anything, we need from you.
Disagree with a decision?
- Fair play actions: appeal to fairplay@deku.net within 14 days.
- Other suspensions or closures: write to disputes@deku.net.
See section 10.3 of our Terms of Service and section 4.3 of our Dispute Resolution Policy.
Still need help?
Email us from the address on your Deku account and we will get back to you.