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CONTENT MODERATION POLICY

To maintain a safe, fair, and amicable platform, Zowin hereby implements this explicit Content Moderation Policy. This Policy delineates the manner in which we monitor, review, and manage all user-generated content or interactions on the platform, including, but not limited to, posts, comments, chat messages, profile pictures, and related materials. Our objective is to establish a balance between users' right to freedom of expression and the responsibility to protect the community from harmful or violating content.

1. Scope of Moderated Content

We review and moderate all content that users may create or share across the public areas of Zowin, including but not limited to:

  • Messages within 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 viewable by others (including display names, profile pictures, statuses, etc.).
  • Private messages between users shall remain confidential, unless a report of abuse is received.
  • Any photos, videos, or links publicly shared by users.

User-posted content shall undergo the moderation process through both proactive and reactive methods.

  • Proactive (Pre-emptive Control): Certain channels may employ pre-moderation, where content is reviewed before it is displayed. For instance, a new member's initial forum post may require administrator approval. We also deploy automated filters to immediately block severely vulgar language, known phishing links, or content that is clearly prohibited (such as keywords related to illegal substances or child abuse).
  • Reactive (Report-Based): Our moderation team and systems continuously monitor activity. Upon receiving a violation report from a user or detection through automated scanning, we shall respond promptly to review the content in question.

2. Moderation Principles

We adhere to the following principles throughout the moderation process:

  • Fairness and Non-Bias: All content and users shall be evaluated based on the Community Rules (refer to the Community Guidelines). We shall not discriminate or provide preferential treatment. Internal employees or partners who commit violations shall be subject to similar action.
  • Focus on Conduct, Not Personal Prejudice: We shall only consider what is explicitly expressed (specific words, images) and shall not speculate on the poster's intent. If content clearly constitutes a violation, action shall be taken; if ambiguity exists, we may contact the poster for clarification prior to rendering a decision.
  • Proportionality and Context: Moderation penalties shall be commensurate with the severity of the violation and the user's history. We shall consider the context, for example, a joke containing a sensitive word, but in a harmless context, may warrant a mild warning rather than a severe penalty. However, the same word used for personal attack shall be dealt with strictly.
  • Transparency and Accountability: We shall endeavor to document the rationale for each action taken (e.g., post removal due to hate speech, account ban due to persistent harassment). If a user raises a concern, we are prepared to privately explain the moderation decision (unless the violation is self-evident or the user has been banned from communication channels).

3. Moderation and Enforcement Procedures

3.1. Automated Monitoring:

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

  • Detecting prohibited keywords (severe profanity, racist terms, known phishing links, etc.) and automatically hiding or replacing them (e.g., with ****) before the content is displayed.
  • Flagging suspicious messages (e.g., containing phone numbers/emails -> suspected personal information sharing, or character spam) for administrator review.
  • Sending automated warnings to users who are about to violate rules (e.g., typing too quickly or sending many similar lines may result in a reminder: "You are sending messages too quickly, please avoid spamming").

The automated system facilitates immediate handling of many cases but is not 100% infallible. Therefore, a human review loop is consistently maintained.

3.2. User Reporting:

Any member may report violating content or behavior using the integrated report feature or by contacting Customer Service directly. Upon receiving a report:

  • The Moderation Department shall review the reported content as expeditiously as possible. For grave situations (e.g., threats of violence, child sexual exploitation material), we shall prioritize immediate action (within minutes to 1 hour).
  • We may temporarily hide the content while investigating to prevent widespread harm.
  • Validity check: Reports accompanied by evidence (screenshots, chat logs) are highly beneficial. If a report is vague, additional time for verification may be required.
  • Following verification, appropriate action shall be taken (content deletion, warning, or penalty against the violating account).

3.3. Moderators and Administrators:

Zowin maintains a dedicated staff team for moderation, which includes:

  • Moderators: Monitor chat channels and forums in real-time, particularly during peak hours. They possess the authority to issue warnings, delete violating posts/comments, and temporarily mute users' chat privileges.
  • Admins: Are senior-level management with the authority to impose account suspension, delete content broadly, and modify filter settings. Admins also handle complex complaints or user appeals.
  • All mods/admins undergo training on Zowin's Community Rules and Moderation Policy to ensure consistency. They typically operate under an official designation (with a [Mod] or [Admin] tag next to their name).

