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Content Moderation Policy

To maintain a safe, fair, and friendly platform, Sunwin officially applies this Content Moderation Policy. This policy clearly defines how Sunwin monitors, reviews, and manages all user-generated content or interactions on the platform, including but not limited to: posts, comments, chat messages, profile avatars, and other related materials. Our goal is to establish a balance between users' freedom of expression and the responsibility to protect the community from harmful content or policy violations.

1. Scope of Moderated Content

Sunwin reviews and moderates all user-generated or shared content in public areas on the platform, including but not limited to:

  • Messages in public chat rooms (in-game or in the lobby);
  • Posts and comments on forums or blogs (if available on the platform);
  • Content on personal profile pages visible to others (including display names, avatars, statuses, etc.);
  • Images, videos, or links publicly shared by users.

Private messages between users are kept confidential, except in cases where a complaint or abuse report is sent to Sunwin.

All user-posted content will undergo a moderation process through both proactive and reactive methods:

  • Proactive Moderation (Pre-screening): Some channels may apply pre-moderation, where content is reviewed before publication. For example, the first post of a new member on a forum may require administrator approval. Additionally, Sunwin deploys automated filters to immediately block severe profanity, identified phishing links, or clearly prohibited content (such as keywords related to banned substances, illegal acts, or child abuse).
  • Reactive Moderation (Report-based): Our moderation team and systems continuously monitor platform activity. Upon receiving a violation report from a user or when content is detected via automated scanning systems, Sunwin will respond promptly to review the relevant content.

2. Moderation Principles

Throughout the content moderation process, Sunwin adheres to the following principles:

  • Fairness and Impartiality: All content and users are evaluated based on the Community Guidelines. Sunwin does not discriminate or grant priority to any individual. Internal staff or partners found violating will also be subject to the same disciplinary measures as regular users.
  • Focus on Behavior, Not Intent: Sunwin only considers what is clearly expressed (specifically words, images, posted content) and does not speculate on the poster's subjective intent. If content clearly constitutes a violation, disciplinary measures will be applied. In cases of ambiguity, Sunwin may contact the poster for clarification before making a final decision.
  • Proportionality and Context: Moderation actions will be proportional to the severity of the violation and the user's history. Sunwin always considers specific context; for example, a joke containing sensitive words used in a harmless context may only receive a mild reminder instead of a severe penalty. However, the same words used to attack or insult an individual will be dealt with strictly.
  • Transparency and Accountability: Sunwin strives to record and archive reasons for every moderation action taken (e.g., post deletion due to hate speech, account ban due to persistent harassment). If users question or complain, we are ready to explain the moderation decision privately, unless the violation is blatant or the user has been banned from communication channels.

3. Moderation and Enforcement Process

3.1. Automated Monitoring

Sunwin deploys automated monitoring tools (AI/moderation bots) to assist in filtering content. This system is capable of:

  • Detecting prohibited keywords (severe profanity, racist terms, identified phishing links, etc.) and automatically hiding or replacing them before content is displayed (e.g., with ****);
  • Flagging suspicious messages for administrator review (e.g., messages containing phone numbers/emails → suspected personal information sharing, or character spam);
  • Sending automated warnings to users showing signs of imminent violation (e.g., typing too fast or sending multiple similar lines may trigger a reminder: "You are sending messages too quickly, please avoid spamming").

Automated systems help handle many situations instantly but cannot guarantee absolute accuracy. Therefore, Sunwin always maintains human review mechanisms to ensure fairness and accuracy in moderation.

3.2. User Reports

Any member can report violating content or behavior through the built-in report function or by contacting Customer Support directly. Upon receiving a report:

  • The Moderation Department will review the reported content as soon as possible. For particularly serious situations (e.g., threats of violence, child sexual abuse material), Sunwin will prioritize immediate processing (within minutes to a maximum of 1 hour).
  • During investigation, Sunwin may temporarily hide content to prevent harmful spread.
  • Validity Check: Reports accompanied by evidence (such as screenshots, chat history) greatly assist verification. If a report is unclear or lacks information, more time may be needed for verification.
  • After verification, Sunwin will apply appropriate measures, including content removal, warnings, or penalties against the violating account.

3.3. Moderators and Administrators

Sunwin maintains a dedicated team for moderation, including:

  • Moderators: Monitor chat channels and forums in real-time, especially during peak hours. Moderators have the authority to: Send warnings; Delete violating posts or comments; Temporarily mute user chat rights.
  • Administrators: Higher-level management with authority to: Suspend or ban accounts; Delete content on a large scale when necessary; Adjust moderation filter settings. Administrators also handle complex complaints or appeals from users.

All moderators and administrators are trained on Sunwin's Community Guidelines and Content Moderation Policy to ensure consistency and fairness in enforcement. When active, they are usually displayed with official titles (with [Mod] or [Admin] tags next to their names) for easy user identification.