3.4. Enforcement Measures:

Depending on the case, we may implement one or more of the following measures:

  • Content Removal or Editing: Removal of violating posts or comments. Occasionally, if content constitutes a minor violation (e.g., using a vulgar word in an otherwise helpful comment), a moderator may edit to hide the vulgar word instead of deleting the entire post, thereby retaining the helpful portion.
  • Private Warning: Sending a cautionary message to the violator, reminding them of the rules. A warning record is maintained for heavier penalties in case of repeat offenses.
  • Temporary Feature Restriction: Muting chat or prohibiting posting for X days. The duration varies by severity: minor may be 1-3 days, more severe 1-2 weeks.
  • Account Suspension: Complete removal of access privileges. This is applied for severe violations (such as fraud, distribution of heavily prohibited content) or for users who have received multiple warnings, temporary bans, but continue to re-offend. Suspension may be permanent or for a long duration (6 months, 1 year), depending on the assessment.
  • Notification to Authorities: If the content constitutes a serious legal violation (e.g., child abuse behavior, threat of murder, terrorism), we shall immediately notify the competent law enforcement agencies, providing necessary evidence as required by law.

3.5. Appeal of Moderation Decisions:

We acknowledge that misunderstandings may occur. Should your account be penalized or content deleted, and you believe the decision to be unfair or erroneous, you retain the right to appeal:

  • Contact Customer Support (via email or contact form) with the subject "Appeal Moderation Decision". Clearly state which decision you wish to appeal, the reason why you believe the decision is incorrect, and provide any supplemental context/evidence.
  • A senior administrator not directly involved in the initial decision shall review the appeal. They may engage in further discussion with you for clarity, review logs, and consult with the relevant moderator.
  • The result of the review shall be communicated to you within 7 days (often sooner). If your claim is validated, we shall reverse the penalty (restore the account, content) and apologize for the inconvenience. If the original decision is upheld, we shall provide a more detailed explanation of the reasons.
  • Note: During the appeal processing period, the penalty shall remain in effect. For example, if you are banned for 7 days and submit an appeal on day 2, we endeavor to process it quickly, but if it is only completed on day 7 and the appeal is successful, your account will be opened. Nonetheless, we shall consider the circumstances to avoid a negative record for you if you were not at fault.

4. Training and Internal Oversight

To ensure the effective enforcement of this Moderation Policy, we implement:

  • Periodic Training: Periodic Training for mods/admins on new scenarios, fair handling procedures, and user communication methods. Emphasis is placed on professional conduct: no arguing, no abuse of authority, no disclosure of reporter information, etc.
  • Internal Oversight: Senior management shall occasionally conduct random checks of moderation decisions to ensure mods adhere to the correct procedures. Users may also provide satisfaction ratings, which we use for internal reminders. Should any mod/admin be found to abuse their authority or behave inappropriately, immediate internal action shall be taken (including retraining or removal from the team).
  • Rule Set Updates: The online world is constantly evolving, and we regularly update the list of keywords to be blocked and situations requiring attention (e.g., new trends that may cause harm) to enable mods/admins to respond promptly.

5. Protection of User Rights

We consistently strive to protect users' lawful right to expression. Moderation is solely intended to prevent misconduct, not to control everything you say. The points we emphasize to protect user rights include:

  • Privacy Rights: We do not read private messages between users, unless one party reports severe violating content within them. Even upon reporting, the review of private messages shall be conducted by a highly restricted group for security purposes.
  • Non-Emotional Moderation: Mods/admins shall not delete/ban simply because they disagree with your viewpoint (provided that viewpoint is presented legitimately and does not violate the rules). We welcome constructive discussion and criticism, including criticism of Zowin, as long as it does not violate the rules (e.g., unsubstantiated slander is a different matter).
  • User Notification: Except in emergency circumstances, we shall endeavor to notify you when your content is removed or your account is penalized, along with the reason. Notification may be via email or system message. This is to ensure you understand the issue and avoid repetition.
  • Right to Appeal, as mentioned above, ensures you have an opportunity to be heard if you feel you have been unfairly treated.

6. Content from Zowin Employees/Representatives

This Moderation Policy also applies to our internal team when interacting with the community. Zowin employees must adhere to the rules when communicating with players and are not permitted to abuse their authority. Should you observe any employee (e.g., a moderator) engaging in inappropriate conduct, please report it via the support channel – we shall review it seriously.

Furthermore, when we post content (events, announcements), we also self-moderate to ensure the information provided is accurate, transparent, and does not violate any policies (e.g., advertisements must include an 18+ warning, content must be culturally appropriate).

7. Policy Changes

This Content Moderation Policy may be adjusted to align with practical realities (e.g., new platforms or features). We shall update this page and notify users of any material changes in our moderation approach. By continuing to use the service, users are deemed to have agreed to the current moderation policy.

This policy is subject to a formal review at least annually or material changes occurring, whichever comes first.