3.4. Enforcement Actions

Depending on the specific case, Sunwin may apply one or more of the following measures:

  • Content Removal or Editing: Violating posts or comments will be removed. In some cases, if content only violates slightly (e.g., using vulgar language in a generally constructive comment), a moderator may edit to mask inappropriate words instead of deleting the entire post, to preserve useful content.
  • Private Warning: Sending a reminder or warning notification to the violator to emphasize compliance with community rules. Each warning is recorded to serve as a basis for stricter penalties in case of repeated violations.
  • Temporary Feature Restriction: Applying measures such as chat bans or posting bans for a certain period (X days). The duration varies based on severity: Mild violation: 1–3 days; More serious violation: 1–2 weeks.
  • Account Suspension: Revoking full access to the platform. This measure applies to: Serious violations (such as fraud, distributing severely prohibited content); or Users who have received multiple warnings and temporary restrictions but continue to reoffend. Suspension can be permanent or long-term (e.g., 6 months, 1 year), depending on the case evaluation.
  • Notification to Authorities: If violating content shows signs of serious legal infringement (e.g., child abuse, death threats, terrorism), Sunwin will immediately notify competent law enforcement agencies and provide necessary evidence as required by law.

3.5. Appeal of Moderation Decisions

We acknowledge that misunderstandings can occur during moderation. If your account is penalized or content removed, and you believe the decision was unfair or erroneous, you have the right to appeal via the following process:

  • Contact Customer Support: Send a request via email or contact form with the subject: "Appeal Moderation Decision". Please clearly state: The decision you want to appeal; Why you believe the decision is incorrect; Any additional information or relevant evidence (if any).
  • Independent Review: A senior administrator, not directly involved in the initial decision, will review the appeal. They may: Communicate further with you to clarify the situation; Re-check system logs and relevant content; Consult with the moderator who handled the initial case (if needed).
  • Result Notification: Review results will be communicated to you within 7 days (usually sooner). If your appeal is deemed valid, we will revoke the penalty (restore account or deleted content) and apologize for the inconvenience. If the initial decision is upheld, we will explain the reasoning in more detail.

Note: During the appeal process, the penalty remains in effect. For example, if you are banned for 7 days and appeal on day 2, we will try to process it as quickly as possible. However, if the review is only completed on day 7 and the appeal is accepted, your account will be reopened immediately thereafter. Nevertheless, we will consider specific circumstances to ensure no adverse violation history is recorded against you if you were not at fault.

4. Training and Internal Monitoring

To ensure effective enforcement of the Content Moderation Policy, Sunwin implements the following measures:

  • Periodic Training: Sunwin organizes periodic training for administrators and moderators on new situations, fair handling processes, and user communication methods. Training emphasizes professional conduct, including but not limited to: No arguing with users; No abuse of power; No revealing reporter information; Always maintaining a neutral, polite, and standard attitude.
  • Internal Monitoring: Senior management will periodically or randomly check moderation decisions to ensure the team adheres to procedures and standards. Users can also rate their satisfaction with administrator handling; these feedbacks are used as a basis for internal reminders and improvements. If any administrator/moderator is found abusing power or behaving inappropriately, Sunwin will apply immediate internal disciplinary measures, including retraining or removal from the team.
  • Rule Updates: The online environment changes constantly, so Sunwin regularly updates the list of blocked keywords and situations to watch (e.g., new trends with potential harm) to help the administration team respond quickly and effectively.

5. Protecting User Rights

Sunwin always strives to protect users' legitimate freedom of expression. Moderation is only intended to prevent misconduct, not to control or limit all your speech. Key principles we emphasize to protect user rights include:

  • Privacy: Sunwin does not read private messages between users, unless a party reports serious violation content within those messages. Even with a report, reviewing private messages is only performed by a limited authorized team to ensure security and information confidentiality.
  • Unbiased Moderation: Administrators/moderators must not delete content or ban accounts simply because they disagree with your personal opinion, provided that opinion is expressed legally and does not violate regulations. Sunwin encourages constructive discussion and debate, including criticism of Sunwin, as long as rules are not violated (e.g., baseless slander will be considered a violation).
  • User Notification: Except in emergencies, Sunwin will attempt to notify you when content is removed or penalties are applied, along with specific reasons. Notifications may be sent via email or system messages to help you understand the issue and avoid recurrence.
  • Right to Appeal: As mentioned in previous sections, the right to appeal ensures you have the opportunity to present your case and have it reconsidered if you believe you were treated unfairly.

6. Content from Sunwin Staff / Representatives

This Content Moderation Policy also applies to Sunwin's internal team when interacting with the community. Sunwin staff must fully comply with regulations when communicating with players and must not abuse their authority in any form. If you detect any staff member (e.g., administrator, moderator) behaving inappropriately, please report via the official support channel. Sunwin will seriously receive and review all related reflections.

Additionally, when Sunwin posts official content (such as events, announcements), we also self-moderate to ensure information provided is accurate, transparent, and does not violate any policies, for example: Advertising content must include 18+ warnings; Content must be suitable for culture and customs.

7. Policy Changes

This Content Moderation Policy may be adjusted to suit operational reality (e.g., when launching new platforms or features). Sunwin will update the content on this page and notify users of significant changes in moderation methods. By continuing to use the service, users are deemed to have read, understood, and agreed to the current version of the Content Moderation Policy. This policy will be formally reviewed at least once a year, or immediately upon significant changes, whichever comes first.